Customer Support Specialist

About Brico

Brico is building the new standard for financial regulatory licensing. Think TurboTax but for regulated financial institutions. Our mission is to enable innovation and increase access in the financial services space by removing the first barrier to entry – licences. As a fast-growing Series A, customer-loved start-up, we offer a dynamic work environment, where creativity and initiative are at the heart of every project. Joining Brico means becoming part of an entrepreneurial team dedicated to making licensing & compliance cheaper, faster and more joyful.

Role Overview

We’re looking for a Customer Support Specialist who thrives on solving complex problems, managing high-stakes customer situations, and continuously learning new tools and workflows. You’ll work closely with customers, compliance, product, and engineering to ensure an excellent customer experience — even in the most challenging scenarios.

What You’ll Do

• Act as frontline support for customers, handling questions, issues, and complex use cases with clarity and confidence
• Manage sophisticated and senior-level customer escalations with professionalism, empathy, and strong judgment
• Troubleshoot problems deeply, identify root causes, and drive solutions across teams when needed
• Demonstrate strong project management skills by tracking issues, coordinating stakeholders, and ensuring timely resolution
• Quickly learn new products, features, and software tools — and help customers do the same
• Create clear, high-quality help content such as how-to videos, walkthroughs, and support documentation
• Identify patterns in customer feedback and proactively suggest improvements to product and support processes

What We’re Looking For

• A natural problem solver who enjoys digging into complex issues
• Strong project management and organizational skills
• Ability to learn new tools, software, and systems quickly
• Experience handling senior-level or high-impact customer escalations
• Excellent written and verbal communication skills
• Comfort creating instructional content (how-to videos, guides, tutorials, FAQs)
• Calm, empathetic, and solution-oriented approach to customer interactions
• At least 5 years of experience supporting B2B SaaS products, within fintech or legal tech is a plus

Why Join Brico

• Work on meaningful problems with real customer impact
• Collaborate with a smart, fast-moving team
• Opportunity to shape how customer support works as Brico grows
• Continuous learning and ownership from day one

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