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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