Customer Experience at Brex

The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, products, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.

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 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.

Responsibilities

• Effectively resolve customer inquiries in a considerate and timely manner via, email, phone and chat
• 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, collaboration, and aiding in documentation

Requirements

• This role is required to be located within the greater Ottawa ,ON 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 elegant and tactful way
• Strong communication and writing ability
• Empathy, diplomacy, tact, and poise under pressure when working through customer issues

Bonus points

• Bachelor's degree
• FinTech experience
• Prior experience in a customer facing role, ideally in a support function
• Currently hold or have recently held a Series 7 and/or 63 securities license
• Opportunities for over time

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 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.