Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Tristan Phipps

Charlotte

Summary

Accomplished leader in financial technology with a focus on customer experience and technical support. Demonstrated success in troubleshooting and resolving intricate software challenges while maintaining strong client relationships. In-depth knowledge of industry regulations and superior communication skills support collaboration with cross-functional teams to enhance product offerings.

Overview

8
8
years of professional experience

Work History

Board Member

Time Out Youth
Charlotte
08.2025 - Current
  • Participated in strategic planning sessions to guide organizational direction.
  • Engaged stakeholders in discussions about community impact initiatives.
  • Provided insights on organizational performance through data analysis.
  • Advocated for transparency in decision-making processes within the board.
  • Participated in various committees to meet specialized goals.
  • Attended board meetings and reviewed meeting agendas.
  • Engaged in public relations activities to promote company mission, vision, values, products, services, and brand image.
  • Engaged in fundraising and resource development efforts by reaching out to interested partners and donors.
  • Provided guidance on ethical considerations related to business decisions or activities.
  • Facilitated communication between board members during decision-making processes.
  • Provided strategic direction to the organization by setting goals and objectives.
  • Approved organizational strategies, budgets and business decisions.

Customer Success Manager

Brex
Charlotte
05.2024 - Current
  • Drove customer retention and growth by independently developing and executing strategic account plans for a portfolio of 160+ accounts.
  • Deeply understand customer health by proactively monitoring accounts through cases, product usage, dashboards, and customized alerts to identify and mitigate churn risks.
  • Advocated for customer needs across Engineering, Product, and Design (EPD) teams, ensuring their feedback.
  • Shaped product improvements and new features.
  • Maximized customer value by meeting with clients to optimize their accounts and drive Gross Merchandise Volume (GMV).
  • Ensured financial health and flexibility by proactively monitoring accounts to confirm that customers maintained sufficient credit limits to support their business growth.
  • Spearheaded product adoption, retention, and revenue growth while owning key metrics for a diverse book of business.
  • Managed customer onboarding processes to ensure smooth integration with platform features.
  • Conducted regular check-ins with clients to assess satisfaction and gather feedback.
  • Drove customer escalations to resolution by engaging directly with clients.

Community Lead

BREX
Charlotte
01.2024 - Current
  • Shaped community direction through cross-functional collaboration with the Culture Team to define quarterly priorities and plans.
  • Ensured strategic alignment by leading program planning that resonated with the overall company culture.
  • Proactively fostered a thriving, engaged community by regularly monitoring group health.
  • Championed the community's needs by advocating for vital resources, policy improvements, and budget support.
  • Co-created impactful community roadmaps and engagement plans in partnership with Culture program leads.
  • Expertly coordinating annual Pride Month celebrations and significant company moments.
  • Cultivated a strong sense of belonging by planning and executing consistent connection opportunities that drove member engagement.
  • Successfully managed all aspects of event curation, from initial planning and execution, to budget allocation.
  • Fostered a safe and inclusive space for individuals, ensuring all community members felt respected and valued.
  • Led comprehensive program planning monthly, ensuring all community initiatives directly supported.
  • Reinforced the overall company culture strategy, contributing to a cohesive and engaged employee experience.

Senior Customer Support Specialist (1-3)

BREX
Charlotte
05.2022 - Current
  • Served as the primary point of contact, expertly resolving complex customer inquiries across multiple channels with timely and effective solutions.
  • Crafted professional and empathetic responses, fostering positive customer experiences.
  • Proactively triaged support requests, identified emerging trends, and escalated insights to the team for preventative problem-solving and product improvement.
  • Expertly diagnosed and resolved technical issues with Brex's financial software, providing clear guidance and remote assistance; escalated complex cases to engineering with detailed documentation.
  • Collaborated strategically with cross-functional teams (including Engineering, Product, and Customer Success) to expedite issue resolution, and contribute valuable feedback for product enhancement.
  • Adhered to strict industry regulations and data privacy standards while handling sensitive financial information.
  • Empowered customers to maximize their use of Brex's platform through clear explanations and proactive support, driving product adoption.
  • Mentored new hires and shared knowledge within the team, contributing to overall team growth and expertise.
  • Meticulously documented and tracked software bugs for engineering, ensuring systematic issue resolution.
  • Served as a Subject Matter Expert (SME) across critical Brex functionalities (e.g., integrations, financials, money movement, payments), providing expert guidance.
  • Led and executed various projects, demonstrating ownership, and driving successful outcomes.
  • Provided expert support for Brex Travel, efficiently resolving issues related to travel policies, expenses, and.
  • rewards.
  • Effectively triaged and escalated complex Brex Travel booking issues to the dedicated travel team.

Home Advisor

Better
charlotte
11.2021 - 03.2022
  • Partnered with loan consultants to aggressively build a robust pipeline of potential customers and borrowers.
  • Engaged prospective clients effectively via phone and email.
  • Educated potential homeowners on the buying process, mortgage terms, and rate inquiries.
  • Consulted with borrowers to navigate challenges and achieve their homeownership aspirations.
  • Built a strong rapport and maintained consistent communication with prospective clients.
  • Served as the primary point of contact for customers throughout the pre-lock mortgage process.
  • Acquired and reviewed applicant credit histories and documentation to assess loan eligibility.
  • Proactively identified and offered solutions for customers facing credit-related obstacles.

Onboarding Specialist

Townsquare interactive
Charlotte
01.2021 - 11.2021
  • Led and managed multiple concurrent website development projects for diverse clients.
  • Conducted in-depth client consultations to define branding, online marketing objectives, and unique value propositions.
  • Orchestrated website build processes by strategically assigning tasks across SEO, copywriting, graphic design, and development teams.
  • Independently and collaboratively, conducted thorough website reviews with clients to ensure quality and alignment prior to launch.
  • Ensured seamless website transitions by scheduling go-lives and facilitating introductions to dedicated Account Managers.
  • Served as the primary point of contact throughout client onboarding, providing comprehensive education on package offerings.
  • Successfully managed full pipelines of both market and national clients, efficiently addressing all client needs.
  • Ensured timely and successful website launches while cultivating strong customer relationships.
  • Collaborated with Account Executives and Digital Marketing Specialists to facilitate smooth post-launch account transfers.
  • Managed pre-launch website edits, ensuring content accuracy, alignment with business models, and adherence to Google's best practices.
  • Initiated and executed successful domain transfers from clients and third-party providers.

Inside Sales/Product Development Specialist

Driven Brands
Charlotte
01.2018 - 06.2020
  • Managed key strategic relationships with major clients, serving as the primary resource for Take 5 Oil Changes centers, Meineke Car Care franchisees, and their operations.
  • Cultivated strong partnerships as the main point of contact for franchisee owners, guiding them to maximize product utilization for significant cost savings.
  • Proactively identified optimization opportunities, and developed tailored solutions to address the unique needs of individual franchisees.
  • Spearheaded program development and implementation with clients, defining customer-centric solutions, articulating benefits, and presenting comprehensive plans.
  • Collaborated cross-functionally with the Billing and Accounts Receivable teams to efficiently resolve ordering and billing inquiries, payment issues, and program participation approvals.
  • Managed relationships with third-party suppliers to ensure seamless program implementation and adherence to Service Level Agreement (SLA) requirements.
  • Delivered on-site training to clients and franchisees to enhance program awareness, build organizational commitment, and develop staff skills in alignment with program objectives.
  • Maintained and updated the internal product knowledge database to ensure the accuracy and accessibility of information.
  • Identified and documented product-related issues, gathering comprehensive information on customer experiences to drive improvements.
  • Conducted engaging product demonstrations, and effectively communicated key features and benefits to clients and all franchisees.
  • Tracked critical program metrics, and developed insightful spreadsheets and data models to monitor performance and identify trends.

Education

Some College (No Degree) - Business Administration

Central Piedmont Community College
Charlotte, NC

Some College (No Degree) - Business Administration

University of North Carolina At Charlotte
Charlotte, NC

Skills

  • Strategic planning
  • Stakeholder engagement
  • Data analysis
  • Ethical decision making
  • Fundraising strategies
  • Customer retention
  • Community alignment
  • Cross-functional collaboration
  • Relationship building
  • Problem solving
  • Event management
  • Effective communication
  • Mentorship and coaching
  • Project management
  • Public relations
  • Strategic thinking
  • Operational efficiency
  • Policy evaluation
  • Customer focus
  • Industry expertise
  • Operations management
  • Diversity and inclusion
  • Global perspective
  • Regulatory compliance
  • Business consulting
  • Organizational growth
  • Financial administration
  • Conflict mediation
  • Leadership experience
  • Nonprofit experience
  • Organizational skills
  • Active listening
  • Product development
  • Professionalism
  • Complex Problem-solving
  • Board oversight
  • Market research

References

References available upon request.

Timeline

Board Member

Time Out Youth
08.2025 - Current

Customer Success Manager

Brex
05.2024 - Current

Community Lead

BREX
01.2024 - Current

Senior Customer Support Specialist (1-3)

BREX
05.2022 - Current

Home Advisor

Better
11.2021 - 03.2022

Onboarding Specialist

Townsquare interactive
01.2021 - 11.2021

Inside Sales/Product Development Specialist

Driven Brands
01.2018 - 06.2020

Some College (No Degree) - Business Administration

Central Piedmont Community College

Some College (No Degree) - Business Administration

University of North Carolina At Charlotte

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Tristan Phipps