Manager, Priority Support
Manager, Priority Support
Why join us
Brex is reimagining financial systems so every growing company can realize their full potential. As the financial OS, we’re building software and services in one place—disrupting long-entrenched institutions with products and experiences that better serve the ambitions of our customers.
Working at Brex allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We’re committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career.
CX at Brex
The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, product, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.
What you’ll do
Are you a customer support veteran who consistently brings out the best in people? Is service more than just a word to you, but a personal value? Are you naturally empathetic, routinely finding new ways to surprise and delight the customer? Do you have experience growing and inspiring a customer support team to meet and exceed your vision for outstanding customer service? If you’re answering yes, you could be the person we’re looking for.
As Manager of Priority Support, your job is ensuring that every interaction with Brex is an excellent experience for our customers. You’ll have the opportunity to help build our Priority Support team, and then raise it to world-class heights in service to Brex’s largest customers. You will also help shape and envision the long-term strategic direction of Priority Support and Customer Experience as a whole.
To succeed you’ll need a solid understanding of our product and industry (we can help with this part), have a natural talent for team leadership and mentorship, and have an innate passion for delivering top-tier customer support.
- Recruit and hire the best customer support people in the world
- Mentor and coach a team of 20-30 Priority Support Specialists
- Be a Brex product expert
- Handle customer escalations as needed
- Identify gaps in the customer experience, internal processes, the team member experience and then implement improvements or fixes
- Monitor on-going case volume ensuring SLAs are met
- Undergraduate degree
- At least four years of experience managing a customer support team
- Experience working in FinTech is a plus