Customer Experience Associate EN - Ecommerce

About 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.

What you'll do

• Onboarding Success Rate - Merchants you migrate are set up correctly and know what to do next
• Process & SOP Documentation: Create, update, and refine internal standard operating procedures and self-serve documentation to share knowledge across the team

What you need

• 3–6 yrs of experience
• Chat support
• Customer success
• Communication
• SOP writing
• Sales
• Shopify
• Any graduate

Good to have

• Zendesk
• Marketing automation