Customer Experience Associate FR - Ecommerce

At Brevo, we’re not just building a CRM. With our technology, <b>we’re helping millions of organizations build lasting relationships with their customers.</b><br>From emails and SMS to WhatsApp, Chat, and Marketing Automation, o<b>ur tools are intuitive, powerful, and built to scale with every ambition.</b> We give businesses a clear view of the customer journey, so they can focus on what matters: connection.<br>As a <b>certified B Corp</b>, we’re proud to grow with purpose, committed to high standards of social and environmental impact, not just performance.<br>Today, more than <b>500,000 businesses</b> across <b>180 countries</b>—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 <b>reliable technology</b> and <b>75+ integrations</b> help them create <b>unparalleled customer experiences,</b> without the usual tech headaches.<br>In 2024, we reached <b>€179M ARR</b> with nearly <b>1,000 team members</b> worldwide. And we’re just getting started!<br>

<p>Brevo is one of the world’s leading CRM and marketing platforms, helping businesses build strong customer relationships through connected, omnichannel experiences.</p>

<p>Within Brevo, our <strong>Ecommerce Business Unit</strong> 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 <strong>Levi’s, Louis Vuitton, Tissot, Chanel, and L’Occitane</strong>, to drive seamless merchant and shopper interactions across the entire customer journey.</p>

<p><strong>The Role:<br></strong>Join us as a <strong>Customer Experience Associate</strong> <strong>French</strong> and be the bridge between our technology and our customers, managing interactions across phone, email, and chat. You will resolve customer concerns efficiently while ensuring a positive experience.</p>

<p><strong><em>We are looking for strategic problem-solvers, not just task executors.</em></strong></p>

<p>If you have a strong customer service background, excellent communication skills, and the ability to work independently and collaboratively to provide top-notch service and put customers first, we’d love to hear from you.</p>

Your impact at Brevo:

<li>Manage and resolve daily client tickets and ensure that clients' questions and problems are resolved properly and quickly.</li>

<li>Direct the client with the right set of solutions over a phone call (incoming &amp; outgoing both)</li>

<li>Address challenging customers and problems that require escalation outside of the department.</li>

<li>Strive to provide all customers with outstanding customer experience</li>

<li>Grow client relations and work closely with the tech team to identify bugs.</li>

<li>Work independently to master emailing best practices, as well as our platform and the tools we offer customers.</li>

<li>Develop familiarity with technical aspects of email marketing, such as DNS record creation/modification, email-friendly HTML, and the Brevo API.</li>

&nbsp;

Who you are:

<li>At least 2+ years of experience in customer service</li>

<li>Excellent written and spoken communication skills in French<strong> [C1 AND ABOVE]</strong></li>

<li>Customer-focused with the ability to build customer relationships and customer confidence.</li>

<li>Work experience on tools such as JIRA, Freshdesk/Zendesk is an asset</li>

<li>Familiarity with email marketing</li>

<li>The ability to jump right into a fun and relaxed office culture</li>

If you don’t meet all the requirements below but believe this opportunity matches your expectations and experience, we still encourage you to apply!&nbsp;

Why people love working at Brevo:

<li><strong>A place to grow, together:</strong> Join a diverse, international team in a modern office buzzing with energy and ideas.</li>

<li><strong>Practical perks for everyday balance:</strong> Cab Facility and per-day meal vouchers; Employee-friendly salary structure; <a href="http://1.4x" rel="noopener noreferrer">1.4x</a> pay on holidays/weekends for critical work; excellent referral program with high-value gift options (e.g., bike, flight tickets)</li>

<li><strong>Learning, every step of the way:</strong> Over 1,55,000 courses on Udemy, along with facilitator-led sessions, and personalized training programs tailored to individual and team needs</li>

<li><strong>Flexible for life:</strong> A hybrid setup (2 days WFH), budget for your home workspace, and a generous leave policy to help you balance life and work effortlessly</li>

<li><strong>Wellbeing that works:</strong> INR 10 Lakh medical insurance, maternity support, childcare facilities, and wellness bonuses to keep you and your family covered</li>

<li><strong>A culture that cares:</strong> 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.</li>

Your candidate journey:

<li>HR Screening: 30 mins</li>

<li>Take-Home Case Study: 48 hours</li>

<li>Team Interview: In-office- 60 Mins</li>

<li>Hiring Manager Interview: Virtual 60 mins</li>

<li>Cultural Fitment with HOD: Virtual 30 mins</li>

Whoever you are, wherever you’re from, if this role speaks to you, we’d love to hear from you.

At Brevo, we’re proud to be an AI-first company. Still, every application is carefully reviewed by a member of our team.