Support Specialist I

WinsAbove; Vancouver; On-site; CAD 31,684 - 34,440; Full time

Job summary

Brex is seeking a Support Specialist I to provide passionate, high-quality customer service from a fully remote role based in Vancouver. You will collaborate with sales, engineering, and operations to resolve inquiries, learn Brex products deeply, and help customers feel valued and supported.

The role emphasizes timely, empathetic responses and effective use of AI tools, with office sessions in Vancouver for occasional training. Flexibility to cover PST hours is required.

Qualifications

• Role requires strong verbal and written communication.
• Passionate about customer support and customer-centric teams.
• Ability to communicate technical problems clearly.
• Comfort with using AI tools in a customer support environment.
• Willingness to work in the greater Vancouver, BC area.

Responsibilities

• Effectively resolve customer inquiries via email, phone, and chat.
• Become an expert in Brex’s product suite and help solve complex issues.
• Compose thoughtful, personalized responses for various requests.
• Triage incoming requests and spot trends to flag for the team.
• Provide customer feedback to internal teams to improve product and support.
• Contribute to team goals and successes.
• Mentor teammates and aid in documentation.

Skills

Strong verbal and written comms

Empathy and diplomacy

Explain technical problems clearly

Comfort with AI tools

Education

Bachelor's degree

Job description

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.