Manager, Social and Community Support | Career Opportunities | Brex
Open an account

Careers

Manager, Social and Community Support

Manager, Social and Community 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.

Customer Experience 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

As Manager of Social and Community Support, your job is ensuring that every interaction with Brex over Twitter, Instagram, Facebook, review sites, App stores, etc is a world-class experience for our customers. You’ll have the opportunity to craft the medium to long-term strategy for the Social and Community Support team, and then raise the team to world-class heights in service of Brex’s customers through seamless execution of our strategy.

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.

Responsibilities 

  • Partner with the VP of CX to craft a medium to long-term Social and Community Support strategy
  • Recruit and hire the best customer support people in the world
  • Mentor and coach a team of 5-20 Social and Community 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

Requirements

  • Undergraduate degree
  • At least four years of experience in Customer Experience, with 2+ managing a Social and Community Support team

Bonus

  • Experience working in FinTech
Open an account

Careers

Manager, Social and Community Support

Manager, Social and Community 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.

Customer Experience 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

As Manager of Social and Community Support, your job is ensuring that every interaction with Brex over Twitter, Instagram, Facebook, review sites, App stores, etc is a world-class experience for our customers. You’ll have the opportunity to craft the medium to long-term strategy for the Social and Community Support team, and then raise the team to world-class heights in service of Brex’s customers through seamless execution of our strategy.

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.

Responsibilities 

  • Partner with the VP of CX to craft a medium to long-term Social and Community Support strategy
  • Recruit and hire the best customer support people in the world
  • Mentor and coach a team of 5-20 Social and Community 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

Requirements

  • Undergraduate degree
  • At least four years of experience in Customer Experience, with 2+ managing a Social and Community Support team

Bonus

  • Experience working in FinTech

Careers

Manager, Social and Community Support

Manager, Social and Community 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.

Customer Experience 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

As Manager of Social and Community Support, your job is ensuring that every interaction with Brex over Twitter, Instagram, Facebook, review sites, App stores, etc is a world-class experience for our customers. You’ll have the opportunity to craft the medium to long-term strategy for the Social and Community Support team, and then raise the team to world-class heights in service of Brex’s customers through seamless execution of our strategy.

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.

Responsibilities 

  • Partner with the VP of CX to craft a medium to long-term Social and Community Support strategy
  • Recruit and hire the best customer support people in the world
  • Mentor and coach a team of 5-20 Social and Community 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

Requirements

  • Undergraduate degree
  • At least four years of experience in Customer Experience, with 2+ managing a Social and Community Support team

Bonus

  • Experience working in FinTech