Brevo
Brevo

Team Lead Customer Experience - English (Hybrid Remote Policy)

Permanent contract
Berlin
Salary: Not specified
A few days at home
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Brevo
Brevo

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Questions and answers about the job

The position

Job description

Brevo is the leading and the fast growing Customer Relationship Management (CRM) suite designed to enable millions of organizations to connect with people using technology for their success.Our platform gives businesses a unified view of the entire customer journey, empowering them to grow with intuitive marketing and sales tools, including Marketing Automation, Email, SMS, WhatsApp, Chat, and much more.Today, more than 500,000 businesses across 180 countries, including Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo’s reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales.Brevo reached €142M ARR in 2023 (40% growth year on year) and has close to 1,000 employees globally.

Our Customer Experience team is currently seeking its future Team Lead for our Berlin office.  You will manage a team of Customer Experience Representatives, SR Representatives & Specialists with different backgrounds and nationalities. You will ensure team members are trained and led on a path to success in their roles!

As Customer Experience Team Lead, you will:

  • 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: have a global view of the activity and backlog, anticipate and schedule, and collaborate and communicate with other offices around the globe

    • What will contribute to your success:

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

    • What we offer:

  • 30 days of vacation
  • Fully paid Urban Sports Club M Membership
  • Budget to subsidize various expenses like Lunch, Internet and well-being 
  • Subsidized BVG ticket for public transportation
  • Budget to support your workspace at home
  • Language learning with Babbel app!
  • Second parent leave: Additional 1 month of fully paid leave
  • Global company offsite and inter-office trips
  • A modern and very cool Office in Berlin + 2 Days Home Office
  • Free fruits & drinks
  • Pizza Wednesdays, Monthly breakfasts & many other events & fun activities
  • Learning & development opportunities
  • Social, green and rainbow alliance committees to take care of environmental and social matters
  • and much more!

    • Meet us!

  • A 30-min interview with our HR Team  
  • A role-play 
  • A 60-min video interview with our Regional Manager
  • A 45-min video interview with our Global VP Customer Experience
  • In-office meeting with the Berlin team

    • Brevo puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination. 

    Brevo values work-life balance and offers flexible working hours and remote work. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.

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