SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Brex is seeking an experienced AI operator and leader to own the strategy and execution of AI-powered customer experience. You will lead the team responsible for Brex's AI customer service platform, optimizing instruction sets, driving quality, and expanding AI across chat, voice, and email channels.
On the customer-facing side, you'll lead the CX Strategy team, setting direction and developing team members while aligning priorities to CX and company goals. You'll collaborate with CX leaders to drive performance metrics including resolution rate, CSAT, quality, resolution time, and escalation rates. You'll own the CX AI roadmap from opportunity discovery through implementation, prioritizing where AI can improve efficiency and customer experience. Working with Systems and Engineering, you'll drive CX AI performance through instruction set optimization, channel expansion, containment quality, and escalation handling.
Internally, you'll define what an AI-augmented CX team looks like at Brex, determining how AI agents and human operators divide work and where handoffs occur. You'll own the development and deployment of internal AI tools that make the CX team faster, more accurate, and more consistent—including agent-assist tooling, real-time guidance systems, QA automation, and workflow automations. You'll partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure underneath these tools, ensuring knowledge reliability and feedback loops that improve both customer-facing and internal AI systems.
Cross-functionally, you'll partner with CX Leadership, Strategy & Enablement, Product, Engineering, and Data to scope, build, and launch AI improvements. You'll represent CX in executive product discussions with a point of view grounded in customer outcomes and operational metrics. You'll drive internal AI adoption, ensuring the CX team is equipped with training, workflows, and confidence to work alongside AI effectively.
The role is based in Brex's São Paulo office with a hybrid model requiring a minimum of three coordinated days in the office per week (Monday, Wednesday, Thursday), plus up to four weeks per year of fully remote work.
