Job description
Sendinblue is the European leader in digital marketing software. We are a complete Sales & Marketing toolbox: email, SMS, Facebook ads, chat, CRM, and more in one single SaaS platform. Our mission is to empower all companies with the tools they need to build stronger customer relationships and grow their business through meaningful interactions.
We are a rapidly growing team of more than 700+ employees, representing over 67 nationalities spread across seven offices in Paris, Berlin, Sofia, Noida, Bengaluru, Seattle, and Toronto.
At Sendinblue, all Sibers evolve in a multicultural, caring, and flexible environment. We are an international team of more composed of tech & non-tech profiles looking for talents that share our values: empower the customer, build up together, Impact first, be humbly open, and people company.
Sendinblue Customer Experience Representatives wear many hats. While their first responsibility is to offer direct technical support, primarily via email and telephone, there are many other elements to the job as well.
We are looking for an enthusiastic, energetic candidate to join our North American customer experience team.
As a member of the team, you will:
- Manage and resolve daily client tickets.
- Answer all client incoming calls with proper tone and professionalism.
- Ensure that clients' questions and problems are resolved properly and quickly.
- Address challenging customers and problems that require escalation outside of the department.
- Report, analyze and resolve system, clients and operational issues that impact service quality.
- Strive to provide all customers with an outstanding customer experience.
- Grow client relations and work closely with the tech team to identify bugs.
- Work independently to master emailing best practices, as well as our platform and the tools we offer customers.
- Develop familiarity with technical aspects of email marketing, such as DNS record creation/modification, email-friendly HTML, and the Sendinblue API.
What will contribute to your success:
- Excellent written and spoken communication skills in English.
- Customer-focused with the ability to build customer relationships and customer confidence.
- At least 1+ years of experience in customer service
- Familiarity with email marketing
- Knowledgeable of the SaaS industry
- The ability to jump right into a fun and relaxed office culture
- Currently living in the US (west coast)
What we offer:
- A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
- The chance to grow your professional and technical skills, with real room for career progression
- SIBOP: all Sendinblue employees are granted our shared ownership plan - the more Sendinblue will be valuated, the more you will get
- Budget to support your workspace at home
- Annual Bonus
- Monthly Lunch Stipend
- Optional health FSA
- Insurance plan (medical, dental, vision, & life)
- Optional SIMPLE IRA Retirement Plan
- Paid time off and paid holidays
- Transportation (paid ORCA card)
- 22 Weeks of Maternity Leave/6 weeks of parental leave (top-up)
- Bi-annual global company offsite; inter-office trips (when the current sanitary situation permits)
- A modern office in a central location with free snacks/drinks and fun activities!
- Team events
- ..and more!
- Salary range: $40-$55k USD
While we know there are still challenges surrounding COVID-19, we are still looking for great candidates to join our amazing team. Our recruitment process for the time being will be virtual (Phone, Hangouts, Zoom) to provide a safe experience.
Sendinblue 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.
Sendinblue 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.
Our recruiting process will mostly be virtual (Hangout,Zoom) to provide a safe experience.
The timeline and details of the hiring process will be shared by the TA team during the first call.
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