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Automate marketing campaigns via Email, SMS, WhatsApp, and chat with Brevo. Trusted by 500,000 companies.
The Role
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. As a proud B Corp certified company, we are committed not only to performance but also to purpose—meeting high standards of social and environmental impact.
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 €179M ARR in 2024 (35% growth year on year) and has close to 1,000 employees globally.
As a Senior Technical Customer Experience Representative, you’ll play a key role in ensuring our clients have a seamless and successful journey with our platform—driving customer satisfaction, retention, and growth.
As part of our international Customer Experience team, you will be the point of contact for our Enterprise clients, supporting them in diagnosing and resolving complex technical issues while delivering an exceptional customer experience.
As Senior Technical Customer Experience Representative, you will:
- Strive to provide all customers with outstanding customer experience
- Develop your proactivity to anticipate and exceed customer’s expectations
- 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 other departments and especially with the CSM team
- Be knowledgeable and engaged to be part of client retention and upsell and improve our processes to develop customer satisfaction
- Diagnose, report, follow, and resolve system, clients, and operational issues that impact
- Prioritize, troubleshoot, and build a response plan on issues relating to our platform
- Communicate efficiently on issues through email, tickets, and phone and organize meetings when needed with the customersHandle topics that require escalation outside of the department (Product, Tech, Sales…)
- 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)
Be an advisor for our clients
Address challenging customers with their technical topics
Develop your technical knowledge
What will contribute to your success:
- You are fluent in German and has very good English communication skills
- 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 and drive customers’ needs and strategy
- Excellent presentation, written and oral communication skills
- Ability to resolve issues and collaborate with other departments
- Aptitude to explain technical topics in an easy way
- Autonomy, curiosity, and investigation
What we offer:
- A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
- 125 Euro monthly budget to subsidize various expenses like Lunch, Internet and well-being activities
- 30 days of vacation
- 2 days of remote work per week and up to 8 calendar weeks to Work from Abroad
- Bi-annual global company offsite; inter-office trips
- Fully paid Urban Sports Club M Membership
- Social, green and rainbow alliance committees to take care of environmental and social matters
- Very competitive referral program
- Second parental leave: 1 month of fully paid leave
- Subsidized BVG ticket for public transportation
- Language learning with Babbel app!
- Budget to support your workspace at home
- A modern and very cool Office with a dedicated gaming room for relaxation and fun!
- Free fruits & drinks, Pizza Wednesdays, Monthly breakfasts & many other events and fun activities
- Relocation package and visa sponsorship for international talents
- Learning & development opportunities
- and much more!
Meet us!
- Video call with our TA team (30 minutes)
- A technical case study
- A debrief with the Hiring Manager and future colleagues
- Final Interview with our Ceo Germany or Head of People & Impact DACH
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.
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The Company
What We Do
Brevo, formerly known as Sendinblue, is the leading customer relationship management (CRM) suite designed to fully cultivate long-term customer relationships and to empower businesses to expand in a fast changing digital world. With Brevo, businesses have a unified view of the customer journey in one easy-to-use platform to grow meaningful relationships.
Why Work With Us
We’re proud of our teams’ diversity. Different perspectives, varied backgrounds, and diverse experiences make us stronger as a whole. If you’re looking for a fast-paced, diverse, and exciting work environment where your potential for growth and development is unlimited, then we look forward to meeting you soon!
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