Brevo

Customer Experience Representative – German Speaker

Brevo

full-time

Posted on:

Location Type: Hybrid

Location: Paris • France

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Tech Stack

DNS

About the role

  • 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
  • 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
  • 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

Requirements

  • You are fluent in German and has an advanced proficiency in English
  • 2+ years of experience in Customer Service, 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 understand technical topics easily
  • Ability to resolve issues and collaborate with all departments
  • Autonomy, curiosity, and investigation
  • Knowledge of technical troubleshooting and APIs is a plus
  • Ability to speak other languages is a plus
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
HTMLAPIsDNS managementemail configurationsemail deliverabilitytechnical troubleshooting
Soft Skills
client relationship managementproblem-solvingcommunicationcollaborationautonomycuriosityinvestigationpresentation skills