Customer Experience Associate - German (DE)
Noida, Uttar Pradesh
Client – Customer Experience /
Full-Time /
Hybrid
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 €179M ARR in 2024 (35% growth year on year) and has close to 1,000 employees globally.
We are currently seeking a Customer Experience Associate to join our team. As part of this role, you will be responsible for delivering exceptional customer service to our clients across various communication channels, such as phone, email, and chat.
Join our team of dedicated and enthusiastic customer service professionals as a Customer Experience Associate If you are passionate about delivering top-notch customer service and have a customer-oriented mindset.
As a Customer Experience Associate, you will:
- Be a trusted advisor to clients, providing exceptional support and building strong, lasting relationships
- Proactively anticipate and respond to client needs, helping resolve issues and exceed expectations
- Help clients become more autonomous by guiding them through technical topics like HTML basics, APIs, and plug-in integrations (don’t worry, we’ll support your learning too!)
- Collaborate closely with Customer Success, Product, and Tech teams to ensure seamless service
- Identify opportunities for process improvement and contribute to client retention and satisfaction
- Support clients with issues related to our platform, including login problems, integrations, or setup challenges
- Translate technical issues into clear, actionable steps for both clients and internal teams
- When needed, escalate complex issues to the appropriate teams, ensuring full context is provided
- Participate in troubleshooting alongside technical teams, applying a working knowledge of HTML, APIs, and common email configurations like DNS and DKIM (training provided)
- Keep an eye on key KPIs (e.g., CSAT, first response time) and help us raise the bar
What will contribute to your success:
- Strong communication skills in German (B2 minimum)
- Strong understanding of DNS record management, email-friendly HTML, and API integrations
- 2+ years of experience in Customer Service preferably in a SaaS company
- Advanced knowledge of technical troubleshooting and APIs
- Strong ability to understand, manage, follow, and drive customers’ needs and strategy
- Excellent presentation, written, and oral communication skills
- Ability to resolve issues and collaborate with all departments
- Aptitude to explain and understand technical topics easily
- Autonomy, curiosity, and investigation are key in this position
Benefits:
- A unique opportunity to join an international and collaborative startup environment in a hyper-growth context
- Hybrid working with 2 days of work from home.
- The chance to grow your professional and technical skills, with actual room for career progression
- A modern office in a central location with free fruits and drinks, and a lot of fun activities
- Excellent referral program where employees can choose a gift item worth 1.5 lac, including a bike, flight tickets, and many more.
- 1.4 times your day salary if you're working on any week off or holiday due to critical tasks or issues
- An umbrella of leaves and holidays
- Budget to support your workspace at home
- Medical insurance of INR 10 lakh is borne by the company.
- An employee-friendly compensation structure that includes tax-saving optional components, where the employee can save extra tax
- Bi-annual global company offsite; inter-office trips.
- Virtual Festival and Birthday celebrations, Team parties, and team-building outings.
Interview Process
- Round 1 - Vernacular Screening 30 mins (Virtual)
- Round 2 - Written Assignment
- Round 3 - Technical round 60 mins (Virtual)
- Round 4 - Technical round 60 mins (Face2Face)
- Final Round - HR round 30 mins
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.
