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Support Specialist I
3 weeks ago
Why join us
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.
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
Customer Experience is where the Brex brand meets the real world. Our team directly impacts customer growth and retention, delivering fast, personal support while surfacing insights that shape product and policy. We operate with urgency, empathy, and precision — helping customers succeed while influencing how Brex evolves. If you love solving meaningful problems for ambitious customers, CX is where you'll thrive.
What you'll do
At Brex we deeply value high quality customer experience and view it as necessary to our success. As a Support Specialist I for Brex, your goal is to make our customers happy and productive, to work collaboratively with Sales, Product, and Engineering, to set a high standard for how we serve our customers, and to always communicate with empathy and respect.
Where you'll work
This role will be fully remote and based in Vancouver.
Responsibilities
- Effectively resolve customer inquiries in a considerate and timely manner via, email, phone, and chat, utilizing AI-powered tools to optimize quality and efficiency
- Compose thoughtful, personalized responses for a variety of customer requests
- Triage incoming requests and spot trends in customer issues to flag for the rest of the team
- Identify, reproduce, and document bugs for the Engineering teams
- Make active contributions to help achieve team goals and successes
- Contribute to the ongoing learning and success of your team and the company by sharing knowledge through mentorship and collaboration, and by aiding in documentation
Requirements
- This role is required to be located within the greater Vancouver, BC area
- Passionate about customer support and about the role it plays in making a customer-centric team successful
- Ability to communicate technical problems in a clear and tactful way
- Strong verbal and written communication skills
- Empathy, diplomacy, tact, and poise under pressure when working through customer issues
- Comfort with and enthusiasm for using AI tools in a customer support environment
Bonus points
- Bachelor's degree
- FinTech experience
- Prior experience in a customer-facing role, ideally in a support function
- Experience with AI-powered customer service tools
- Currently hold or have recently held a Series 7 and/or 63 securities license
- Willingness to work overtime
Compensation
The expected pay range for this role is $23.00 CAD - $24.00 CAD per hour. However, the starting hourly pay will depend on a number of factors including the candidate's location, skills, experience, market demands, and internal pay parity. This pay range reflects a standard work week, however, as an hourly employee if you exceed these hours, you will be paid overtime. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.
Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Brex recruiters will only reach out via LinkedIn or email with a domain. Any outreach claiming to be from Brex via other sources should be ignored.
