Customer Experience Associate Fr - Ecommerce

Brevo; Delhi; Hybrid; INR 800,000 - 1,600,000; Full time

Benefits offered by this job

Cab facility

Meal vouchers

Hybrid work schedule

Wellbeing benefits

Job summary

Brevo is seeking a French-speaking Customer Success professional to be the frontline for live chat support via Intercom. You will manage a portfolio of French-speaking customer accounts from onboarding through renewal and expansion, delivering demos and training to stakeholders while collaborating with Sales, Product, Marketing, and Support to align on customer needs.

Expect a hybrid working model in India, with a focus on delivering excellent customer experiences, driving adoption, and growing

Qualifications

• Minimum 4 years in customer service, CX, or success in SaaS.
• Fluent in French (C1+) and English; able to support international teams.
• Proven track record with KPIs: response time, resolution quality, churn/retention.
• Experience with live chat platforms and handling complex accounts.

Responsibilities

• Conduct live chat for French-speaking customers via Intercom.
• Own portfolio of French-speaking accounts from onboarding to renewal and expansion.
• Deliver demos and training to stakeholders; advise on marketing goals.
• Collaborate with Sales/Product/Marketing/Support to align on customer needs.

Skills

Live chat support

Account management

SaaS experience

KPIs & metrics

Tools

Intercom

CRM systems

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!

Brevo is one of the world's leading CRM and marketing platforms, helping businesses build strong customer relationships through connected, omnichannel experiences.

Within Brevo, our Ecommerce Business Unit powers targeted marketing, customer engagement, and revenue growth for over 50,000 merchants globally, primarily across the US and Europe. Our technology is trusted by leading international brands, including Levi's, Louis Vuitton, Tissot, Chanel, and L'Occitane, to drive seamless merchant and shopper interactions across the entire customer journey.

The Role

You'll be the front line of Brevo's customer experience for our French-speaking customers, handling most of your day through live chat on Intercom. Customers will rely on you to resolve their questions quickly, accurately, and with care, so every conversation leaves them feeling heard and supported. Alongside this, you'll own a portfolio of French-speaking customer accounts, guiding each one from onboarding through renewal and into expansion. Your work will be split between real-time customer experience and building deeper, long-term relationships with the accounts you manage.

You'll bring a consultative and investigative mindset to both, using platform insights and account health signals to anticipate problems and spot growth opportunities. You'll also work closely with Sales, Product, Marketing, and Support, making sure the needs of our French-speaking customers shape how we improve our platform. This is a role for someone who enjoys solving real problems, takes ownership of outcomes, and wants to grow alongside a fast-moving global company.

Your impact at Brevo

• Live chat and customer experience
• Handle live chat conversations on Intercom, resolving customer questions and issues quickly, accurately, and with care.
• Manage and resolve daily client tickets so that problems are fully solved, not just answered.
• Handle challenging customers and cases that require escalation outside the department, and follow them through to resolution.
• Work closely with the tech team to identify, reproduce, and report bugs with clear detail.
• Build strong customer relationships and confidence, and deliver an outstanding experience in every interaction.
• Master Brevo's platform, emailing best practices, and the tools we offer, and build familiarity with technical topics such as DNS record creation and modification, email-friendly HTML, and the Brevo API.

Customer success

• Manage a portfolio of new and existing French-speaking customers, leading the customer lifecycle from onboarding through renewal and expansion.
• Drive adoption, value realisation, and retention across your accounts.
• Deliver demos and training to customer stakeholders, and act as a trusted advisor on their marketing goals.
• Identify and execute expansion opportunities in partnership with Sales to grow customer lifetime value.

Cross-functional work

• Partner with Sales, Product, Marketing, and Support to advocate for customer needs and influence the product roadmap.

Who you are

• At least 4 years of experience in customer service, customer experience, or customer success, ideally in SaaS.
• Excellent written and spoken communication skills in French (C1 or above) and in English, as you'll serve French-speaking customers while collaborating with our international teams.
• Hands-on experience with live chat support and comfort working in Intercom. Experience with e-commerce platforms and jargon is a plus.
• A track record of delivering against KPIs such as response time, resolution quality, renewal rate, expansion, product adoption, or account health.
• Experience managing complex accounts with multiple stakeholders and high MRR.
• A customer-focused mindset, with the ability to build relationships and customer confidence.
• Proactive, autonomous, and growth-oriented, with a strong sense of ownership.
• Familiarity with email marketing and SaaS in general is an asset.

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.

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