1 month ago
Job Summary
As the Director, Support, you will be working with some of the industry’s brightest minds to scale Support into a Global team that is revered as one of the highest quality Support teams in the world.
- Minimum Qualification:Degree
- Experience Level:Executive level
- Experience Length:10 years
Job Description/Requirements
Responsibilities
- Lead all Brex Support teams: Support, Priority Support, Social, and Developer Support
- Ensure we are hitting hiring targets across all roles through strong partnership with Recruiting
- Develop and implement systems to strengthen and grow Support management team
- Own attainment of all Support metrics
- North Star metric: customer satisfaction (CSAT)
- Speed metrics: time to resolution (TTR), channel specific service level agreements (SLA)
- Quality metrics: first contact resolution (FCR), quality assurance (QA)
- Cost metric: cost to serve (CTS)
- Ensure Support is never a bottleneck to Company goals (Ex: Preparing Support to be a global team to support global expansion)
- 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
What We Value
- Bachelor’s degree or higher
- 10+ years of experience in a relevant field, with 5+ years managing a team through managers
- Experience scaling a medium sized team to a large, global organization
- Proven track record of success in achieving KPIs in a previous role
- Ability to inspire teams through the attachment of meaning
- 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
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