Customer Experience Representative - Italian speaker

Brevo is the leading and the 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.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 €142M ARR in 2023 (40% growth year on year) and has close to 1,000 employees globally.

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

We are looking for an Italian native speaker to join our team!

What will you do :

• Manage and resolve daily client tickets.
• Ensure that clients questions and problems are resolved properly and quickly.
• Address challenging customers and problems that require escalation outside of the department.
• Report, analyse and resolve system, clients and operational issues that impact
• Strive to provide all customers with outstanding customer experience
• Ensure timely resolution of technical issues by monitoring and following up on technical support tickets in collaboration with tech team.
• 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 Brevo API.

What will contribute to your success :

• Italian native (mandatory), fluency in English
• Customer focused 
• At least a first experience in a customer experience/service role
• Familiarity with email marketing is a plus
• The ability to jump right into a fun and relaxed office culture
• SaaS experience is a plus 

What we offer !

• A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
• Brevo offers an Ownership Plan, which is inspired by ESOP or stock programs. This way, you will participate in the event of financial success with a considerable bonus
• Meal vouchers - Swile (12,5 € 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)
• Work's council benefits (Leeto)
• Social and green committees to take care of environmental and social matters
• Several services related to prevention, health and personal and professional well-being on Welii platform
• Very competitive referral program
• Second parent leave: 1 month of fully paid leave
• Kids leave: additional time off if your children are sick and need you
• 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
• Sustainable Mobility Package if you choose to commute to work on a mechanical or electric bike
• ...and more!

Meet us!

• HR Video call (30 minutes)
• A Case Study to do at home
• An interview with your future Team Lead (45 minutes)
• An interview with our VP Customer Experience (45 minutes)

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. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.