Customer Experience Specialist Jobs in San Francisco, CA

People at Brex

The People team builds and sustains the culture that powers Brex. We focus on talent, growth, and the employee experience — creating an environment where high-agency individuals can thrive. From hiring to development, we design systems that grow with scale and challenge people to reach their potential. It's a team for builders, coaches, and culture-shapers.

What you'll do

As a People Business Partner, you'll act as a trusted advisor and coach to senior GTM leaders and managers, helping them navigate org design, workforce planning, and change management while driving a culture of high performance. In this role, you'll also partner closely with Employee Relations, Compensation, and People Operations, and lead org design conversations that keep GTM's structure aligned with business strategy as it grows.

This role is designed for someone who thrives operating at the intersection of strategic advisory and hands-on execution, and who wants to deepen their partnership with revenue-adjacent and customer-facing organizations at a fast-scaling fintech company.

Where you'll work

This role will be based in our San Francisco office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities

• Act as a trusted advisor and coach to senior leaders and managers across Customer Experience, Implementation, and Sales Development
• Drive a culture of high performance by coaching leaders on setting clear expectations, delivering effective feedback, and applying performance management consistently across their orgs
• Use data and org health metrics to identify trends, diagnose root causes, and recommend proactive interventions to GTM leadership
• Lead org design with GTM leaders, ensuring structure and headcount plans align with business strategy and growth targets
• Partner with Employee Relations on complex, sensitive employee matters, escalating themes and risks as needed while maintaining discretion and sound judgment
• Support bi-annual promotion and performance calibration cycles for your client groups, ensuring rigor, consistency, and fairness in outcomes
• Drive cross-functional People projects in partnership with other People Business Partners and People teams

Requirements

• 5-8 years of experience working in People Business Partner, Employee Relations, or other closely related functions
• Demonstrated experience advising senior leaders on org design, workforce planning, and organizational change
• Strong understanding of performance management practices in high-performance cultures (feedback, coaching, calibration, documentation)
• Experience partnering with Employee Relations on sensitive employee matters, with sound judgment on when and how to escalate.
• Proven ability to build trusted, credible relationships with senior leaders and influence outcomes without direct authority
• Comfort using data to tell a story, identify trends, and drive decisions
• Strong organizational skills with the ability to manage multiple client groups and competing priorities
• Clear, concise communicator, both written and verbal
• Ability to handle sensitive and confidential information with discretion

Bonus points

• Experience supporting Customer Experience, Implementation, Sales Development, or other GTM/revenue-adjacent functions specifically
• Familiarity with HRIS and performance systems like Workday or Lattice
• Experience building or scaling manager enablement, coaching, or leadership development programs

What success looks like

• GTM leaders and managers see you as a trusted, strategic thought partner
• Performance, promotion, and calibration cycles run smoothly and predictably across your client groups
• Org design and workforce planning decisions are grounded in data and aligned with business strategy
• Risks, trends, and underperformance are surfaced early, with thoughtful escalation to Employee Relations and People leadership
• You're building the scope and credibility to grow into a senior/lead People Business Partner role supporting larger or more complex client groups.

Compensation

The expected salary range for this role is $144,640 - $180,800. However, the starting base pay will depend on a number of factors including the candidate's location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.

Brex LLC is a wholly owned subsidiary of Capital One, N.A.