Support Specialist I

About the role

Join the Customer Experience team to provide high-quality assistance to users of our financial platform. You will act as a primary point of contact for our clients, ensuring their needs are met while helping to refine our product and internal processes.

Key facts

What you'll do

• Handle customer inquiries through email, phone, and chat channels.
• Develop deep knowledge of the Brex product suite to address complex user issues.
• Write clear, personalized responses to resolve client requests.
• Identify and report recurring issues or trends to internal stakeholders.
• Share insights with product and operations teams to improve the user experience.
• Assist with team documentation and mentor colleagues to support collective goals.

Requirements

• Must reside in the greater Vancouver, BC area.
• Ability to work a schedule between 8am and 5pm PST, including both weekdays and weekends.
• Strong verbal and written communication skills with the ability to explain technical concepts simply.
• Professionalism, empathy, and the ability to remain calm when resolving difficult issues.
• Interest in using AI-driven tools to manage support tasks.

Nice to have

• Bachelor's degree.
• Background in FinTech.
• Previous experience in a customer-facing support role.
• Familiarity with AI-powered customer service software.
• Current or recent Series 7 or 63 securities license.
• Availability to work overtime.

Skills & tools

• AI-powered customer service tools
• Email, phone, and chat support platforms
• Product troubleshooting and documentation

Practical notes

This position is fully remote, though you must attend in-person training at our Vancouver office. Compensation includes an hourly rate with eligibility for overtime pay, and may include equity depending on the final offer. Only communicate with recruiters using a brex.com email domain to avoid fraudulent activity.