Why join us
Brex empowers the next generation of businesses with an integrated corporate card and spend management software. We make it easy for our customers to manage every aspect of spending and empower their employees to make better financial decisions from anywhere they live or work. Brex proudly serves tens of thousands of growing businesses, from early-stage startups to enterprise leaders.
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. This passionate team gives customers a seamless support experience and is instrumental in ensuring we provide the best possible experience for our customers. 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
Brex makes it easy for finance teams to control all of their spend, all in one place. Using the Brex API, customers can power their internal tools and create custom workflows. Our Developer Support team is responsible for helping developers be successful when using any Brex API. As the Manager, Developer Support, you will lead a team focused on both relationships with external developers and with Brex internal engineering, product, and design teams. You’ll help them deliver world class support to developers leveraging Brex APIs - advising on best practices, improving self-serve content, and investigating technical issues. At the same time, you’ll work as their partner and mentor in advocating for the voice of the customer internally when working with our Product, Design, and Engineering teams.
This crucial role will also enable the Developer Support team to achieve its full potential through high quality recruiting, team development, and impactful initiatives. As Brex grows, so will the Developer Support team. You will leverage your experience to partner with the recruiting team to find and bring the best people in the world for this role to Brex. You will also focus on team development, finding every opportunity to support the performance and aspiration of your team members and supporting our ability to scale. At the same time, you will leverage your background to help create a consistently high-quality experience for each segment of Brex’s customer base. To do so, you will need to be close to our evolving product offerings, listen attentively to our customers about their experience, and use indicators like CSAT, QA, and qualitative data from the team to help keep the Customer Experience team moving in the right direction. You will be responsible for managing a team of highly technical and customer-facing team members. You will be part of building a dynamic team while further simplifying the customer experience, both of which are essential for Brex to achieve our long-term vision.
Responsibilities
- Recruit and close the best people in the world for the Developer Support Specialist role.
- Manage and develop (increase KPIs, career planning/development) a team of Developer Support Specialists and Team Leads.
- Be a subject matter expert of the Brex product and its APIs.
- Handle customer escalations as needed.
- Proactively identify gaps in the customer experience, our internal processes, and the team member experience, moving quickly and collaboratively to implement improvements.
- Monitor ongoing performance (case volume, CSAT, SLAs, Jiras) and ensure our commitments are met consistently.
- Liaise with other department stakeholders to support cross-functional initiatives.
- Work closely with our Learning team to improve training and enablement around technical topics within Support.
- Work closely with Brex’s internal engineering, product, and design teams to improve customer tools and APIs.
Requirements
- Undergraduate degree in related field or equivalent work experience
- Two or more years of experience as a Manager leading highly technical teams.
- Experience scaling customer facing teams.
- Deep technical expertise such as:
- Familiarity with programming languages.
- Experience working with SQL or NoSQL databases.
- Experience working with REST architecture and JSON formatting.
- Experience working with accounting integrations such as Netsuite, QBO, and Xero.
Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Brex recruiters will only reach out via LinkedIn or email with a brex.com domain. Any outreach claiming to be from Brex via other sources should be ignored.
