Senior Technical Customer Experience Representative - English & German

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.

Within the international Customer Experience team, you will be the preferred intermediary of our Enterprise accounts by helping in the diagnosis and resolution of their technical problems.

As a Senior Technical Customer Experience Representative, you will help the client to achieve a seamless experience with our platform to make them entirely satisfied and to ensure retention and upsells.

As Senior Technical Customer Experience Representative, you will:

• 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




• Develop your technical knowledge:
• 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)

What will contribute to your success:

• 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

What we offer:

• A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
• 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
• ...and more!

Meet us!

• Video call with our TA team (30 minutes)
• A technical case study
• A debrief with the team
• Interview with a Team Lead and a future colleague

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. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.