Email Support Specialist (Remote)

About the role

Brex is a leading financial technology company dedicated to reimagining financial systems so every growing company can realise its full potential. We are seeking a diligent and articulate Email Support Specialist to join our dedicated customer support team. This is a full-time, remote position for a self-motivated individual who is passionate about delivering outstanding customer service. In this role, you will be a key point of contact for our clients, providing expert assistance and resolving queries exclusively through email. You will play a vital part in maintaining our reputation for excellent support and customer satisfaction.

Responsibilities

• Professionally manage and respond to a high volume of inbound customer emails in a timely and efficient manner.
• Identify, troubleshoot, and resolve customer issues with accuracy and attention to detail.
• Communicate complex technical and financial information clearly and concisely.
• Escalate complex issues to the appropriate internal teams while maintaining ownership of the customer query until resolution.
• Collaborate with team members to improve support processes and contribute to our internal knowledge base.
• Meticulously document all customer interactions and resolutions within our CRM system.
• Proactively recognise patterns in customer queries to help the wider organisation improve its products and services.

Requirements

• Proven professional experience in a customer support role, with a strong emphasis on email-based communication.
• Exceptional written English skills, including impeccable grammar, spelling, and punctuation.
• Strong analytical and problem-solving abilities with a talent for troubleshooting.
• The discipline and focus to work effectively in a fully remote environment.
• A high level of empathy and a genuine desire to help customers succeed.
• Proficiency in using helpdesk software (e.g., Zendesk, Salesforce) and other CRM tools.
• Experience within the financial services, FinTech, or SaaS industry is highly desirable.

Benefits

• A competitive hourly wage of $24 - $30 USD per hour.
• A permanent, full-time contract.
• The opportunity to join an innovative and forward-thinking company that is shaping the future of business finance.