Team Lead Customer Experience

At Brevo, we're not just building a CRM. With our technology, we're helping millions of organizations build lasting relationships with their customers.

From emails and SMS to WhatsApp, Chat, and Marketing Automation, our tools are intuitive, powerful, and built to scale with every ambition. We give businesses a clear view of the customer journey, so they can focus on what matters: connection.

As a certified B Corp, we're proud to grow with purpose, committed to high standards of social and environmental impact, not just performance.

Today, more than 500,000 businesses across 180 countries—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 reliable technology and 75+ integrations help them create unparalleled customer experiences, without the usual tech headaches.

In 2024, we reached €179M ARR with nearly 1,000 team members worldwide. And we're just getting started

Our Customer Experience team is looking for its next Team Lead to join us in our Berlin office

In this role, you will lead and support a diverse group of Customer Experience Representatives, Senior Representatives, and Specialists from various backgrounds and nationalities. Your mission will be to guide, coach, and empower your team members helping them grow, perform at their best, and deliver outstanding experiences to our Brevo customers.

• Deliver an exceptional customer experience: Enhance processes and tools, manage and share team feedback, reassign tickets when needed, monitor team statistics, and ensure objectives are met.
• Ensure smooth daily operations: Oversee scheduling, leave management, and ensure back-ups are in place to maintain continuity and efficiency.
• Mentor and support your team: Act as a guide and reference point for your team members. Offer advice to help them identify, understand, and anticipate complex cases, clarify processes, and develop their skills.
• Advocate for your team: Promote improvements and best practices, demonstrate new features, identify training needs, and provide the necessary resources to support growth.
• Facilitate onboarding for new team members: Welcome newcomers, introduce them to the team, guide them through their initial steps, teach tools and processes, and support their integration into the company culture.
• Be a collaborative team player: Maintain a comprehensive view of activities and backlogs, plan and anticipate scheduling needs, and foster collaboration and communication with other Brevo offices.

• Prior experience in a management role
• At least 2+ years of experience in a Customer Experience position
• Fluent in English (mandatory)
• Excellent team-building and team-management skills
• Customer-focused and analytical
• Enthusiastic team player with an ability to collaborate with other management in our global offices
• Excellent verbal and written communication skills
• Good understanding of digital marketing i.e. email-marketing software

• A place to grow, together: Join an international team in a bright, collaborative office located in a vibrant neighbourhood; Free fruits & drinks & Snacks, Pizza Wednesdays, Monthly breakfasts & many other events and fun activities
• Practical perks for everyday balance: 125 Euro monthly budget to subsidize expenses like Lunch, Internet and well-being activities; Fully paid Urban Sports Club M Membership; Subsidized BVG ticket for public transportation; Budget to support your workspace at home
• Learning, every step of the way: Language learning with Babbel app
• Flexible for life: 30 days of vacation, 2 days of remote work per week and Work from Abroad policy; Relocation package and visa sponsorship for international talents
• Wellbeing that works: Second parental leave: 1 month of fully paid leave; Company pension plan subsidized by Brevo
• A culture that cares: From inter-office trips to regular team events, there are plenty of ways to connect beyond your day-to-day. You'll also find active social, green, and LGBTQIA+ committees

• 30-min interview with TA team
• Role-play 
• 60-min video interview with our Regional Manager
• 45-min video interview with our Global VP Customer Experience
• In-office meeting with the Berlin team

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