Senior Director of Customer Support, Brex
CA$190-260k
All-in-one finance for business
Job no longer available
All-in-one finance for business
1001+ employees
Job no longer available
CA$190-260k
1001+ employees
Company mission
To empower employees anywhere to make better financial decisions.
Role
Who you are
- Bachelor’s degree or higher
- 10+ years of experience in a relevant field, with 5+ years managing a team through managers
- Experience with B2B tech based support
- Experience scaling and advancing the processes and technology for a medium sized team to a larger, global organization
- Proven track record of success in achieving KPIs in a previous role
- Ability to inspire teams and develop people leaders
- Ability to attract, hire and retain world-class talent
- Ability to bring together cross-functional teams to identify and implement solutions to achieve business objectives
Desirable
- Experience managing at a high growth company
- Experience managing / leading at fintech companies
- Experience launching support for additional languages
What the job involves
- As the Senior Director, Support, you will be working with some of the industry’s brightest minds to advance and scale our Global Support team that is revered as one of the highest quality Support teams in our industry
- Lead all Brex Support teams: This role is responsible for all customer facing support at Brex including the specialized teams of Dedicated Support, Global Resolutions, Developer Support, Social Support and Travel Support
- Shape and advance the Support structure and roles within the organization
- Advance the processes, approach and technology for supporting our customers
- Partner with the following cross-functional teams to ensure Support is always set up for success: workforce management (WFM), Training, Process Improvement, Product Operations, Salesforce Development, Data and a dedicated engineering team
- Develop and implement systems to strengthen and grow Support management team
- Own attainment of all Support metrics
- North Star metric: customer satisfaction (CSAT)
- Speed metrics: time to resolution (TTR), channel specific service level agreements (SLA)
- Quality metrics: first contact resolution (FCR), quality assurance (QA)
- Cost metric: cost to serve (CTS)
- Ensure Support is never a bottleneck to Company goals
- Ex: Advancing support model for Travel Support and preparing Support in our global expansion
- Ensure we are hitting hiring targets across all roles through strong partnership with Recruiting
Our take
Brex started its life focused on providing credit cards aimed mainly at startups and SMBs, but has gradually evolved its model with the aim of serving as a one-stop finance shop for companies. With 1,000s of software integrations, Brex is the largest modern corporate card platform, helping businesses scale and fuel growth.
Brex has adapted to the changing market by expanding the size of the businesses it serves, now covering all companies from startups to enterprises. It's over 20,000 customers are based in 100+ countries, resulting in the company processing tens of billions of dollars in transactions.
The company has raised significant capital, most prominently a debt financing round of $260 million in 2024, and reached a valuation of $12.3 billion in 2022. With the landscape of companies clamoring to meet financial needs increasing by the day, Brex is well set to see continued growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2021
$300m
SERIES D
Apr 2021
$425m
SERIES D
Total funding: $1.1bn
Company benefits
- Company equity
- Parental leave
- Health, dental & vision insurance
- Generous PTO if full-time + paid holidays
- Company-wide weeks off
- Remote-first team
- Company offsites
- Monthly remote stipend
- One-time office setup budget
Company HQ
Nob Hill, San Francisco, CA
Leadership
Henrique Dubugras
(Co-CEO)After a degree at Stanford, Henrique worked as a Developer at Cronus Emulator, Ingresse, and Views for a combined 2 years. He founded Estudar nos EUA, EduqueMe, and Pagar.me before leveraging this startup experience to co-found Brex in March 2017.
Pedro Franceschi
(Co-CEO)After a degree at Stanford, Pedro worked as a Software Engineer before founding Pager.me, an online payments company. He left the company in 2017 to co-found Brex.
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