Senior Technical Customer Experience Representative

About

🌱 Brevo helps businesses fully cultivate more meaningful long-term customer relationships to empower them to grow and realize their most ambitious dreams.

Brevo, formerly known as Sendinblue, is the leading customer relationship management (CRM) suite designed to fully cultivate long-term customer relationships and to empower businesses to expand in a fast changing digital world. With Brevo, businesses have a unified view of the customer journey in one easy-to-use platform thanks to intuitive and scalable marketing and CRM tools such as Email, SMS, WhatsApp, Chat, Marketing Automation, Meetings, and much more.

Today, more than 500k users around the world count on Brevo to power their sales and marketing engines, with more than 3.5 millions emails sent every day from our platform.

They have a team of more than 750+ employees representing over 67 nationalities spread across 9 offices located in Paris, Berlin, Sofia, Wien, Noida, Bengaluru, Toronto, Seattle and New York. This diversity is one of their greatest strengths, creating an environment that is geared towards learning and collaboration to find the best solution to any problem.

At Brevo, you’ll find:

A culture based on caring, diversity, challenges, and strong collaboration
A progressive and happy working environment
International team building events (last year was in Marrakech)

*A state-of-the-art office in the heart of Paris OR Berlin OR Sofia OR Noida OR Bengaluru OR Austin

Brevo is the product of the diversity in terms of backgrounds, nationalities, gender and disability. They are committed to the integration of people with special conditions, and they process all applications in accordance with main principles of non-discrimination.

Job Description

Brevo is the leading and fast-growing Customer Relationship Management (CRM) suite designed to enable millions of organizations to connect with people using technology for their success. Our platform gives businesses a unified view of the entire customer journey, empowering them to grow with intuitive marketing and sales tools, including Marketing Automation, Email, SMS, WhatsApp, Chat, and much more. Today, more than 500,000 businesses across 180 countries, including Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo’s reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales. Brevo reached €179M ARR in 2024 (35% growth year on year) and has close to 1,000 employees globally.

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

Communicate efficiently on issues through email, tickets, and phone and organize meetings when needed with the customersHandle topics that require escalation outside of the department (Product, Tech, Sales…)

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

Work independently to master emailing best practices, as well as our platform and the tools we offer customers

Develop familiarity with technical aspects of email marketing (DNS record creation/modification, email-friendly HTML, and the Brevo API)

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 puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination.

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.