Brevo is the leading and fast-growing 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 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.
As a Senior Technical Customer Experience Representative, your role will be critical in helping clients achieve a smooth, successful experience with our platform — driving customer satisfaction, retention, and upsells.
Within our international Customer Experience team, you will serve as the primary point of contact for our Enterprise accounts, supporting them in diagnosing and resolving technical issues.
As Senior Technical Customer Experience Representative, you will:
Be an advisor for our clientsStrive to provide all customers with outstanding customer experienceDevelop your proactivity to anticipate and exceed customer’s expectationsIdentify knowledge gaps to help enable clients become autonomous on technical topics : HTML, API, Plug-in integrations, in order to reduce the number of cases Work closely with other departments and especially with the CSM team Be knowledgeable and engaged to be part of client retention and upsell and improve our processes to develop customer satisfactionAddress challenging customers with their technical topicsDiagnose, report, follow, and resolve system, clients, and operational issues that impactPrioritize, troubleshoot, and build a response plan on issues relating to our platformCommunicate efficiently on issues through email, tickets, and phone and organize meetings when needed with the customersHandle topics that require escalation outside of the department (Product, Tech, Sales…)Participate in bug resolution with the technical teams by investigating and using your technical skills on HTML, API calls, SSL, DNS, DKIM, IP configurationMonitor the main KPIs (CSAT, 1st response time,…) and make them progressDevelop your technical knowledgeWork independently to master emailing best practices, as well as our platform and the tools we offer customersDevelop familiarity with technical aspects of email marketing (DNS record creation/modification, email-friendly HTML, and the Brevo API)What will contribute to your success:
You are fluent in German and has very good English communication skills2+ years experience in a technical Customer Service role, or Technical Account Management preferably in a SaaS companyTechnical knowledge on API, HTML, IP, DNS, SMTPAdvanced knowledge in technical troubleshootingStrong ability to understand, manage and drive customers’ needs and strategyExcellent presentation, written and oral communication skillsAbility to resolve issues and collaborate with other departmentsAptitude to explain technical topics in an easy wayAutonomy, curiosity, and investigationWhat we offer (Berlin):
A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context125 Euro monthly budget to subsidize various expenses like Lunch, Internet and well-being activities30 days of vacation2 days of remote work per week and up to 8 calendar weeks to Work from AbroadBi-annual global company offsite; inter-office tripsFully paid Urban Sports Club M MembershipSocial, green and rainbow alliance committees to take care of environmental and social mattersVery competitive referral programSecond parental leave: 1 month of fully paid leaveSubsidized BVG ticket for public transportationLanguage learning with Babbel app!Budget to support your workspace at homeA modern and very cool Office with a dedicated gaming room for relaxation and fun!Free fruits & drinks, Pizza Wednesdays, Monthly breakfasts & many other events and fun activitiesRelocation package and visa sponsorship for international talentsLearning & development opportunitiesand much more!What we offer (Paris):
A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth contextMeal vouchers - Swile (12,5 € per day)Excellent private health care, of which 70% is covered by the companyRTT2 days of remote work per weekBi-annual global company offsite; inter-office tripsWork's council benefits (Leeto)Social, green and rainbow alliance committees to take care of environmental and social mattersSeveral services related to prevention, health and personal and professional well-being on Welii platformVery competitive referral programSecond parent leave: 1 month of fully paid leaveKids leave: additional time off if your children are sick and need youEnglish and French classes, and over 155000 courses available on UdemyBudget to support your workspace at homeA modern office in a central location with free fruits, drinks & lots of fun activitiesRelocation package and visa sponsorship for international talentsSustainable Mobility Package if you choose to commute to work on a mechanical or electric bikeand much more!Meet us!
Video call with our TA team (30 minutes)A technical case studyA debrief with the Hiring Manager and future colleaguesFinal Interview with our Ceo Germany or Head of People & Impact DACHBrevo 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. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.
