Customer Experience Representative - French speaker

Brevo is the leading and fast-growing Customer Relationship Management (CRM) suite designed to enable millions of organizations to connect with people using technology for their success. Our platform gives businesses a unified view of the entire customer journey, empowering them to grow with intuitive marketing and sales tools, including Marketing Automation, Email, SMS, WhatsApp, Chat, and much more. Today, more than 500,000 businesses across 180 countries, including Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo’s reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales. Brevo reached €142M ARR in 2023 (40% growth year on year) and has close to 1,000 employees globally.

At Brevo, our mission is to empower our users in growing their online businesses. Our Customer Experience team is instrumental in supporting our users every step of the way. Thus, we are currently looking for a French native speaker to join our team on a Monday-Friday shift.

• Manage and resolve daily client tickets via email and phone in a timely and professional manner.
• 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.
• Report, analyze and resolve system and operational issues that impact clients.
• Grow client relations and work closely with the tech team to identify bugs.
• Work independently to master emailing best practices, as well as our platform and the tools we offer customers.
• 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.

• Fluent in French (mandatory).
• Additional languages are always welcome !
• Customer-focused with the ability to build strong customer relationships and instill confidence.
• 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.
• Experience in customer experience/success/support.
• At least a first experience in customer management focused on retention.
• SaaS experience is a plus! 

• A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context.
• Brevo offers an Ownership Plan, which is inspired by ESOP or stock programs. This way, you will participate in the event of financial success with a considerable bonus.
• 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.
• 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 and French classes, and over 155 000 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.
• ...and more!

• HR Video call
• A Case Study to do at home
• An interview with your future Team Lead and our Senior Team Leader
• An interview with our Head of Customer Experience

Brevo puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination. 

Brevo values work-life balance and offers flexible working hours and remote work. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.