Hybrid Customer Experience Representative, English Speaker

at Brevo

• Job title: Customer Experience Representative, English Speaker
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: DNS
• Location requirements: Hybrid, France

About the role

• Customer Experience Representative engaging with German-speaking clients for Brevo’s CRM platform. Combining technical support with exceptional client service for a global audience.

Responsibilities

• 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
• 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
• 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!

Requirements

• 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!

Benefits

• 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