Senior Technical Customer Experience Representative - German

Brevo; Non (OK); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a fast-growing company as a Senior Technical Customer Experience Representative, where you'll play a crucial role in enhancing client satisfaction and retention. In this dynamic position, you will support enterprise clients by diagnosing complex technical issues and ensuring they have a seamless experience with the platform. Collaborate with various departments to drive customer success and contribute to process improvements. This role offers an exciting opportunity to develop your technical knowledge in a collaborative, international environment that values diversity and work-life balance.

Benefits

Meal vouchers (Swile, €12.5/day)

Private healthcare (70% covered)

Remote work options

Global offsites

Qualifications

• 2+ years experience in technical customer service or account management.
• Fluent in German and proficient in English communication.

Responsibilities

• Advising clients and providing outstanding customer experience.
• Diagnosing and resolving technical issues effectively.

Skills

Technical Customer Service

API Knowledge

HTML Proficiency

Advanced Troubleshooting

Customer Needs Management

Strategic Thinking

Excellent Communication

Collaboration Skills

Technical Explanation

Investigative Mindset

Education

Bachelor's Degree

Tools

Brevo API

DNS

SMTP

Job description

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.

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.

Responsibilities include:

• Advising clients
• Providing outstanding customer experience
• Proactively anticipating and exceeding customer expectations
• Identifying knowledge gaps to help clients become autonomous on technical topics: HTML, API, Plug-in integrations, etc.
• Collaborating with other departments, especially the CSM team
• Contributing to client retention, upselling, and process improvements to enhance customer satisfaction

Handling challenging technical customer issues:

• Diagnosing, reporting, following up, and resolving system, client, and operational issues
• Prioritizing, troubleshooting, and developing response plans for platform-related issues
• Communicating effectively via email, tickets, phone, and organizing meetings as needed
• Escalating topics outside the department (Product, Tech, Sales)
• Participating in bug resolution with technical teams, utilizing skills in HTML, API calls, SSL, DNS, DKIM, IP configuration
• Monitoring KPIs such as CSAT and response times and working to improve them

Developing technical knowledge:

• Mastering emailing best practices and our platform tools
• Gaining familiarity with technical email marketing aspects (DNS, HTML, Brevo API)

Qualifications for success:

• Fluent in German and proficient in English communication
• 2+ years experience in technical Customer Service or Technical Account Management in SaaS
• Technical knowledge of API, HTML, IP, DNS, SMTP
• Advanced troubleshooting skills
• Strong customer needs management and strategic thinking
• Excellent communication skills
• Ability to collaborate across departments
• Aptitude for explaining technical topics simply
• Autonomy, curiosity, investigative mindset

What we offer:

• International, collaborative scale-up environment in hyper-growth
• Meal vouchers (Swile, €12.5/day)
• Private healthcare (70% covered)
• RTT, remote work options, global offsites, and more

Meet us!

• Video call with TA team
• Technical case study
• Debrief with Hiring Manager and colleagues
• Final interview with CEO or Head of People & Impact DACH

Brevo values diversity and inclusion, applying principles of non-discrimination. We promote work-life balance with flexible hours and remote options.