Customer Experience Associate - English

Join as a Customer Experience Associate and be the bridge between our technology and our customers, managing interactions across phone, email, and chat. Resolve customer concerns efficiently while ensuring a positive experience.

If you have a strong customer service background, excellent communication skills, and the ability to work independently and collaboratively while providing top-notch service and putting customers first, we’d love to hear from you.

Shift: 9am to 6pm, in office 3 days a week (including Thursday and Friday)

Your impact at Brevo:

• Manage and resolve daily client tickets and ensure that clients' questions and problems are resolved properly and quickly.
• Address challenging customers and problems that require escalation outside of the department.
• Strive to provide all customers with an outstanding customer experience
• Grow client relations and work closely with the tech team to identify bugs.
• Work independently to master emailing best practices, as well as our platform and the tools we offer customers.
• May be required to work weekend shifts and/or open to working night shifts (Comp Off/Allowance provided)
• Develop familiarity with technical aspects of email marketing, marketing automation, e-commerce, DNS record creation/modification, email-friendly HTML, and the Brevo API.

Who you are:

• Minimum 2+ years of experience in customer service
• Work experience on tools such as JIRA, Freshdesk/Zendesk is an asset
• Excellent written and spoken communication skills with Familiarity in email marketing.
• Client-focused with the ability to build customer relationships and customer confidence.
• The ability to jump right into a fun and relaxed office culture

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

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 personalized 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:

• HR Screening - 30 mins
• Hiring Manager Interview - 60 mins
• Final Case Study - 60 mins in office