Customer Experience Representative

Summary

Join Brevo's Customer Experience team in North America as a Customer Experience Representative! In this fast-paced role, you will manage and resolve client tickets via email and phone, ensuring timely and professional responses. You will address client questions and problems, handle challenging customers, and collaborate with the tech team to resolve issues. Success requires excellent communication skills, a customer-focused approach, and at least one year of customer service experience. Brevo offers a hybrid work option, health/vision/dental benefits, parental leave top-up, a simple IRA with employer contribution match, and opportunities for professional development.

Requirements

• Excellent written and spoken communication skills in English. Additional languages are a plus
• Customer-focused with the ability to build strong customer relationships and instill confidence
• At least 1+ year of experience in customer service
• Ability to adapt to our office culture, which combines a friendly and relaxed atmosphere with a strong emphasis on professionalism, and 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

1+ year of experience in technical marketing support, including knowledge of marketing automation, email marketing principles and practices, CRM systems, or digital advertising platforms

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!