Zendesk & Customer Support Administrator (m/f/d) (Hybrid Remote Policy)

Berlin, Germany /
Customer – Customer Ops /
Full-Time
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.

With a Customer Team of around 130 people, we’re looking for our new Zendesk & Customer Support Administrator (CDI), who will work within our Customer Operations team and under our Business Operations Director - Global Customer. You will be in charge of administration & management of our customer care tools/softwares and working and participating in the Customer Operations strategy and roadmap.

Responsabilities

    • Administration and management of our ticketing system, Zendesk, by making continuous improvements and optimization on workflows, automations, integrations and data structuration
    • Solution finder for any technical issues/problems that may happen related to customer care tools
    • Monitor changes with dashboards
    • Share your knowledge of customer care tools & systems best practices, communicating about it within the team/the company and design/implement it 
    • Managing our other customer tools such as Diabolocom, our call center software solution
    • Challenge the implementation and scenarios
    • Working closely with all the teams to gather feedback and ensure a smooth relationship 
    • Participating in the Customer Operations strategy and roadmap for the following months/years but also working on diverse interesting projects
    • Please note that our ticketing system (Zendesk) may change in the following months

Profile

    • You have 2 to 4 years of experience working in Customer Operations/Ticketing/Customer systems and tools administration 
    • You have relevant experience using ticketing tools/systems such as Zendesk, Freshdesk, SalesForce…  
    • You have an advanced tech knowledge, especially on the following : HTML, CSS, JavaScript or similar script language 
    • You are interested in customer tools and systems best practices 
    • You have the ability to make continuous improvements by valuing diverse perspectives and working with others to achieve the best possible outcome 
    • You continuously seek opportunities to learn, question the applicability of past approaches in the current environment, own growth, and embrace failure as a learning opportunity
    • You have an excellent English and an experience in a multicultural environment
    • Speaking French is a plus

Benefits

    • Sendinblue offers a “Sendinblue Ownership Plan” (SIBOP) which is inspired by ESOP or stock programs. This way you will participate in the event of a financial success with a considerable bonus.
    • Fully paid Urban Sports Club M Membership
    • Budget to subsidize various expenses for your Lunch, Internet and more
    • Budget to support your workspace at home
    • Language learning with Babbel app!
    • Subsidized BVG ticket for public transportation
    • Second parent leave: 1 month of fully paid leave
    • Office Library (we also order relevant Books for your Role)
    • Global company offsite and inter-office trips (when the current sanitary situation permits)
    • A modern Office with kicker table and table tennis
    • 3 Days Home Office
    • Free fruits & drinks Pizza Wednesday, Monthly breakfast & many events and fun activities
    • Learning & development opportunities
    • and more....!

Meet us!

    • A first video interview with our HR Team 
    • A second video interview with Dorothée, Business Operations Director - Global Customer Experience 
    • A study case to do at home and to send
    • A Get2know video interview with some team members
    • A last video interview with Quentin, Chief Customer Officer
While we know things are a not that good these days because of COVID-19, we are still looking for great candidates to join our amazing team. Our recruiting process will remain virtual (Hangout, Zoom) to provide a safe experience.
Timeline and details of the hiring process will be shared by the TA team during the first call.

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.