Team Lead Customer Experience, Brevo
English
2+ days a week in office
Digital marketing platform
Be an early applicant
Digital marketing platform
501-1000 employees
Be an early applicant
2+ days a week in office
501-1000 employees
Company mission
To empower businesses of every size to forge lasting customer relationships.
Role
Who you are
- 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 the job involves
- 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!
- 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
Application process
- 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
Our take
Brevo, formerly Sendinblue, is a digital platform that helps businesses grow and develop strong relationships with its customers. Specialising in email, SMS, Facebook, Chat, CRM, and more, it supports more than 300,000 active users across 160 countries, with offices in Seattle, Berlin, Bangalore, Sofia, Noida, and Toronto.
Unlike other marketing solutions that are more focused on enterprise level businesses, Brevo focuses on both B2B and B2C businesses and eCommerce sellers. It is committed to providing affordable and accessible marketing solutions to reach as many customers as possible. A recent acquisition of Yodel.io enabled the company to reduce digital marketing costs while creating additional features for customer success.
Brevo's position has strengthened in the growing market as more SMBs are going digital. The company is also targeting enterprise customers including Louis Vuitton, the candy giant Haribo, Fujitsu, Amnesty International and Greenpeace. Having recently reached centaur status, the company is still building new products and acquiring smaller companies, targeting $1B Annual Recurring Revenue by 2030.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
63% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$143.6m
SERIES B
Sep 2017
$31.6m
SERIES A
Total funding: $176.6m
Company benefits
- A unique opportunity to join an international and collaborative scale up environment in a hyper-growth context
- The chance to grow your professional and technical skills, with real room for career progression
- Shared ownership plan
- Paid time off and paid holidays
- Budget to support your workspace at home
- Optional health insurance package
- Bi-annual global company offsite; inter-office trips
- A modern office in a central location with free snacks/drinks and fun activities!
- Team events and more!
- Work's council benefits (HelloCSE)
- Very competitive referral program
- Second parent leave: 1 month of fully paid leave
Company values
- Empower the customer - We succeed when our customers succeed. This idea goes into everything we do: from developing the product to communicating with prospective and existing users
- Impact first - We’re always stronger together. We all bring value to Brevo, constantly collaborating to achieve our shared goals and help each other develop our own skills
- Humbly open - We are an open company with an emphasis on humility. Everyone is accessible and open to listening to, challenging, and being challenged by others in their work
- People company - People are our biggest strength. With more than 86 different nationalities, our diversity gives us a wide variety of perspectives to help us grow, learn, and improve together
- Build up together - We’re always stronger together. We all bring value to Brevo, constantly collaborating to achieve our shared goals and help each other develop our own skills
Company HQ
Madeleine, Paris, France
Articles
Leadership
Armand Thiberge
(CEO)Acts as an investor for My Job Glasses, Backacia and SABI AGRI. Previously founded Dual Technologies Services.
Jeremy Cahen
(CPO)Serves as a founder and advisor for Harvestr, and as a President for eGG-one school. Previously acted as Founding President for oonity.
Steffen Schebesta
(North America CEO)Acts as a founder and shareholder for Jurafuchs (Go Legal GmbH). Currently serves as a private investor for LIVEBUY and Vespucci Analytics, and as a shareholder and an advisory board member for RFQ2Go.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Brevo
- With offices in eight countries and employees representing 86 nationalities, Sendinblue is a multicultural company and our diversity is one of our greatest strengths. It makes us clever problem solvers, collaborative team members, and open-minded thinkers.
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