Customer Experience Associate EN - Ecommerce

Customer Experience Full-Time 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! Brevo is one of the world’s leading CRM and marketing platforms, helping businesses build strong customer relationships through connected, omnichannel experiences. Within Brevo, our Ecommerce Business Unit powers targeted marketing, customer engagement, and revenue growth for over 50,000 merchants globally, primarily across the US and Europe. Our technology is trusted by leading international brands, including Levi’s, Louis Vuitton, Tissot, Chanel, and L’Occitane, to drive seamless merchant and shopper interactions across the entire customer journey. The Role: You’ll be the front line of Brevo’s customer experience for our Live chat or email ticket support. Customers will rely on you to resolve their questions quickly, accurately, and with care, so every conversation leaves them feeling heard and supported. Alongside real-time troubleshooting, you will play a pivotal role in customer success by helping new merchants through a seamless onboarding and migration process from other ESPs. Your day-to-day will be a balance between fast-paced reactive support and proactive enablement: leading customer trainings, developing clear SOPs, and mastering the platform inside and out to spot growth opportunities and generate qualified leads. You will act as a critical bridge between our merchants and internal teams, translating daily user feedback into actionable insights for Product and Development. This is a role for an autonomous, problem-solving self-starter who thrives in a remote startup environment, takes pride in driving customer satisfaction, and wants to grow alongside a fast-moving e-commerce platform.