What are the responsibilities and job description for the Director, Support position at Brex?
Why join us
Brex is reimagining financial systems so every growing company can realize their full potential. As the financial OS, we're building software and services in one place—disrupting long-entrenched institutions with products and experiences that better serve the ambitions of our customers.
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
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
As the Director, Support, you will be working with some of the industry's brightest minds to scale Support into a Global team that is revered as one of the highest quality Support teams in the world.
Responsibilities
- Lead all Brex Support teams: Support, Priority Support, Social, and Developer Support
- Ensure we are hitting hiring targets across all roles through strong partnership with Recruiting
- 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: Preparing Support to be a global team to support global expansion)
- 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
What We Value
- Bachelor's degree or higher
- 10 years of experience in a relevant field, with 5 years managing a team through managers
- Experience scaling a medium sized team to a large, global organization
- Proven track record of success in achieving KPIs in a previous role
- Ability to inspire teams through the attachment of meaning
- 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
Bonus Points
- Experience managing at a high growth company
- Experience managing / leading at fintech companies
- Experience launching support for additional languages
