[Hiring] Support Specialist @Brex

Role Description

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.

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 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-$25 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 brex.com domain. Any outreach claiming to be from Brex via other sources should be ignored.