Associate Team Lead Customer Experience/Support

Vor 7 Tagen

Berlin, Berlin, Deutschland Brevo Vollzeit 60.000 € - 120.000 € pro Jahr
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.
Your Impact at Brevo:
  • Manage and resolve daily client requests (calls, tickets and messaging) in a timely and professional manner, achieving your own KPIs
  • Be a mentor and referent for your team members: give them advice to identify, understand and anticipate complex cases, explain processes, and help them develop their skills
  • Ensure a smooth daily organization and administration management: make sure back-ups are available, manage schedules and leaves
  • Be an advocate for your team: communicate about improvement and best practices, demonstrate new features, and identify training needs and provide the resources
  • Manage the onboarding of newcomers: welcome and introduce them to the teams, following them during their first steps in the company, teach our tools and processes, and ensure their good integration
  • Ensure a great customer experience: improving processes and tools, managing feedback from team members and sharing it with the manager, reassigning tickets when necessary, checking stats for all teammates and ensuring objectives are met.
  • Be a team player: work closely with other Customer Experience teams, lead and participate in CX and cross-department projects, maintaining collaboration with offices across the globe
Who you are:
  • Prior experience in a management role
  • At least 2+ years of experience in a Customer Experience position
  • Fluent in German and advanced proficiency in English
  • Excellent team-building 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
Why people love working at Brevo:
  • 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
Our candidate journey:
  • 30-min video interview with TA team
  • Case study preparation
  • Case Study presentation with Senior Head of Customer Experience & another team member
  • Video interview with our Senior Director 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. At Brevo, we're proud to be an AI-first company. Still, every application is carefully reviewed by a member of our team.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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