Senior Director of Customer Experience

2 weeks ago

Vancouver, British Columbia, Canada Brex Full time

{"h1": "Customer Experience at Brex", "p": "At Brex, we're committed to building a diverse team and inclusive culture. Our Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. We're passionate about giving customers a seamless support experience, and we're looking for a Senior Director to lead our Global Support team.", "h2": "Responsibilities", "ul": [{"li": "Lead all Brex Support teams, including Dedicated Support, Global Resolutions, Developer Support, Social Support, and Travel Support"}, {"li": "Shape and advance the Support structure and roles within the organization"}, {"li": "Advance the processes, approach, and technology for supporting our customers"}, {"li": "Partner with cross-functional teams to ensure Support is always set up for success"}, {"li": "Develop and implement systems to strengthen and grow Support management team"}, {"li": "Own attainment of all Support metrics, including customer satisfaction, speed, quality, and cost"}, {"li": "Ensure Support is never a bottleneck to Company goals"}], "h2": "Requirements", "ul": [{"li": "Bachelor's degree or higher"}, {"li": "10+ years of experience in a relevant field, with 5+ years managing a team"}, {"li": "Experience with B2B tech-based support"}, {"li": "Experience scaling and advancing processes and technology for a medium-sized team to a larger, global organization"}, {"li": "Proven track record of success in achieving KPIs in a previous role"}, {"li": "Ability to inspire teams and develop people leaders"}, {"li": "Ability to attract, hire, and retain world-class talent"}, {"li": "Ability to bring together cross-functional teams to identify and implement solutions to achieve business objectives"}], "h2": "Bonus Points", "ul": [{"li": "Experience managing at a high-growth company"}, {"li": "Experience managing/leading at fintech companies"}, {"li": "Experience launching support for additional languages"}], "h2": "Compensation", "p": "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.", "h1": "About Brex", "p": "Brex is the AI-powered spend platform. We help companies spend with confidence with integrated corporate cards, banking, and global payments, plus intuitive software for travel and expenses. Tens of thousands of companies from startups to enterprises — including DoorDash, Flexport, and Compass — use Brex to proactively control spend, reduce costs, and increase efficiency on a global scale.", "h2": "Why Join Us", "p": "At Brex, we're committed to building a diverse team and inclusive culture. We 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.", "h2": "What You'll Do", "p": "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.", "h2": "Key Responsibilities", "ul": [{"li": "Lead all Brex Support teams, including Dedicated Support, Global Resolutions, Developer Support, Social Support, and Travel Support"}, {"li": "Shape and advance the Support structure and roles within the organization"}, {"li": "Advance the processes, approach, and technology for supporting our customers"}, {"li": "Partner with cross-functional teams to ensure Support is always set up for success"}, {"li": "Develop and implement systems to strengthen and grow Support management team"}, {"li": "Own attainment of all Support metrics, including customer satisfaction, speed, quality, and cost"}, {"li": "Ensure Support is never a bottleneck to Company goals"}], "h2": "Requirements", "ul": [{"li": "Bachelor's degree or higher"}, {"li": "10+ years of experience in a relevant field, with 5+ years managing a team"}, {"li": "Experience with B2B tech-based support"}, {"li": "Experience scaling and advancing processes and technology for a medium-sized team to a larger, global organization"}, {"li": "Proven track record of success in achieving KPIs in a previous role"}, {"li": "Ability to inspire teams and develop people leaders"}, {"li": "Ability to attract, hire, and retain world-class talent"}, {"li": "Ability to bring together cross-functional teams to identify and implement solutions to achieve business objectives"}], "h2": "Bonus Points", "ul": [{"li": "Experience managing at a high-growth company"}, {"li": "Experience managing/leading at fintech companies"}, {"li": "Experience launching support for additional languages"}], "h2": "Compensation", "p": "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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