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Responsibilities
Your Impact at Brevo:Manage and resolve daily client requests (calls, tickets and messaging) in a timely and professional manner, achieving your own KPIsBe a mentor and referent for your team members: give them advice to identify, understand and anticipate complex cases, explain processes, and help them develop their skillsEnsure a smooth daily organization and administration management: make sure back-ups are available, manage schedules and leavesBe an advocate for your team: communicate about improvement and best practices, demonstrate new features, and identify training needs and provide the resourcesManage the onboarding of newcomers: welcome and introduce them to the teams, following them during their first steps in the company, teach our tools and processes, and ensure their good integrationEnsure a great customer experience: improving processes and tools, managing feedback from team members and sharing it with the manager, reassigning tickets when necessary, checking stats for all teammates and ensuring objectives are met.Be a team player: work closely with other Customer Experience teams, lead and participate in CX and cross-department projects, maintaining collaboration with offices across the globeWho you are:Prior experience in a management roleAt least 2+ years of experience in a Customer Experience positionFluent in German and advanced proficiency in EnglishExcellent team-building skillsCustomer-focused and analyticalEnthusiastic team player with an ability to collaborate with other management in our global officesExcellent verbal and written communication skillsGood understanding of digital marketingWhy people love working at Brevo:A place to grow, together: Join an international team in a bright, collaborative office located in a vibrant neighbourhood; Free fruits & drinks & Snacks, Pizza Wednesdays, Monthly breakfasts & many other events and fun activitiesPractical perks for everyday balance: 125 Euro monthly budget to subsidize expenses like Lunch, Internet and well-being activities; Fully paid Urban Sports Club M Membership; Subsidized BVG ticket for public transportation; Budget to support your workspace at homeLearning, every step of the way: Language learning with Babbel appFlexible for life: 30 days of vacation, 2 days of remote work per week and Work from Abroad policy; Relocation package and visa sponsorship for international talentsWellbeing that works: Second parental leave: 1 month of fully paid leave; Company pension plan subsidized by BrevoA culture that cares: From inter-office trips to regular team events, there are plenty of ways to connect beyond your day-to-day. You’ll also find active social, green, and LGBTQIA+ committeesOur candidate journey:30-min video interview with TA teamCase study preparationCase Study presentation with Senior Head of Customer Experience & another team memberVideo interview with our Senior Director Customer ExperienceIn-office meeting with the Berlin teamClosingWhoever you are, wherever you’re from, if this role speaks to you, we’d love to hear from you.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. 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.
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