Support Specialist I

Customer Experience at Brex

Customer Experience is where the Brex brand meets the real world. Our team directly impacts customer growth and retention, delivering fast, personal support while surfacing insights that shape product and policy. We operate with urgency, empathy, and precision — helping customers succeed while influencing how Brex evolves. If you love solving meaningful problems for ambitious customers, CX is where you’ll thrive.

What you’ll do

As Brex Support, we aim to provide the best support on the planet by being passionate advocates for our customers. As a Support Specialist I your goal is ultimately to help customers use, trust and love Brex, treating every customer like a VIP. As you solve problems for our customers, you'll work collaboratively with sales, engineering, and operations teams to find solutions and use customer feedback to improve our product along the way.

Where you’ll work

This role will be fully remote and based in Vancouver. There will be some in-person training required in our Vancouver office.

Responsibilities

Effectively resolve customer inquiries in a considerate and timely manner via, email, phone and chat

Become an expert in Brex’s suite of products, and leverage your expertise solve complex issues

Compose thoughtful, personalized responses for a variety of customer requests

Triage incoming requests and spot trends in customer issues to flag for the rest of the team

Provide customer feedback to internal teams to improve our product and support experience

Make active contributions to help achieve team goals and successes

Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in the documentation

Requirements

This role is required to be located within the greater Vancouver, BC area

Flexibility to work within the Support team's hours of Operation (8am - 5pm PST, weekdays and weekends)

Passionate about customer support and about the role it plays in making a customer-centric team successful

Ability to communicate technical problems in a clear and tactful way

Strong verbal and written communication skills

Empathy, diplomacy, tact, and poise under pressure when working through customer issues

Comfort with and enthusiasm for using AI tools in a customer support environment

Bonus points

Bachelor's degree

FinTech experience

Prior experience in a customer-facing role, ideally in a support function

Experience with AI-powered customer service tools

Currently hold or have recently held a Series 7 and/or 63 securities license

Willingness to work overtime

Compensation

The expected pay range for this role is $23.00 CAD - $25.00 CAD per hour. However, the starting hourly pay will depend on a number of factors, including the candidate’s location, skills, experience, market demands, and internal pay parity. This pay range reflects a standard workweek; however, as an hourly employee if you exceed these hours, you will be paid overtime. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.