Customer Experience/Support Representative

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. In 2024, we reached €179M ARR with nearly 1,000 team members worldwide. And we’re just getting started

As a Customer Experience Representative - English Speaker at Brevo, you’ll be the voice of our company for our German-speaking clients. This role combines empathy, clear communication, and problem-solving skills with a strong interest in and willingness to dive deep into the technical aspects of our platform. You’ll guide customers through their journey, ensure their satisfaction, and collaborate across teams to improve their experience.

Your Impact at Brevo

• Be a trusted advisor to clients, providing exceptional support and building strong, lasting relationships
• Proactively anticipate and respond to client needs, helping resolve issues and exceed expectations
• Help clients become more autonomous by guiding them through technical topics like HTML basics, APIs, and plug-in integrations (don’t worry, we’ll support your learning too)
• Collaborate closely with Customer Success, Product, and Tech teams to ensure seamless service
• Identify opportunities for process improvement and contribute to client retention and satisfaction

Technical Support (with Growth Opportunity)

• Support clients with issues related to our platform, including login problems, integrations, or setup challenges
• Translate technical issues into clear, actionable steps for both clients and internal teams
• When needed, escalate complex issues to the appropriate teams, ensuring full context is provided
• Participate in troubleshooting alongside technical teams, applying a working knowledge of HTML, APIs, and common email configurations like DNS and DKIM (training provided)
• Keep an eye on key KPIs (e.g., CSAT, first response time) and help us raise the bar

Growth & Development

• Continuously develop your technical knowledge of the platform and tools we offer
• Build expertise in email marketing best practices, especially around email deliverability and related configurations
• Develop a strong understanding of DNS record management, email-friendly HTML, and API integrations to better support and empower clients
• We’re looking for someone with curiosity and a growth mindset — technical fluency can be learned, but customer passion is essential

Who you are

• You are fluent/native in English
• 2+ years of experience in Customer Service or Technical Account Manager, preferably in a SaaS company
• Strong ability to understand, manage, follow, and drive customers’ needs and strategy
• Excellent presentation, written, and oral communication skills
• Aptitude to explain and understand technical topics easily
• Ability to resolve issues and collaborate with all departments
• Autonomy, curiosity, and investigation are key in this position
• Knowledge of technical troubleshooting and APIs is a plus
• Ability to speak other languages is a plus
• If you don’t meet all the requirements above 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 an international team in a bright, collaborative office; free fruits & drinks & snacks; Pizza Wednesdays; monthly breakfasts and many other events
• Practical perks for everyday balance: 125 Euro monthly budget to subsidize expenses like lunch, internet, and well-being activities; Urban Sports Club membership; subsidized public transport; budget to support your workspace at home
• Learning, every step of the way: Language learning with Babbel app
• Flexible for life: 30 days of vacation, 2 days of remote work per week, Work from Abroad policy; relocation package and visa sponsorship for international talents
• Wellbeing that works: S