Customer Experience Representative (Pacific Timezone) - job 1 of 2

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. As a proud B Corp certified company, we are committed not only to performance but also to purpose; meeting high standards of social and environmental impact.

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 ~$193 million ARR in 2024 (35% growth year on year) and has close to 1,000 employees globally. 

At Brevo, our mission is to empower our users in growing their online businesses. Our Customer Experience team is instrumental in supporting our users every step of the way. We are currently seeking enthusiastic Customer Experience representatives in North America who excel in technical support and can effectively translate our clients' business needs into practical use of our platform.

• Manage and resolve daily client tickets via email and phone in a timely and professional manner
• Answer all incoming client calls with professionalism, using the appropriate tone.
• Ensure that clients’ questions and problems are addressed properly and in a timely manner.
• Handle challenging customers and escalate complex issues outside of the department when necessary.
• Strive to provide all customers with an exceptional experience by going above and beyond their expectations.
• Cultivate strong client relationships and collaborate closely with the tech team to identify and address bugs.
• Having a deep understanding of email best practices, along with extensive knowledge of our platform and the tools available to assist our valued customers.
• Develop a solid understanding of technical aspects related to email marketing, such as DNS record creation/modification, and the Brevo API.

• Excellent written and spoken communication skills in English. Additional languages are a plus.
• Customer-focused with the ability to build strong customer relationships and instill confidence.
• At least 1+ year of experience in customer service.
• Ability to adapt to our office culture, which combines a friendly and relaxed atmosphere with a strong emphasis on professionalism, and value highly collaborative teamwork and seamless integration into our supportive framework.
• Nice to have: 1+ year of experience in technical marketing support, including knowledge of marketing automation, email marketing principles and practices, CRM systems, or digital advertising platforms.
• Adaptable and productive in a hybrid setup: 3 days in the office, 2 days from home

• Grow Your Career
• Opportunities to learn and develop your skills.
• Work in a collaborative, international team during an exciting growth phase.
• Join a bright, vibrant office where we grow together.

• Work-Life Balance & Fun
• Enjoy frequent team outings and activities.
• 20 vacation days to rest, recharge, and explore.
• Monthly lunch stipend to keep you fueled.

• Health & Wellness
• Comprehensive health, vision, and dental coverage.
• Access to WellHub to stay active.

• Family & Parental Support
• Generous parental leave top-up of up to 22 weeks.

• Financial Security
• Simple IRA with employer matching contributions to help you save for the future.

• Global & Team Connections
• International team-building trips to connect with colleagues worldwide.

Please note: This is a PST role based in Austin, Texas; working hours will be from 10 AM to 7 PM CST.

What to Expect in Our Interview Process:

1. Pre-screening Interview: Chat with our Talent Acquisition Partner to learn more about Brevo and for us to get to know you better.

2. Hiring Manager Interview: Meet with our Team Leads to dive deeper into the role and your experience.

3. Final Interview & Presentation: Join us at our office for a presentation-based interview with the Head of Customer Experience.

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.