Senior Technical Customer Experience Representative - German

Brevo; Berlin; Hybrid; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

Join a forward-thinking company as a Senior Technical Customer Experience Representative, where you will play a crucial role in ensuring client satisfaction and retention. In this dynamic position, you will support Enterprise clients by resolving complex technical issues related to our innovative CRM platform. You will work collaboratively with various departments to enhance customer experiences and drive success. This is a unique opportunity to thrive in a collaborative scale-up environment, offering flexible working hours, remote work options, and a vibrant office culture with numerous perks. If you're passionate about technology and customer service, this role is for you!

Leistungen

125 Euro monthly budget for expenses

30 days of vacation

2 days of remote work per week

Fully paid Urban Sports Club M Membership

Social and green committees

Competitive referral program

Second parental leave

Subsidized public transportation ticket

Language learning with Babbel

Relocation package and visa sponsorship

Qualifikationen

• Fluent in German and very good English communication skills.
• 2+ years experience in a technical Customer Service role.

Aufgaben

• Support Enterprise clients in diagnosing and resolving technical issues.
• Communicate efficiently through email, tickets, and phone.

Kenntnisse

Technical Customer Service

API Knowledge

HTML Skills

DNS Knowledge

Troubleshooting Skills

Communication Skills

Customer Management

Ausbildung

2+ years in Technical Customer Service

Jobbeschreibung

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 €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 a Senior Technical Customer Experience Representative, you will:

1. Be an advisor for our clients
2. Strive to provide all customers with outstanding customer experience
3. Develop your proactivity to anticipate and exceed customer’s expectations
4. 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
5. Work closely with other departments and especially with the CSM team
6. Be knowledgeable and engaged to be part of client retention and upsell and improve our processes to develop customer satisfaction

Address challenging customers with their technical topics

1. Diagnose, report, follow, and resolve system, clients, and operational issues that impact
2. Prioritize, troubleshoot, and build a response plan on issues relating to our platform
3. 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…)
4. Participate in bug resolution with the technical teams by investigating and using your technical skills on HTML, API calls, SSL, DNS, DKIM, IP configuration
5. Monitor the main KPIs (CSAT, 1st response time,…) and make them progress

Develop your technical knowledge

1. Work independently to master emailing best practices, as well as our platform and the tools we offer customers
2. 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 German and have 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.