Customer Experience - Support Representative - English Speaker H/F Brevo

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 aCustomer Experience Representative - English Speakerat Brevo, you'll be the voice of our company for our English-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 trustedadvisorto clients, providing exceptional support and building strong, lasting relationships
- Proactivelyanticipate and respondto client needs, helping resolve issues and exceed expectations
- Help clients become more autonomous by guiding them through technical topics likeHTML basics, APIs, and plug-in integrations(don't worry, we'll support your learning too!)
- Collaborate closely withCustomer Success,Product, andTechteams to ensure seamless service
- Identify opportunities forprocess improvementand contribute to clientretention 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 ofHTML,APIs, and common email configurations likeDNSandDKIM(training provided)
- Keep an eye on key KPIs (e.g.,CSAT,first response time) and help us raise the bar

Growth & Development: - Continuously develop yourtechnical knowledgeof the platform and tools we offer
- Build expertise inemail marketing best practices, especially around email deliverability and related configurations
- Develop a strong understanding ofDNS record management, email-friendly HTML, and API integrationsto better support and empower clients
- We're looking for someone withcuriosityanda 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 oftechnical troubleshootingandAPIs 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 Talent Acquisition
- Case study
- A debrief/interview with the Hiring Manager
- On Site Interview with our Heads of Customer Experience

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.