Customer Experience Associate FR - Ecommerce

About the role

You’ll be the front line of Brevo’s customer experience for our French-speaking customers, handling most of your day through live chat on Intercom. Customers will rely on you to resolve their questions quickly, accurately, and with care, so every conversation leaves them feeling heard and supported. Alongside this, you’ll own a portfolio of French-speaking customer accounts, guiding each one from onboarding through renewal and into expansion.

What you'll do

• Handle live chat conversations on Intercom, resolving customer questions and issues quickly, accurately, and with care
• Manage and resolve daily client tickets so that problems are fully solved, not just answered
• Handle challenging customers and cases that require escalation outside the department, and follow them through to resolution
• Work closely with the tech team to identify, reproduce, and report bugs with clear detail
• Manage a portfolio of new and existing French-speaking customers, leading the customer lifecycle from onboarding through renewal and expansion

What you need

• 4–7 yrs of experience
• Chat support
• Customer success
• Email marketing
• Communication
• Sales
• Product marketing
• Any graduate

Good to have

• Customer service
• HTML
• Roadmapping
• Marketing automation