Senior Director of Customer Support
1 week ago
Brex Inc. is a leading AI-powered spend platform that helps companies spend with confidence. As the Senior Director of Customer Support, you will be part of a team that provides exceptional support to our customers, ensuring they have a seamless experience with our platform.
**Key Responsibilities:**
* Lead the Brex Support teams, including Dedicated Support, Global Resolutions, Developer Support, Social Support, and Travel Support
* Shape and advance the Support structure and roles within the organization
* Partner with cross-functional teams to ensure Support is always set up for success
* Develop and implement systems to strengthen and grow the Support management team
* Own attainment of all Support metrics, including customer satisfaction, time to resolution, channel-specific service level agreements, first contact resolution, quality assurance, and cost to serve
**Requirements:**
* Bachelor's degree or higher
* 10+ years of experience in a relevant field, with 5+ years managing a team
* Experience with B2B tech-based support
* Experience scaling and advancing 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
**What We Offer:**
* Competitive salary range: $216,000 USD - $271,000 USD
* Equity and other forms of compensation as part of a total compensation package
**About Brex Inc.:**
Brex Inc. is a fintech company that provides AI-powered spend management solutions to businesses. We are committed to building a diverse team and inclusive culture, and we believe in empowering our employees with the tools, resources, and support they need to grow their careers.
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