Brevo

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 <a href="http://success.Our">success.Our</a> 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 <a href="http://more.Today">more.Today</a>, 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.&nbsp;&nbsp;You will manage a team of Customer Experience Representatives, SR Representatives &amp; Specialists with different backgrounds and nationalities. You will ensure team members are trained and led on a path to success in their roles! \n As Customer Experience Team Lead, you will:<ul><li>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</li><li>Ensure a smooth daily organization and administration management: make sure back-ups are available, manage schedules and leaves</li><li>Be an advocate for your team: communicate about improvement and best practices, demonstrate new features, and identify training needs and provide the resources</li><li>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</li><li>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</li><li>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</li></ul> What will contribute to your success:<ul><li>At least 2+ years of experience in a Customer Experience role</li><li>Prior experience in a management role</li><li>Fluent in English (mandatory)</li><li>Excellent team-building and team-management skills</li><li>Customer-focused and analytical</li><li>Enthusiastic team player with an ability to collaborate with management in our global offices</li><li>Excellent verbal and written communication skills</li><li>Good understanding of digital marketing i.e. email-marketing software</li></ul> What we offer:<ul><li>30 days of vacation</li><li>Fully paid Urban Sports Club M Membership</li><li>Budget to subsidize various expenses like Lunch, Internet and well-being&nbsp;</li><li>Subsidized BVG ticket for public transportation</li><li>Budget to support your workspace at home</li><li>Language learning with Babbel app!</li><li>Second parent leave: Additional 1 month of fully paid leave</li><li>Global company offsite and inter-office trips</li><li>A modern and very cool Office in Berlin + 2 Days Home Office</li><li>Free fruits &amp; drinks</li><li>Pizza Wednesdays, Monthly breakfasts &amp; many other events &amp; fun activities</li><li>Learning &amp; development opportunities</li><li>Social, green and rainbow alliance committees to take care of environmental and social matters</li><li>and much more!</li></ul> Meet us!<ul><li>A 30-min interview with our HR Team&nbsp;&nbsp;</li><li>A role-play&nbsp;</li><li>A 60-min video interview with our Regional Manager </li><li>A 45-min video interview with our Global VP Customer Experience </li><li>In-office meeting with the Berlin team </li></ul> \nBrevo 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.&nbsp; 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.