Customer Experience Associate EN - Ecommerce

Job description

At Brevo, we’re not just building a CRM. With our technology, **we’re helping millions of organizations build lasting relationships with their customers.** From emails and SMS to WhatsApp, Chat, and Marketing Automation, o**ur tools are intuitive, powerful, and built to scale with every ambition.** We give businesses a clear view of the customer journey, so they can focus on what matters: connection. As a **certified B Corp**, we’re proud to grow with purpose, committed to high standards of social and environmental impact, not just performance. Today, more than **500,000 businesses** across **180 countries**—from NGOs like Amnesty International to global brands like Carrefour, eBay, Louis Vuitton, and Michelin—trust Brevo to engage their audiences, cut through complexity, and deliver results. Our **reliable technology** and **75+ integrations** help them create **unparalleled customer experiences,** without the usual tech headaches. In 2024, we reached **€179M ARR** with nearly **1,000 team members** worldwide. And we’re just getting started! PushOwl is an e-commerce SaaS product serving more than 50,000 customers globally, primarily across the US and Europe. Leading brands such as Levi’s, Louis Vuitton, Tissot, Chanel, and L’Occitane use PushOwl to engage customers and drive revenue through targeted marketing. As part of Brevo, one of the world’s leading CRM and marketing platforms, PushOwl contributes to a broader vision for connected, omnichannel marketing experiences for Shopify merchants. By combining PushOwl’s e-commerce expertise with Brevo’s wider product ecosystem, technology, and global reach, we are helping businesses engage their customers more effectively across the entire customer journey. **The Role:**Join us as a **Customer Experience Associate** and be the bridge between our technology and our customers, managing interactions across phone, email, and chat. You will resolve customer concerns efficiently while ensuring a positive experience. ***We are looking for strategic problem-solvers, not just task executors.*** If you have a strong customer service background, excellent communication skills, and the ability to work independently and collaboratively to provide top-notch service and put customers first, we’d love to hear from you. ### Your impact at Brevo: - Manage and resolve daily client tickets and ensure that clients' questions and problems are resolved properly and quickly. - Address challenging customers and problems that require escalation outside of the department. - Strive to provide all customers with an outstanding customer experience - 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. - May be required to work weekend shifts and/or open to working night shifts (Comp Off/Allowance provided) - Develop familiarity with technical aspects of email marketing, marketing automation, e-commerce, DNS record creation/modification, email-friendly HTML, and the Brevo API. ### Who you are: - **3+ years** of hands-on experience in high-volume, technical customer support or client-facing operations (SaaS or Tech background preferred). - You know how to use AI tools as an assistant, but you never rely on them blindly. You test, verify, and apply your own sharp judgment to every solution. - Experience with or a strong willingness to master DNS records, APIs, HTML, e-commerce workflows, and support toolings like Freshdesk, Zendesk, or JIRA. - Flawless written and verbal communication skills with the ability to translate complex technical jargon into clear, actionable advice for non-technical users. - You operate with extreme ownership, thrive in fast-paced environments, and remain composed under pressure. - Comfortable working in rotational, weekend, or night shifts as operational needs require (appropriate allowances/comp-offs provided) If you don’t meet all the requirements below but believe this opportunity matches your expectations and experience, we still encourage you to apply! ### Why people love working at Brevo: - **A place to grow, together:** Join a diverse, international team in a modern office buzzing with energy and ideas. - **Practical perks for everyday balance:** Cab Facility and per-day meal vouchers; Employee-friendly salary structure; [1.4x](http://1.4x) pay on holidays/weekends for critical work; excellent referral program with high-value gift options (e.g., bike, flight tickets) - **Learning, every step of the way:** Over 1,55,000 courses on Udemy, along with facilitator-led sessions, and personalized training programs tailored to individual and team needs - **Flexible for life:** A hybrid setup (2 days WFH), budget for your home workspace, and a generous leave policy to help you balance life and work effortlessly - **Wellbeing that works:** INR 10 Lakh medical insurance, maternity support, childcare facilities, and wellness bonuses to keep you and your family covered - **A culture that cares:** Annual company off-sites, inter-office trips, team outings, active social, green, and LGBTQIA+ communities, along with festive celebrations - all making Brevo a vibrant and inclusive workplace. ### Your candidate journey: - HR Screening: 30 mins - Take-Home Case Study: 24 to 48 hours - Team Interview: In-office- 60 Mins - Hiring Manager Interview: Virtual 60 mins - Cultural Fitment with HOD: Virtual 30 mins