Senior Director, Customer Support

Customer Experience at Brex

The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our passionate team ensures we provide the best possible support experience for our customers. In daily communication with our customers, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams — Sales, Product, Operations, and Engineering. We prioritize customer retention by keeping high standards for how we serve our customers and by making sure they leave every conversation satisfied and inspired.

What you’ll do

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.

Responsibilities 

• Lead all Brex Support teams: This role is responsible for all customer facing support at Brex including the specialized teams of Dedicated Support, Global Resolutions, Developer Support, Social Support and Travel Support
• Shape and advance the Support structure and roles within the organization
• Advance the processes, approach and technology for supporting our customers
• Partner with the following cross-functional teams to ensure Support is always set up for success: workforce management (WFM), Training, Process Improvement, Product Operations, Salesforce Development, Data, and a dedicated Engineering team
• Develop and implement systems to strengthen and grow Support management team
• Own attainment of all Support metrics 
• North Star metric: customer satisfaction (CSAT)
• Speed metrics: time to resolution (TTR), channel specific service level agreements (SLA)
• Quality metrics: first contact resolution (FCR), quality assurance (QA)
• Cost metric: cost to serve (CTS)
• Ensure Support is never a bottleneck to Company goals
• Ex: Advancing support model for Travel Support and preparing Support in our global expansion
• Ensure we are hitting hiring targets across all roles through strong partnership with Recruiting

Requirements

• Bachelor’s degree or higher
• 10+ years of experience in a relevant field, with 5+ years managing a team through managers
• Experience with B2B tech based support
• Experience scaling and advancing the processes and technology for a medium sized team to a larger, global organization
• Proven track record of success in achieving KPIs in a previous role
• Ability to inspire teams and develop people leaders
• Ability to attract, hire, and retain world-class talent
• Ability to bring together cross-functional teams to identify and implement solutions to achieve business objectives
• Must be willing to work in office 2 days per week on Wednesday and Thursday

Bonus points

• Experience managing at a high growth company 
• Experience managing / leading at fintech companies
• Experience launching support for additional languages

Compensation

The expected salary range for this role is $216,000 USD - $271,000 USD. 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.