Customer Experience Representative - German Speaker

Summary

Join Brevo as a Customer Experience Representative - German Speaker and become the voice of the company for German-speaking Enterprise clients. This role blends empathy, communication, and problem-solving with a deep dive into the platform's technical aspects. You will guide clients, ensure satisfaction, and collaborate to improve their experience. Responsibilities include acting as a trusted advisor, proactively addressing client needs, helping clients become autonomous, collaborating with other teams, and identifying process improvements. Technical support involves handling platform issues, translating technical issues, escalating complex problems, and participating in troubleshooting. Growth opportunities include developing technical knowledge, building email marketing expertise, and understanding DNS and API integrations. Brevo offers a unique opportunity in a collaborative environment.

Requirements

• You are fluent in German and has an advanced proficiency 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

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

Preferred Qualifications

• Knowledge of technical troubleshooting and APIs is a plus
• Ability to speak other languages is a plus

Benefits

• Meal vouchers - Swile (12,5 € per day)
• Excellent private health care, of which 70% is covered by the company
• RTT
• Inter-office trips
• Work's council benefits (Leeto)
• Social and green 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 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 for international talent
• Sustainable Mobility Package if you choose to commute to work on a mechanical or electric bike
• Brevo values work-life balance and offers flexible working hours and remote work