Brevo
Brevo

Team Lead Customer Experience

Sumár práce
Zmluva na dobu neurčitú
Paris
Plat: Neuvedené
Niekoľko dní doma
Zručnosti & odborná znalosť
E-mailový marketing
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Brevo
Brevo

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Popis pracovnej ponuky

Our Customer Experience team is currently seeking his future Team Lead for our Paris office.  You will manage a team of Customer Experience Representatives, SR Representatives & Specialists and SR Specialists with different backgrounds and nationalities. You will ensure team members are trained and led on a path to success in their roles!

As Customer Experience Team Lead, you will:

  • Be a mentor and referent for your team members: give them advice to identify, understand and anticipate complex cases, explain processes, and help them develop their skills
  • Ensure a smooth daily organization and administration management: make sure back-ups are available, manage schedules and leaves
  • Be an advocate for your team: communicate about improvement and best practices, demonstrate new features, and identify training needs and provide the resources
  • Manage the onboarding of newcomers : welcome and introduce them to the teams, following them during their first steps in the company, teach our tools and processes, and ensure their good integration
  • Ensure a great customer experience: improving processes and tools, managing feedback from team members and sharing it with the manager, reassigning tickets when necessary, checking stats for all teammates and ensuring objectives are met
  • Be a team player: have a global view of the activity and backlog, anticipate and schedule, and collaborate and communicate with other offices around the globe

    • What will contribute to your success:

  • At least 2+ years of experience in a Customer Experience role
  • Prior experience in a management role
  • Fluent in English (mandatory)
  • Italian language skills are preferred but non mandatory
  • Excellent team-building and team-management skills
  • Customer-focused and analytical
  • Enthusiastic team-player with an ability to collaborate with management in our global offices
  • Excellent verbal and written communication skills
  • Good understanding of digital marketing i.e. email-marketing software

    • What we offer:

  • A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
  • Brevo offers an Ownership Plan, which is inspired by ESOP or stock programs. This way, you will participate in the event of financial success with a considerable bonus
  • Meal vouchers - Swile (12,5 € per day)
  • Excellent private health care, of which 70% is covered by the company
  • RTT
  • Bi-annual global company offsite; inter-office trips (when the current sanitary situation permits)
  • Work's council benefits (Leeto)
  • Social and green committees to take care of environmental and social matters
  • Several services related to prevention, health and personal and professional well-being on Welii platform
  • Very competitive referral program
  • Second parent leave: 1 month of fully paid leave
  • Kids leave: additional time off if your children are sick and need you
  • English and French classes, and over 155000 courses available on Udemy
  • Budget to support your workspace at home
  • A modern office in a central location with free fruits, drinks & lots of fun activities
  • Relocation package and visa sponsorship for international talents
  • Sustainable Mobility Package if you choose to commute to work on a mechanical or electric bike...and more!

    • Meet us!

  • A 30-min interview with our HR Team  
  • A role-play 
  • A 60-min video interview with our Head of CX and Associate Head of CX 
  • A 45-min video interview with our Global VP Customer Experience

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