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Senior Technical Customer Representative (EST)

CDI
Paris
Salaire : 50K à 55K $
Télétravail fréquent

Brevo
Brevo

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Le poste

Descriptif du poste

Collaboration and innovation, while staying humbly open is at the root of our identity. Brevo, formerly known as Sendinblue, is the leading Customer Relationship Management (CRM) suite designed to efficiently build meaningful customer relationships at scale in a fast changing digital world. With Brevo, businesses have a unified view of the customer journey in one easy-to-use platform to grow their business with intuitive marketing and sales tools such as Marketing Automation, Marketing Campaigns over 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 in one CRM suite. Brevo reached the coveted Centaur status with $100M ARR in January 2023, and has more than 800 employees globally. Its global operations are headquartered in Paris. 

As the recipient of 2022 Best in Biz SMBs and 2023 Built In Best Places to Work awards, we truly value creating a space where our team members and clients feel that they are heard and respected. North America is our fastest growing market and this is a heavily influential role. If you’re looking for a fast-paced and exciting environment where your potential for growth and development is unlimited, then we look forward to meeting you soon!

Main Mission:

Within the international Customer Experience team, you will be the preferred intermediary of our Enterprise accounts by helping in the diagnosis and resolution of their technical problems.

As a Senior Technical Customer Representative, you will help the client to achieve a seamless experience with our platform to make them entirely satisfied and to ensure retention and upsells.

As a Technical Customer Representative, you will:

  • Address challenging customers with their technical topics
  • Diagnose, report, track, and resolve system, client, and operational issues effectively.
  • Prioritize, troubleshoot, and devise response plans for platform-related concerns.
  • Communicate efficiently via email, tickets, and phone regarding issues.
  • Coordinate meetings with customers as needed.
  • Manage escalated topics outside the department (Product, Tech, Sales, etc.).
  • Collaborate in bug resolution with technical teams, including ticket creation, testing, and follow-up.
  • Monitor and improve key performance indicators (KPIs) such as CSAT and first response time.
  • Manage multiple tickets with confidence simultaneously.
  • Be an advisor for our clients
  • Aim to deliver exceptional customer experiences to all clients consistently.
  • Develop proactive strategies to anticipate and surpass customer expectations.
  • Identify gaps in knowledge to empower customers and minimize case volumes.
  • Collaborate closely with all Brevo departments, particularly the CSM team.
  • Demonstrate expertise and commitment to contribute to client retention and upselling efforts.
  • Enhance our processes to boost customer satisfaction levels.
  • Develop your technical knowledge
  • 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 (DNS record creation/modification, email-friendly HTML, and the Brevo API).
  • What will contribute to your success:

  • Autonomy, curiosity, and investigation are key in this position
  • Strong communication skills in English; ability to speak other languages is a plus
  • 2+ years experience in Customer Service, or Technical Account Manager preferably in a SaaS company
  • Advanced knowledge of technical troubleshooting and APIs
  • Strong ability to understand, manage, follow, and drive customers’ needs and strategy
  • Excellent presentation, written, and oral communication skills
  • Ability to resolve issues and collaborate with all departments
  • Aptitude to explain and understand technical topics easily
  • What we offer:

  • Hybrid/Remote work options
  • Bi-Annual Global Team Building Trip
  • Health/vision/dental benefits - Employer-sponsored
  • Employee Share Ownership Plan
  • Gym Pass
  • Lunch on us! Monthly lunch-stipend 
  • Parental leave top-up (up to 22 weeks)
  • Simple IRA with an employer contribution match
  • Opportunities for professional development
  • Work with an international and collaborative scale-up in a hyper-growth environment
  • Tons of fun team outings/activities and more!
  • 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.

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