Team Lead, Customer Experience

Summary

Join Brevo's Customer Experience team in Berlin as a Team Lead! Oversee a diverse team of Customer Experience Representatives, guiding, training, and empowering them. Ensure smooth daily operations, mentor your team, advocate for improvements, and facilitate onboarding for new members. Collaborate with other Brevo offices and maintain a comprehensive view of team activities. This role requires prior management experience, 2+ years in Customer Experience, fluency in English, and excellent team-building skills. Brevo offers a comprehensive benefits package including paid time off, subsidized expenses, transportation, and professional development opportunities.

Requirements

• Prior experience in a management role
• At least 2+ years of experience in a Customer Experience position
• Fluent in English (mandatory)
• Excellent team-building and team-management skills
• Customer-focused and analytical
• Excellent verbal and written communication skills
• Good understanding of digital marketing i.e. email-marketing software

Responsibilities

• Deliver an exceptional customer experience: Enhance processes and tools, manage and share team feedback, reassign tickets when needed, monitor team statistics, and ensure objectives are met
• Ensure smooth daily operations: Oversee scheduling, leave management, and ensure back-ups are in place to maintain continuity and efficiency
• Mentor and support your team: Act as a guide and reference point for your team members. Offer advice to help them identify, understand, and anticipate complex cases, clarify processes, and develop their skills
• Advocate for your team: Promote improvements and best practices, demonstrate new features, identify training needs, and provide the necessary resources to support growth
• Facilitate onboarding for new team members: Welcome newcomers, introduce them to the team, guide them through their initial steps, teach tools and processes, and support their integration into the company culture
• Be a collaborative team player: Maintain a comprehensive view of activities and backlogs, plan and anticipate scheduling needs, and foster collaboration and communication with other Brevo offices

Preferred Qualifications

Enthusiastic team player with an ability to collaborate with other management in our global offices

Benefits

• 30 days of vacation
• Fully paid Urban Sports Club M Membership
• Budget to subsidize various expenses like Lunch, Internet and well-being
• Subsidized BVG ticket for public transportation
• Budget to support your workspace at home
• Language learning with Babbel app!
• Second parent leave: Additional 1 month of fully paid leave
• Global company offsite and inter-office trips
• A modern and very cool Office in Berlin + 2 Days Home Office
• Free fruits & drinks
• Pizza Wednesdays, Monthly breakfasts & many other events & fun activities
• Learning & development opportunities
• Social, green and rainbow alliance committees to take care of environmental and social matters