Senior Technical Customer Experience Representative

As a **Senior Technical Customer Experience Representative**, you’ll play a key role in ensuring our clients have a seamless and successful journey with our platform—driving customer satisfaction, retention, and growth.

As part of our international **Customer Experience team**, you will be the point of contact for our **Enterprise clients**, supporting them in diagnosing and resolving complex technical issues while delivering an exceptional customer experience.

**As Senior Technical Customer Experience Representative, you will**:

- **Be an advisor for our clients**:

- Strive to provide all customers with outstanding customer experience
- Develop your proactivity to anticipate and exceed customer’s expectations
- Identify 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 satisfaction
- **
Address challenging customers with their technical topics**:

- Diagnose, report, follow, and resolve system, clients, and operational issues that impact
- Prioritize, troubleshoot, and build a response plan on issues relating to our platform
- Participate in bug resolution with the technical teams by investigating and using your technical skills on HTML, API calls, SSL, DNS, DKIM, IP configuration
- Monitor the main KPIs (CSAT, 1st response time, ) and make them progress
- **
Develop your technical knowledge**:
**What will contribute to your success**:

- You are fluent in German and has very good English communication skills
- 2+ years experience in a technical Customer Service role, or Technical Account Management preferably in a SaaS company
- Technical knowledge on API, HTML, IP, DNS, SMTP
- Advanced knowledge in technical troubleshooting
- Strong ability to understand, manage and drive customers’ needs and strategy
- Excellent presentation, written and oral communication skills
- Ability to resolve issues and collaborate with other departments
- Aptitude to explain technical topics in an easy way
- Autonomy, curiosity, and investigation

**What we offer**:

- A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
- Meal vouchers - Swile (12,5 € per day)
- Excellent private health care, of which 70% is covered by the company
- RTT
- 2 days of remote work per week
- Bi-annual global company offsite; inter-office trips
- Work's council benefits (Leeto)
- Social, green and rainbow alliance 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 much more

**Meet us**:

- Video call with our TA team (30 minutes)
- A technical case study
- A debrief with the Hiring Manager and future colleagues
- Final Interview with our Ceo Germany or Head of People & Impact DACH

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.