Customer Experience/Support Representative

il y a 5 heures

Paris, Île-de-France Brevo Temps plein
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.
We recently exceeded 200m ARR and reached a major milestone by becoming a Unicorn, backed by strong growth and global expansion - and we're just getting started
As a Customer Experience Representative - German 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 challengesTranslate technical issues into clear, actionable steps for both clients and internal teamsWhen needed, escalate complex issues to the appropriate teams, ensuring full context is providedParticipate 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 offerBuild expertise in email marketing best practices, especially around email deliverability and related configurationsDevelop a strong understanding of DNS record management, email-friendly HTML, and API integrations to better support and empower clientsWe'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 in German and has an advanced proficiency in English
  • 2+ years of experience in Customer Service, 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 understand technical topics easily
  • Ability to resolve issues and collaborate with all departments
  • Autonomy, curiosity, and investigation
  • 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 located in a vibrant neighbourhood; Free fruits & drinks & Snacks, Pizza Wednesdays, Monthly breakfasts & many other events and fun activities
  • Practical perks for everyday balance: 125 Euro monthly budget to subsidize expenses like Lunch, Internet and well-being activities; Fully paid Urban Sports Club M Membership; Subsidized BVG ticket for public transportation; 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 and Work from Abroad policy; Relocation package and visa sponsorship for international talents
  • Wellbeing that works: Second parental leave: 1 month of fully paid leave; Company pension plan subsidized by Brevo
  • A culture that cares: From inter-office trips to regular team events, there are plenty of ways to connect beyond your day-to-day. You'll also find active social, green, and LGBTQIA+ committees
Our candidate journey:
  • Video call with TA & People Ops Specialist
  • Case study
  • A debrief with the Hiring Manager and future colleagues
  • On Site Interview with our CEO Germany
Whoever you are, wherever you're from, if this role speaks to you, we'd love to hear from you.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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