Support Specialist I

Why join us

Brex is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, Brex enables founders and finance teams to accelerate operations, gain real-time visibility, and control spend effortlessly. Brex’s AI-native automation and world-class service eliminate manual expense and accounting tasks for customers so they can focus on what matters most. Tens of thousands of the world's best companies run on Brex, including DoorDash, Coinbase, Robinhood, Zoom, Plaid, Reddit, and SeatGeek.

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

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. 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.