Senior Director, Customer Experience Leader
2 weeks ago
About Brex
Brex is a leading fintech company that provides AI-powered spend management solutions to businesses. Our platform helps companies control spend, reduce costs, and increase efficiency on a global scale.
Customer Experience at Brex
The Customer Experience team at Brex is responsible for providing exceptional support to our customers. Our team is passionate about delivering seamless support experiences that meet the evolving needs of our customers.
Job Summary
We are seeking a Senior Director, Customer Experience Leader to lead our Global Support team. As a key member of our leadership team, you will be responsible for shaping the future of our support organization and driving business growth through exceptional customer experiences.
Key Responsibilities
- Lead the Global Support team to deliver exceptional customer experiences across multiple channels.
- Develop and implement strategies to advance our support processes, technology, and team structure.
- Partner with cross-functional teams to ensure support is aligned with business objectives and customer needs.
- Own attainment of key support metrics, including customer satisfaction, speed, quality, and cost.
- Ensure support is never a bottleneck to business growth and expansion.
Requirements
- Bachelor's degree or higher.
- 10+ years of experience in a relevant field, with 5+ years of management experience.
- Experience with B2B tech-based support and scaling support operations.
- Proven track record of success in achieving KPIs and leading high-performing teams.
- Ability to inspire teams, develop people leaders, and attract top talent.
Preferred Qualifications
- Experience managing at a high-growth company.
- Experience managing or leading at fintech companies.
- Experience launching support for additional languages.
Compensation
The expected salary range for this role is $190,000 CAD - $260,000 CAD. However, the starting base pay will depend on a number of factors, including the candidate's location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.
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