Support Specialist

• 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
• As Brex Support, we aim to provide the best support on the planet by being passionate advocates for our customers
• As a Support Specialist I your goal is ultimately to help customers use, trust and love Brex, treating every customer like a VIP
• As you solve problems for our customers, you’ll work collaboratively with sales, engineering, and operations teams to find solutions and use customer feedback to improve our product along the way
• Effectively resolve customer inquiries in a considerate and timely manner via, email, phone and chat
• Become an expert in Brex’s suite of products, and leverage your expertise solve complex issues
• 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
• Provide customer feedback to internal teams to improve our product and support experience
• 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 the documentation

Benefits

• Medical, dental & vision
• Generous vacation
• Spring Health & Calm
• Year-end company shutdown
• Milk Stork for nursing parents
• In-office days, lunches & offsites
• Commuter benefits
• 4 fully remote weeks
• Carrot Fertility benefits
• Generous parental leave- Empathy, diplomacy, tact, and poise under pressure when working through customer issues
• Flexibility to work within the Support team’s hours of Operation (8am - 5pm PST, weekdays and weekends)
• Ability to communicate technical problems in a clear and tactful way
• Strong verbal and written communication skills
• 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
• Comfort with and enthusiasm for using AI tools in a customer support environment
• Bachelor’s degree
• FinTech experience
• Prior experience in a customer-facing role, ideally in a support function
• Experience with AI-powered customer service tools
• Willingness to work overtime
• Currently hold or have recently held a Series 7 and/or 63 securities license