Brevo is one of the world’s leading CRM and marketing platforms, helping businesses build strong customer relationships through connected, omnichannel experiences.
Within Brevo, our Ecommerce Business Unit powers targeted marketing, customer engagement, and revenue growth for over 50,000 merchants globally, primarily across the US and Europe. Our technology is trusted by leading international brands, including Levi’s, Louis Vuitton, Tissot, Chanel, and L’Occitane, to drive seamless merchant and shopper interactions across the entire customer journey.
The Role:
You’ll be the front line of Brevo’s customer experience for our Live chat or email ticket support. Customers will rely on you to resolve their questions quickly, accurately, and with care, so every conversation leaves them feeling heard and supported.
Alongside real-time troubleshooting, you will play a pivotal role in customer success by helping new merchants through a seamless onboarding and migration process from other ESPs. Your day-to-day will be a balance between fast-paced reactive support and proactive enablement: leading customer trainings, developing clear SOPs, and mastering the platform inside and out to spot growth opportunities and generate qualified leads.
You will act as a critical bridge between our merchants and internal teams, translating daily user feedback into actionable insights for Product and Development. This is a role for an autonomous, problem-solving self-starter who thrives in a remote startup environment, takes pride in driving customer satisfaction, and wants to grow alongside a fast-moving e-commerce platform.
How We’ll Measure Success
- Response Time - How quickly you get back to merchants in chat.
- CSAT - How happy and well-supported merchants feel after chatting with you.
- Onboarding Success Rate - Merchants you migrate are set up correctly and know what to do next.
- Customer Reviews - Positive Shopify reviews driven by your support interactions.
- Qualified Leads Generated - Sales opportunities you identify and pass along.
We’re transparent about what good looks like in this role:
Your impact at Brevo:
- Night Shift Coverage: Open to working the night shift to provide reliable, responsive coverage for our global merchant base.
- Live Chat Support: Deliver real-time, exceptional support via live chat, swiftly resolving issues so merchants feel heard and supported.
- Customer Onboarding & Training: Guide new merchants through setup and migration, leading engaging sessions and onboarding sessions so they know exactly what to do next.
- Product Mastery: Become a Brevo guru, developing deep functional & industry expertise to solve both straightforward inquiries and complex edge cases.
- Process & SOP Documentation: Create, update, and refine internal standard operating procedures and self-serve documentation to share knowledge across the team.
- Product Feedback Loop: Champion the customer voice by capturing user insights and partnering with Product and Engineering to improve the platform.
Who you are:
- Relevant Experience: 3+ years of proven track record in a customer support, onboarding, or implementation role, ideally within SaaS, e-commerce, or the Shopify ecosystem.
- Clear Communication: Excellent written English with the ability to explain complex technical concepts simply, warmly, and concisely.
- Ownership & Attitude: A proactive, user-first mindset focused on making merchants successful rather than just closing tickets.
- Technical Aptitude & Curiosity: Eagerness to learn the technical nuances of Brevo, Shopify, and e-commerce mechanics, backed by strong problem-solving skills.
- Autonomy & Organisation: Self-motivated and comfortable working remotely, managing time effectively, and documenting solutions as you learn.
- Bonus Points: Prior experience with platforms like Intercom or Zendesk, working remotely in a fast-paced startup, or managing difficult customer interactions with poise
Why people love working at Brevo:
- A place to grow, together: Join a diverse, international team in a modern office buzzing with energy and ideas.
- Practical perks for everyday balance: Cab Facility and per-day meal vouchers; Employee-friendly salary structure; 1.4x pay on holidays/weekends for critical work; excellent referral program with high-value gift options (e.g., bike, flight tickets)
- Learning, every step of the way: Over 1,55,000 courses on Udemy, along with facilitator-led sessions and personalised training programs tailored to individual and team needs
- Flexible for life: A hybrid setup (2 days WFH), budget for your home workspace, and a generous leave policy to help you balance life and work effortlessly
- Wellbeing that works: INR 10 Lakh medical insurance, maternity support, childcare facilities, and wellness bonuses to keep you and your family covered
- A culture that cares: Annual company off-sites, inter-office trips, team outings, active social, green, and LGBTQIA+ communities, along with festive celebrations - all making Brevo a vibrant and inclusive workplace.
Your candidate journey:
- Team Screening (Live chat): 30-45 mins
- Team Interview: 45-60 Mins
- Hiring Manager Interview: 45-60 Mins
- Cultural Fitment with HOD: 30 mins
Skills Required
- 3+ years of hands-on experience in high-volume technical customer support or client-facing operations
- SaaS or technology background
- Experience with or willingness to learn DNS records, APIs, HTML, e-commerce workflows, and customer support tools
- Experience with Freshdesk, Zendesk, or JIRA
- Excellent written and verbal communication skills
- Ability to translate complex technical concepts into clear advice for nontechnical users
- Ability to work independently, collaborate effectively, and take ownership in a fast-paced environment
- Comfort working rotational, weekend, or night shifts as needed
- Ability to use AI tools with independent testing, verification, and judgment
Brevo Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brevo and has not been reviewed or approved by Brevo.
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Healthcare Strength — Healthcare coverage includes comprehensive medical, dental, and vision with mental‑health support, alongside employer‑backed plans in key markets. Coverage breadth is complemented by protections like disability insurance.
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Parental & Family Support — Parental‑leave top‑ups and family‑support provisions (including dedicated days for a child’s illness) are emphasized across locations. These offerings elevate the overall package for caregivers beyond baseline policies.
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Flexible Benefits — Remote/hybrid options, home‑office stipends, and flexible schedules are available in multiple locations. These elements indicate adaptable benefits design that supports different working arrangements.
Brevo Insights
What We Do
At Brevo, we’re not just building a CRM. With our technology, we’re helping millions of organizations build lasting relationships with their customers. From emails and SMS to WhatsApp, Chat, and Marketing Automation, our tools are intuitive, powerful, and built to scale with every ambition. We give businesses a clear view of the customer journey, so they can focus on what matters: connection. As a certified B Corp, we’re proud to grow with purpose, committed to high standards of social and environmental impact, not just performance. Today, more than 500,000 businesses across 180 countries—from NGOs like Amnesty International to global brands like Carrefour, eBay, Louis Vuitton, and Michelin—trust Brevo to engage their audiences, cut through complexity, and deliver results. Our reliable technology and 75+ integrations help them create unparalleled customer experiences, without the usual tech headaches. We recently exceeded 200m ARR and reached a major milestone by becoming a Unicorn, backed by strong growth and global expansion - and we’re just getting started!
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