Customer Experience/Support Representative

il y a 3 jours

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
Customer Experience Representative - Spanish and French Speaker - Tuesday to Saturday shift
As a Customer Experience Representative - Spanish and French Speaker at Brevo, you'll be the voice of our company for our Spanish and French-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 in Spanish and French and has an advanced proficiency 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 If you don't meet all the requirements below 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.
  • Practical perks for everyday balance: RTT days off, 50% public transport reimbursement, Sustainable Mobility Package (whether you ride a classic bike or go electric, we support your choice to commute greener) and daily Swile meal vouchers (€12.50/day).
  • Learning, every step of the way: Access to English classes and 155,000+ courses on Udemy, plus a strong internal culture of knowledge-sharing and support.
  • Flexible for life: A remote-friendly setup, budget to support your home workspace, and relocation assistance for international talents.
  • Wellbeing that works: Top-notch private healthcare (70% covered), 6-week second-parent leave, extra time off if your child is sick and needs you, and Several services related to prevention, health and personal and professional well-being on Welii platform
  • 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+ communities, plus Work Council benefits via Leeto, all here to support what matters to you, inside and outside of work.
Our candidate journey:
  • Introductory call with the Talent Acquisition 
  • Case study
  • Interview & debrief with the Associate Head of Customer Exeperience
  • Final interview with the Senior Head of Customer Experience
  • Reference Check
Whoever you are, wherever you're from, if this role speaks to you, we'd love to hear from you. At Brevo, we're proud to be an AI-first company. Still, every application is carefully reviewed by a member of our team.
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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