Last week we told some of our customers that Brex would no longer serve them. We did a poor job explaining this decision, which eroded some of the valuable trust we built over the years. I want to clarify why we made these changes, who’s affected by it, and what we’ve learned over the past week.
We made the difficult decision to focus on our core: serving startups and scaled companies. We learned we couldn’t serve smaller businesses well at the same time, and focus was the only way to deliver a level of service we’re proud of.
We didn’t clearly communicate who qualifies as a Brex customer moving forward, which created confusion about which companies Brex would still serve.
Our products are designed for companies that have or will soon reach some level of scale, and inevitably face challenges such as fast-growing headcount, global workforces or significant cash to manage. Therefore, we feel confident in delivering a best-in-class service to customers who meet any of the following criteria:
We designed Brex for companies that reach some level of scale, with a white-glove onboarding, implementation, and support experience. Our goal is to give all customers the same service that a large company receives from day one, with things such as a dedicated point of contact, 24x7 global support, and implementation help.