Senior Technical Customer Experience Representative

Summary

Join Brevo's international Customer Experience team as a Senior Technical Customer Experience Representative! You will be the primary point of contact for Enterprise accounts, providing technical support and ensuring client satisfaction. Responsibilities include diagnosing and resolving technical issues, collaborating with internal teams, and monitoring key performance indicators. This role requires strong technical skills (API, HTML, DNS, etc.), excellent communication, and at least two years of experience in a technical customer service or technical account management role within a SaaS company. Brevo offers a competitive compensation package, including meal vouchers, health insurance, paid time off, flexible working hours, remote work options, and various employee benefits.

Requirements

• You are fluent in English and German
• At least 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, follow, and drive customers’ needs and strategy
• Excellent presentation, written and oral communication skills
• Ability to resolve issues and collaborate with all departments
• Aptitude to explain technical topics in an easy way

Responsibilities

• Be an advisor for our clients
• Strive to provide all customers with outstanding customer experience
• 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 all the Brevo departments and especially with the CSM team
• Address challenging customers with their technical topics
• Diagnose, report, follow, and resolve system, clients, and operational issues that impact
• 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
• 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)

Benefits

• Meal vouchers - Swile (12,5 € per day)
• Excellent private health care, of which 70% is covered by the company
• RTT
• Bi-annual global company offsite; inter-office trips (when the current sanitary situation permits)
• 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
• Flexible working hours and remote work