Customer Experience Associate - German (DE)

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. As a Customer Experience Representative - German Speaker at Brevo, you’ll be the voice of our company for our German-speaking Enterprise clients. This role combines empathy, clear communication, and problem-solving skills with a strong interest in and willingness to dive deep into the technical aspects of our platform. You’ll guide customers through their journey, ensure their satisfaction, and collaborate across teams to improve their experience. 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 Technical Support (with Growth Opportunity): 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 Growth & Development: Continuously develop your technical knowledge of the platform and tools we offer Build expertise in email marketing best practices, especially around email deliverability and related configurations Develop a strong understanding of DNS record management, email-friendly HTML, and API integrations to better support and empower clients We’re looking for someone with curiosity and a growth mindset — technical fluency can be learned, but customer passion is essential! What will contribute to your success: You are fluent in German, C1 and above, preferred and have an advanced proficiency in English 2+ years of experience in Customer Service or Technical Account Manager, preferably in a SaaS company Strong ability to understand, manage, follow, and drive customers’ needs and strategy Excellent presentation, written, and oral communication skills Aptitude to explain and understand technical topics easily Ability to resolve issues and collaborate with all departments Autonomy, curiosity, and investigation are key in this position Knowledge of technical troubleshooting and APIs is a plus Ability to speak other languages is a plus 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 (German) Round 2 - Written Assignment Round 3 - Technical round, 60 mins in German (Virtual) Round 4 - Technical round, 60 mins in English (In-Person) 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. Show more Show less