Customer Experience Representative - English speaker

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 us as a **Customer Experience Representative** for our **Customer Experience Team.** Brevo's Customer Experience Representatives wear many hats. While their first responsibility is to offer direct support, primarily via email and telephone, there are many other elements to the job as well. We are looking for an **English native** speaker to join our team on the Monday-Friday shift. ### Your impact at Brevo: - Manage and resolve daily client tickets via email and phone in a timely and professional manner. - Ensure that clients’ questions and problems are addressed properly and in a timely manner. - Handle challenging customers and escalate complex issues outside of the department when necessary. - Report, analyze and resolve system and operational issues that impact clients. - 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. - Having a deep understanding of email best practices, along with extensive knowledge of our platform and the tools available to assist our valued customers. - Develop a solid understanding of technical aspects related to email marketing, such as DNS record creation/modification, and the Brevo API. ### Who you are: - Fluent in English (mandatory) - Customer focused - At least a first experience in customer management focused on retention - Experience in Customer Success, Customer Service or Customer Support - Familiarity with email marketing is a plus - The ability to jump right into a fun and relaxed office culture - SaaS experience is a plus ### Why people love working at Brevo: - **A place to grow, together :** Join an international team in a bright, collaborative office located in a vibrant neighbourhood. - **Practical perks for everyday balance:** RTT days off, 50% public transport reimbursement, Sustainable Mobility Package (whether you ride a classic bike or go electric, we support your choice to commute greener) and daily Swile meal vouchers (€12.50/day). - **Learning, every step of the way :** Access to English classes and 155,000+ courses on Udemy, plus a strong internal culture of knowledge-sharing and support. - **Flexible for life :** A remote-friendly setup, budget to support your home workspace, and relocation assistance for international talents. - **Wellbeing that works :** Top-notch private healthcare (70% covered), 6-week second-parent leave, extra time off if your child is sick and needs you, and Several services related to prevention, health and personal and professional well-being on Welii platform - **A culture that cares** : From inter-office trips to regular team events, there are plenty of ways to connect beyond your day-to-day. You’ll also find active social, green, and LGBTQIA+ communities, plus Work Council benefits via Leeto, all here to support what matters to you, inside and outside of work. ### Our candidate journey: - Introductory TA call (30 min) - A Case Study to do at home - An interview with your future Team Lead and our Senior Team Leader - An interview with our Head of Customer Experience