Team Lead Customer Experience - English (Hybrid Remote Policy)

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 looking for its next Team Lead to join us in our Berlin office! In this role, you will oversee a diverse team of Customer Experience Representatives, Senior Representatives, and Specialists from various backgrounds and nationalities. Your mission will be to guide, train, and empower your team members, setting them up for success in their roles.

As Customer Experience Team Lead, you will:

• Deliver an exceptional customer experience: Enhance processes and tools, manage and share team feedback, reassign tickets when needed, monitor team statistics, and ensure objectives are met.
• Ensure smooth daily operations: Oversee scheduling, leave management, and ensure back-ups are in place to maintain continuity and efficiency.
• Mentor and support your team: Act as a guide and reference point for your team members. Offer advice to help them identify, understand, and anticipate complex cases, clarify processes, and develop their skills.
• Advocate for your team: Promote improvements and best practices, demonstrate new features, identify training needs, and provide the necessary resources to support growth.
• Facilitate onboarding for new team members: Welcome newcomers, introduce them to the team, guide them through their initial steps, teach tools and processes, and support their integration into the company culture.
• Be a collaborative team player: Maintain a comprehensive view of activities and backlogs, plan and anticipate scheduling needs, and foster collaboration and communication with other Brevo offices.

What will contribute to your success:

• Prior experience in a management role
• At least 2+ years of experience in a Customer Experience position
• Fluent in English (mandatory)
• Excellent team-building and team-management 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 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!

• 30-min interview with our HR Team
• Role-play 
• 60-min video interview with our Regional Manager
• 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.