Customer Experience Associate FR - Self Serve

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, **our 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. We recently exceeded 200m ARR and reached a major milestone by **becoming a Unicorn**, backed by strong growth and global expansion - and we’re just getting started! Join as a **Customer Experience Associate** and be the bridge between our technology and our customers, managing interactions across phone, email, and chat. Resolve customer concerns efficiently while ensuring a positive experience. If you have a strong customer service background, excellent communication skills, and the ability to work independently and collaboratively while providing top-notch service and putting customers first, we’d love to hear from you. Shift: Monday–Wednesday: 7:00 AM–4:00 PM Thursday–Friday: 9:00 AM–6:00 PM ### Your impact at Brevo: - Manage and resolve daily client tickets and ensure that clients' questions and problems are resolved properly and quickly. - Direct the client with the right set of solutions over a phone call (incoming & outgoing both) - Address challenging customers and problems that require escalation outside of the department. - Strive to provide all customers with 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. - Develop familiarity with technical aspects of email marketing, such as DNS record creation/modification, email-friendly HTML, and the Brevo API. ### Who you are: - At least 2+ years of experience in customer service - Excellent written and spoken communication skills in French **[C1 AND ABOVE]** - Customer-focused with the ability to build customer relationships and customer confidence. - Work experience on tools such as JIRA, Freshdesk/Zendesk is an asset - Familiarity with email marketing - The ability to jump right into a fun and relaxed office culture 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 in French - Hiring Manager Interview - 60 mins - Final Case Study - 60 mins in office