Customer Experience Representative English - Mid market (Hybrid remote Policy)

Paris, France /
Customer – Customer Experience /
Full-Time / Remote
Sendinblue is the European leader in digital marketing software. We are a complete Sales & Marketing toolbox: email, SMS, Facebook ads, chat, CRM, and more in one single SaaS platform. Our mission is to empower all companies with the tools they need to build stronger customer relationships and grow their business through meaningful interactions.

We have a team of more than 600 employees representing over 67 nationalities spread across seven offices located in Paris, Berlin, Sofia, Noida, Bengaluru, Seattle and Toronto.

Sendinblue Customer Experience Representatives for the Midmarket wear many hats. While their first responsibility is to offer direct technical support, primarily via email and telephone, there are many other elements to the job as well. 

Responsibilities:

    • Manage and resolve requests from Sendinblue biggest customers.
    • Address challenging customers and problems that require escalation outside of the department.
    • Report, analyze and resolve pain points that impact client satisfaction.
    • Strive to provide all customers with an outstanding customer experience
    • Grow client relations and work closely with the tech team to identify bugs.
    • Work independently to master emailing best practices, as well as our platform and the tools we offer customers.
    • Develop familiarity with technical aspects of email marketing, such as DNS record creation/modification, email-friendly HTML, and the Sendinblue API.

Profile:

    • English native (mandatory)
    • At least 2+ years experience in Customer Service, or Technical Account Manager preferably in a SaaS company
    • Advanced knowledge in technical troubleshooting 
    • Strong ability to understand, manage and drive customers’ needs and strategy
    • Proven track record of sustained target achievement
    • Excellent presentation, written, and oral communication skillsAbility to drive issues resolution and work in collaboration with all departments (sales, product, care, finance, etc.)
    • Skills in fixing network connectivity issues are a plus

Benefits:

    • A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
    • We value work-life balance and offer flexible working hours and remote work up to 3 days a week
    • The chance to grow your professional and technical skills, with real room for career progression
    • Meal vouchers - Swile (8,5 € per day)Excellent private health care, of which 70% is covered by the company
    • RTT
    • Bi-annual global company offsite; inter-office trips (when the current sanitary situation permits)
    • More than 100 activities you can do at work via our partner Yuco
    • Work's council benefits (HelloCSE)Very competitive referral program
    • Second parent leave: 1 month of fully paid leave
    • English and French classes, and over 155000 courses available on Udemy Budget to support your workspace at home
    • A modern office in a central location with free fruits, drinks & lots of fun activities
    • Relocation package and visa sponsorship for international talents..and more!

Meet us !

    • Video call with our HR team (30 minutes)
    • A study case
    • Interview with our Head of Customer Care France and a Team Lead
    • A second video interview with our Chief Customer Officer and our Customer Experience Director
Sendinblue 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.

Sendinblue values work-life balance and offers flexible working hours and remote work. The majority of our teams will be working mostly remote and others will follow a hybrid model depending upon the nature of the job. This policy is based on a mutual understanding between Head of, Managers and Team Members.