Customer Experience Representative

Summary

Join Brevo's growing Customer Experience team in North America as a Customer Experience Representative! You will manage and resolve client tickets via email and phone, ensuring timely and professional responses. This role requires excellent communication skills and at least one year of experience in customer service and technical marketing support. You'll build strong client relationships, collaborate with the tech team, and develop a deep understanding of email best practices and Brevo's platform. Brevo offers a hybrid work option, comprehensive benefits, professional development opportunities, and a fun, collaborative work environment. This is a fast-paced, influential role in a rapidly expanding market.

Requirements

• Excellent written and spoken communication skills in English
• At least 1+ year of experience in customer service
• 1+ year of experience in technical marketing support, including knowledge of marketing automation, email marketing principles and practices, CRM systems, or digital advertising platforms
• Ability to adapt to our office culture, which combines a friendly and relaxed atmosphere with a strong emphasis on professionalism, as well as value highly collaborative teamwork and seamless integration into our supportive framework

Responsibilities

• Manage and resolve daily client tickets via email and phone in a timely and professional manner
• Answer all incoming client calls with professionalism, using the appropriate tone
• Ensure that clients’ questions and problems are addressed properly and in a timely manner
• Handle challenging customers and escalate complex issues outside of the department when necessary
• Strive to provide all customers with an exceptional experience by going above and beyond their expectations
• Cultivate strong client relationships and collaborate closely with the tech team to identify and address bugs
• Having a deep understanding of email best practices, along with extensive knowledge of our platform and the tools available to assist our valued customers
• Develop a solid understanding of technical aspects related to email marketing, such as DNS record creation/modification, and the Brevo API

Preferred Qualifications

• Additional languages are a plus
• Customer-focused with the ability to build strong customer relationships and instill confidence

Benefits

• Hybrid work options
• Bi-Annual Global Team Building Trip
• Health/vision/dental benefits - Employer-sponsored
• Lunch on us! Monthly lunch-stipend
• Parental leave top-up (up to 22 weeks)
• Simple IRA with an employer contribution match
• Opportunities for professional development
• Social, green and rainbow alliance committees to take care of environmental and social matters
• Work with an international and collaborative scale-up in a hyper-growth environment
• Tons of fun team outings/activities and more!
• Flexible working hours and remote work