Customer Experience Specialist

About Brevo

Brevo is a leading CRM and marketing platform helping over 500,000 businesses across 180 countries build stronger customer relationships through connected, omnichannel experiences. Its solutions include Email, SMS, WhatsApp, Chat, and Marketing Automation, empowering businesses to engage customers and grow effectively.

As a certified B Corp, Brevo is also committed to creating a positive social and environmental impact.

About PushOwl (Now Part of Brevo Ecommerce)

PushOwl, formerly an independent ecommerce technology company, is now part of Brevo’s Ecommerce Business Unit. Combining PushOwl’s expertise in Shopify marketing with Brevo’s global technology and ecosystem, we help merchants strengthen customer engagement, drive revenue, and create seamless customer experiences.

This role is for you if:
You are:
-- Friendly, supportive, reliable, and proficient in written English.
-- Experienced in Live Chat support, with the ability to manage multiple conversations and resolve customer queries quickly and effectively.
-- Customer-focused, with a positive attitude and a genuine commitment to delivering excellent customer experiences.
-- A proactive problem-solver who can independently troubleshoot technical issues and handle challenging customer situations.
-- Eager to learn about ecommerce, Shopify, and the technical aspects of our platform.
-- Willing to document learnings, share knowledge, and collaborate with internal teams.
-- Comfortable supporting occasional merchant onboarding and migration from other ESPs.

What Success Looks Like in This Role

Response Time - How quickly you get back to merchants in chat.
CSAT - How happy and well-supported merchants feel after chatting with you.
Onboarding Success Rate - Merchants you migrate are set up correctly and know what to do next.
Customer Reviews - Positive Shopify reviews driven by your support interactions.
Qualified Leads Generated - Sales opportunities you identify and pass along.
Onboarding customers to Brevo - when required, migrate customers from other marketing platforms to Brevo.

What You’ll Do

Live Chat Support: Deliver real-time, exceptional support via live chat, swiftly resolving issues so merchants feel heard and supported.
Product Mastery: Become a Brevo guru, developing deep functional & industrial expertise to solve both straightforward inquiries and complex edge cases.
Process & SOP Documentation: Create, update, and refine internal standard operating procedures and self-serve documentation to share knowledge across the team.
Product Feedback Loop: Champion the customer voice by capturing user insights and partnering with Product and Engineering to improve the platform.
Night Shift Coverage: Open to working the night shift to provide reliable, responsive coverage for our global merchant base.
Customer Onboarding & Training: Guide new merchants through setup and migration, leading engaging sessions and onboarding sessions so they know exactly what to do next.

What We’re Looking For
-- Proven track record in a customer support, onboarding, or implementation role—ideally within SaaS, e-commerce, or the Shopify ecosystem.
-- Excellent written English with the ability to explain complex technical concepts simply, warmly, and concisely.
-- A proactive, user-first mindset focused on making merchants successful rather than just closing tickets.
-- Eagerness to learn the technical nuances of Brevo, Shopify, and e-commerce mechanics, backed by strong problem-solving skills.
-- Self-motivated and comfortable working remotely, managing time effectively, and documenting solutions as you learn.

Bonus Points:
-- Prior experience with platforms like Intercom or Zendesk,
-- Working remotely in a fast-paced startup, or managing difficult customer interactions with poise.

If you don’t meet all the requirements below but believe this opportunity matches your expectations and experience, we still encourage you to apply!

Why people love working at Brevo:
-- A place to grow, together
-- Practical perks for everyday balance:
-- Learning, every step of the way
-- Flexible working
-- Wellbeing that works
-- A culture that cares