Support Specialist I

Brex; United States; Remote; USD 23,000 - 25,000; Full time

Benefits offered by this job

Equity eligibility

Total rewards package

Fully remote with in-person training

Job summary

Brex is hiring a remote Support Specialist I to join a customer experience team focused on fast, personalized support for our intelligent finance platform used by thousands of companies worldwide. You’ll resolve inquiries across email, phone, and chat while partnering with sales, engineering, and operations to surface insights that shape product and policy.

This entry‑level role emphasizes urgency, empathy, and precision in serving ambitious customers.

Qualifications

• Strong verbal and written communication skills required.
• Ability to translate technical problems into clear, tactful explanations.
• Interest in using AI tools within a support environment.

Responsibilities

• Resolve customer inquiries promptly across email, phone, and chat.
• Build familiarity with financial products to troubleshoot issues.
• Craft personalized, well-considered responses for diverse requests.
• Triage tickets and identify recurring themes for the team.
• Channel feedback to product/support teams to drive improvements.
• Share knowledge and mentor teammates.

Skills

Communication skills

Empathy

Clear explanations

AI tool usage

Education

Bachelor's degree

Tools

AI tools

Job description

Role overview

Join a remote customer experience team focused on delivering fast, personalized support for an intelligent finance platform used by tens of thousands of companies worldwide. The Support Specialist I serves as a frontline advocate, resolving inquiries across email, phone, and chat while partnering with sales, engineering, and operations to surface insights that shape product and policy. This is an entry-level support position built around urgency, empathy, and precision in serving ambitious customers.

Responsibilities

• Resolve customer inquiries promptly and thoughtfully across email, phone, and chat channels
• Build deep familiarity with a suite of financial products and apply that knowledge to troubleshoot complex issues
• Craft personalized, well-considered responses tailored to a wide range of customer requests
• Triage incoming tickets and identify recurring themes to flag for the broader team
• Channel customer feedback back to internal product and support teams to inform improvements
• Contribute to team goals through knowledge sharing, mentorship, and collaborative documentation efforts

Requirements

• Must reside within the greater Vancouver, BC area
• Flexibility to work scheduled shifts within operations hours of 5am-8pm PT, including weekdays and weekends
• Genuine passion for customer support and its role in a customer-centric organization
• Ability to translate technical problems into clear, tactful explanations
• Strong verbal and written communication skills
• Composure, empathy, and diplomacy when handling pressured customer interactions
• Comfort and enthusiasm for using AI tools within a support environment

Nice to have

• Bachelor's degree
• Background in FinTech or financial services
• Prior customer-facing support experience
• Hands-on experience with AI-powered customer service tools
• Active or recent Series 7 and/or 63 securities license
• Willingness to work overtime as needed

Benefits and work setup

• Fully remote position based in Vancouver, BC, with required in-person training at the local office
• Hourly compensation ranging from $23.00 to $25.00 CAD, with overtime pay for hours beyond a standard workweek
• Potential eligibility for equity and additional compensation components as part of a total rewards package

Inclusive culture with a stated commitment to building a diverse team