Job Description & How to Apply Below
- The Customer Experience team is the connective tissue between Brex’s product and the companies that depend on it every day
- We don’t just resolve issues — we surface insights, close feedback loops, and help shape the product roadmap
- As Brex becomes an AI-native company, our CX organization leads that shift: building the systems, metrics, and workflows that let AI handle routine complexity while humans focus on judgment and relationships
- We measure success not by tickets closed, but by customers who don’t need to contact us in the first place
- Brex is looking for an experienced AI operator & leader to own the strategy and execution of AI-powered customer experience
- You’ll lead the team responsible for Brex’s AI customer service platform — optimizing instruction sets, driving quality, and expanding AI across chat, voice, and email
- You’ll also own the internal side of the equation: building and deploying AI-powered tools that give Brex’s CX team a measurable productivity edge — from agent-assist and real-time guidance to QA automation and workflow tooling
- You’ll own the metrics that matter on both sides, define what “great” looks like for AI performance, and partner with Product and Engineering to shape the roadmap
- This is not a research or strategy-deck role
- You’ll build, ship, and iterate on systems that make Brex’s CX the best support on the planet — and lead the team that makes it happen
- Lead the CX Strategy team, setting direction, developing team members, and aligning priorities to CX and company goals
- Collaborate with CX leaders to drive performance metrics: resolution rate, CSAT, quality, resolution time, escalation rates, etc. Monitor the results and drive improvement when targets aren’t met
- Own the CX AI roadmap from opportunity discovery through implementation — prioritize where AI can improve efficiency and customer experience, and sequence investments that compound over time
- Collaborate with Systems and Engineering to drive CX AI performance — instruction set optimization, channel expansion (chat, voice, email), containment quality, and escalation handling, etc
- Define the standard for what an AI-augmented CX team looks like at Brex: how AI agents and human operators divide and conquer, where handoffs happen, and how to maintain customer experience quality as automation scales
- Own the development and deployment of internal AI tools that make Brex’s CX team faster, more accurate, and more consistent — including agent-assist tooling, real-time guidance systems, QA automation, and workflow-level automations
- Partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure underneath these tools — knowledge reliability, shared workflows, and feedback loops that improve both customer-facing and internal AI systems over time
- Measure internal AI adoption and impact: track agent productivity, time-to-resolution improvements, QA automation rates, and coaching effectiveness. Close the loop between data and iteration
- Partner cross-functionally with CX Leadership, Strategy & Enablement, Product, Engineering, and Data to scope, build, and launch AI improvements. Represent CX in EPD conversations with a point of view grounded in customer outcomes and operational metrics
- Drive internal AI adoption — ensure the CX team is equipped with the training, workflows, and confidence to work alongside AI effectively
- Communicate AI performance and strategy to CX leadership and executive stakeholders; translate data into clear narratives that drive decisions
- Medical, dental & vision
- Generous vacation
- Spring Health & Calm
- Year-end company shutdown
- Milk Stork for nursing parents
- In-office days, lunches & offsites
- Commuter benefits
- 4 fully remote weeks
- Carrot Fertility benefits
- Generous parental leave
- Proven cross-functional collaboration skills — you’ve worked across CX, Product, Engineering, and Data to drive customer-centric improvements
- 4+ years in CX strategy, AI operations, product operations, or a related function at the intersection of technology and customer experience — ideally in a fast-paced tech or fintech environment
- Strong analytical skills: comfortable digging into conversation data, contact…
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