Senior Director, Customer Support

September 5

Apply Now

Receive Emails with Similar Jobs

Brex

WebsiteLinkedInAll Job Openings

We're empowering employees anywhere to make better financial decisions. Need Help? -> Email us at support@brex.

501 - 1000

💰 Series D on 2022-05

Description

• 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 • Ensure Support is never a bottleneck to Company goals • 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