Customer Experience Associate - English

Silverline It; Dadri; Hybrid; INR 300,000 - 600,000; Full time

Benefits offered by this job

Cab Facility

Meal vouchers

Hybrid work with 3 in-office days

Job summary

Brevo is seeking a Customer Experience Associate to bridge our technology and customers across phone, email, and chat. You will resolve daily client tickets, handle escalations, and ensure a positive experience while building strong client relations.

The role requires 2+ years in customer service, familiarity with email marketing, and experience with JIRA or Zendesk. It offers a hybrid work model with in-office days and a supportive, diverse team environment.

Qualifications

• Minimum 2+ years of experience in customer service.
• Excellent written and spoken communication skills; familiarity with email marketing.
• Experience with support tools such as JIRA, Freshdesk or Zendesk is a plus.

Responsibilities

• Manage and resolve daily client tickets across phone, email, and chat.
• Escalate issues outside the department when needed to ensure quick resolutions.
• Deliver outstanding customer experience and build client relationships.
• Collaborate with the tech team to identify bugs and improve the product.

Skills

Customer service experience

Excellent communication

Email marketing familiarity

Tools

JIRA

Freshdesk/Zendesk

Job description

At Brevo, we re not just building a CRM. With our technology, we re helping millions of organizations build lasting relationships with their customers.

From emails and SMS to WhatsApp, Chat, and Marketing Automation, our tools are intuitive, powerful, and built to scale with every ambition. We give businesses a clear view of the customer journey, so they can focus on what matters: connection.

As a certified B Corp, we re proud to grow with purpose, committed to high standards of social and environmental impact, not just performance.

Today, more than 500,000 businesses across 180 countries-from NGOs like Amnesty International to global brands like Carrefour, eBay, Louis Vuitton, and Michelin-trust Brevo to engage their audiences, cut through complexity, and deliver results. Our reliable technology and 75+ integrations help them create unparalleled customer experiences, without the usual tech headaches.

In 2024, we reached 179M ARR with nearly 1,000 team members worldwide. And we re just getting started!

Join as a Customer Experience Associate and be the bridge between our technology and our customers, managing interactions across phone, email, and chat. Resolve customer concerns efficiently while ensuring a positive experience.

If you have a strong customer service background, excellent communication skills, and the ability to work independently and collaboratively while providing top-notch service and putting customers first, we d love to hear from you.

Shift: 9am to 6pm, in office 3 days a week (including Thursday and Friday)

Your impact at Brevo:

• Manage and resolve daily client tickets and ensure that clients questions and problems are resolved properly and quickly.
• Address challenging customers and problems that require escalation outside of the department.
• Strive to provide all customers with an outstanding customer experience
• 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.
• May be required to work weekend shifts and/or open to working night shifts (Comp Off/Allowance provided)
• Develop familiarity with technical aspects of email marketing, marketing automation, e-commerce, DNS record creation/modification, email-friendly HTML, and the Brevo API.

Who you are:

• Minimum 2+ years of experience in customer service
• Work experience on tools such as JIRA, Freshdesk/Zendesk is an asset
• Excellent written and spoken communication skills with Familiarity in email marketing.
• Client-focused with the ability to build customer relationships and customer confidence.
• The ability to jump right into a fun and relaxed office culture

Why people love working at Brevo:

• A place to grow, together: Join a diverse, international team in a modern office buzzing with energy and ideas.
• Practical perks for everyday balance: Cab Facility and per-day meal vouchers; Employee-friendly salary structure; 1.4x pay on holidays/weekends for critical work; excellent referral program with high-value gift options (e.g., bike, flight tickets)
• Learning, every step of the way: Over 1,55,000 courses on Udemy, along with facilitator-led sessions, and personalized training programs tailored to individual and team needs
• Flexible for life: A hybrid setup (2 days WFH), budget for your home workspace, and a generous leave policy to help you balance life and work effortlessly
• Wellbeing that works: INR 10 Lakh medical insurance, maternity support, childcare facilities, and wellness bonuses to keep you and your family covered
• A culture that cares: Annual company off-sites, inter-office trips, team outings, active social, green, and LGBTQIA+ communities, along with festive celebrations - all making Brevo a vibrant and inclusive workplace.

Our candidate journey:

• HR Screening - 30 mins
• Hiring Manager Interview - 60 mins
• Final Case Study - 60 mins in office

At Brevo, we re proud to be an AI-first company. Still, every application is carefully reviewed by a member of our team.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.