Senior Director of Customer Support, Brex
CA$190-260k
Intelligent finance platform
Job no longer available
Intelligent finance platform
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 providing corporate credit cards aimed mainly at startups and SMBs. Since then, it has gradually evolved its model towards becoming a one-stop finance shop for companies. It has also adapted to serve a much wider range of businesses, from startups to enterprises.
As the largest modern corporate card platform, Brex serves over 20,000 businesses globally, and is responsible for the processing of tens of billions of dollars in transactions. It has raised significant capital and reached a peak valuation of $12.3 billion in 2022.
With the landscape of companies clamouring to meet financial needs increasing by the day, Brex is well set to see continued growth. In 2026 it was announced that Capital One will be purchasing the company in order to pursue its ambition to “build a payments company at the frontier of the technology revolution.”
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
- Medical, dental & vision
- Spring Health & Calm
- Generous vacation
- Year-end company shutdown
- Generous parental leave
- Carrot Fertility benefits
- Milk Stork for nursing parents
- In-office days, lunches & offsites
- Commuter benefits
- 4 fully remote weeks
Company HQ
Nob Hill, San Francisco, CA
Leadership
Henrique Dubugras
(Chair & Founder)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
(CEO & Founder)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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 2 more jobs at Brex