Senior Director of Customer Support, Brex
CA$190-260k
All-in-one finance for business
Be an early applicant
All-in-one finance for business
1001+ employees
Be an early applicant
CA$190-260k
1001+ employees
Company mission
To empower employees anywhere to make better financial decisions.
Role
Who you are
- 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
Desirable
- Experience managing at a high growth company
- Experience managing / leading at fintech companies
- Experience launching support for additional languages
What the job involves
- 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
- 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
Our take
Brex started its life focused on providing credit cards aimed mainly at startups and SMBs, but has gradually evolved its model with the aim of serving as a one-stop finance shop for companies. With 1,000s of software integrations, Brex is the largest modern corporate card platform, helping businesses scale and fuel growth.
Brex has adapted to the changing market by expanding the size of the businesses it serves, now covering all companies from startups to enterprises. It's over 20,000 customers are based in 100+ countries, resulting in the company processing tens of billions of dollars in transactions.
The company has raised significant capital, most prominently a debt financing round of $260 million in 2024, and reached a valuation of $12.3 billion in 2022. With the landscape of companies clamoring to meet financial needs increasing by the day, Brex is well set to see continued growth.
Freddie
Company Specialist
Insights
Few candidates hear
back within 2 weeks
3% employee growth in 12 months
Company
Employee endorsements
Growing fast
"This is a rocket ship! I have been a part of several fast growing companies, but never this fast. Every month or so, there seems to be something new..."
Funding (last 2 of 8 rounds)
Oct 2021
$300m
SERIES D
Apr 2021
$425m
SERIES D
Total funding: $1.1bn
Company benefits
- Company equity
- Parental leave
- Health, dental & vision insurance
- Generous PTO if full-time + paid holidays
- Company-wide weeks off
- Remote-first team
- Company offsites
- Monthly remote stipend
- One-time office setup budget
Company values
- Dream Big - Every big win starts the same way: aiming higher than we think is possible and working backwards from there
- One Brex - We focus on what unites us
- Inspire Customer Love - When customers and those around us love what we do and advocate on our behalf, out potential is unbounded
- Ownership - We take our results personally, and we deliver at the highest standards, with integrity, despite the odds
- Growth mindset - We have the discipline to seek the truth, humility to know we can improve, and curiosity to learn
- Impatient optimism - The future will be great, and we want to get there fast. We move with urgency and a positive attitude
Company HQ
Nob Hill, San Francisco, CA
Articles
Leadership
Henrique Dubugras
(Co-CEO)After a degree at Stanford, Henrique worked as a Developer at Cronus Emulator, Ingresse, and Views for a combined 2 years. He founded Estudar nos EUA, EduqueMe, and Pagar.me before leveraging this startup experience to co-found Brex in March 2017.
Pedro Franceschi
(Co-CEO)After a degree at Stanford, Pedro worked as a Software Engineer before founding Pager.me, an online payments company. He left the company in 2017 to co-found Brex.
Salary benchmarks
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Diversity & Inclusion at Brex
Brandon Sidney (Manager, Culture Programs)
- Brex prides itself on creating a culture of inclusion that celebrates the diversity it naturally attracts. Rather than minimize our differences, we applaud them for the richness they add to our workforce and our ability to make informed decisions. Brex employees represent more than 40 nationalities and speak more than 30 languages, resulting in an elaborate backdrop against which individuals grow and thrive
- Relying on a range of talents, interests, perspectives, and backgrounds -- and united by a common mission -- employees are encouraged to reach across perceived boundaries to collaborate and solve complex problems. Brex’s success relies on the wide range of perspectives and ideas available to teams and decision-makers
- Featuring an intense customer focus and unrivaled global ambition, we created a culture where every voice has a platform, regardless of background or origin
- When we made the decision to embrace a “remote-first” culture, it gave us the opportunity to reimagine how we do things from the ground up, and that includes our approach to diversity. We are erasing the muscle memory of how a company traditionally operates. In its place, we’re building a culture of connection, inclusion, and transparency, where everyone is on an equal footing regardless of where they live
- Our company culture survey results show that 91% of the company believes Brex is an inclusive place to work, and 89% believe Brex values diversity – both of which reflect highly on our commitment to diversity
- Diversity is more than just a number. It’s also about the way that we invest in our culture and communities at Brex. With our investment in connection, we embrace our company value of One Brex and weave diversity into everything we do as a culture and a company
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