Customer Experience Representative - English (Hybrid Remote Policy)

Full Details of Job Post

Brevo is the leading Customer Relationship Management (CRM) suite designed to enable millions of organizations to connect with people using technology for their success. Our platform gives businesses a unified view of the entire customer journey, empowering them to grow with intuitive marketing and sales tools, including Marketing Automation, Email, SMS, WhatsApp, Chat, and much more.

Today, more than 500,000 businesses across 180 countries, including Sodexo, Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo’s reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales.

Brevo reached €142M ARR in 2023 (40% growth year on year) and has close to 1,000 employees globally.

At Brevo, our Customer Experience Representatives are proactive problem-solvers who go beyond providing exceptional email and phone support. In this role, you’ll dive deep into our product, becoming an expert who can anticipate customer needs, resolve issues efficiently, and offer creative, personalized solutions to help our customers succeed. You’ll also collaborate closely with our tech and product teams to address challenges and improve our offerings. We’re looking for a motivated English native speaker to join our Berlin team and make a meaningful impact by delivering a first-class customer experience and fostering long-term client relationships!

• Manage and resolve daily client tickets
• Ensure an outstanding customer experience by resolving questions and problems properly
• Address challenging customers and problems that require escalation outside of the department
• Report, analyze and resolve system, clients, and operational issues that impact
• Grow client relations and work closely with the tech team to identify bugs
• Work independently to master emailing best practices, as well as our platform and the tools we offer customers
• Develop familiarity with technical aspects of email marketing, such as DNS record creation/modification, email-friendly HTML, and the Brevo API

• Native speaker/fluent in English (mandatory)
• Customer focused 
• At least a first experience in customer management focused on retention
• Familiarity with email marketing is a plus
• SaaS experience is a plus 
• The ability to jump right into a fun and relaxed company culture!

• 30 days of vacation
• Fully paid Urban Sports Club M Membership
• Budget to subsidize various expenses like Lunch, Internet and well-being
• Subsidized BVG ticket for public transportation
• Budget to support your workspace at home
• Language learning with Babbel app!
• Second parent leave: Additional 1 month of fully paid leave
• Global company offsite and inter-office trips
• A modern and very cool Office in Berlin + 3 Days Home Office
• Free fruits & drinks
• Pizza Wednesdays, Monthly breakfasts & many other events & fun activities
• Learning & development opportunities
• and much more!

• TA Call
• Hiring Manager interview
• Case study + Presentation
• Final Interview with general Manager at the Berlin office

Brevo puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination. 

Brevo values work-life balance and offers flexible working hours and remote work. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.