Freelancer profile translated to English.
Back to original languageAbout Adelaide
I intervene on a one-off basis for SaaS teams that need structured operational support for customer service and product quality.
My background combines field experience in business management with daily practice of SaaS tools – allowing me to understand both user needs and the technical constraints of product teams.
What I can handle:
Level 1 and 2 customer support (tickets, chat, email)
Functional testing, bug reporting, and test case writing
User acceptance testing before deployment
Writing user documentation and knowledge bases
Creating product communication materials (onboarding, emails, tutorials)
Context in which I am effective:
I integrate quickly into existing tools (Notion, Intercom, Metabase, Jira, Slack…), I work autonomously, and I deliver structured results. I am particularly suited for missions where the rigor of delivery and product understanding are as important as responsiveness.
French
Native or bilingual
English
Fluent
Italian
Fluent
Remote only
Primarily works remotely
Experience
- BuraleasyCo-founder & CPOMarch 2026 - Today (5 months)Co-founder of a B2B SaaS for managing and monitoring profitability for French tobacconists — from product design to go-to-market. Currently in beta testing phase.⚪️ ProductProduct ownership: roadmap definition, MVP prioritization, user story writingUI/UX design: mock-up and user journey designDevelopment coordination: sprint management with the developer, testing and feature validationIntegrations: OCR, Open banking (Powens), accounting export⚪️ Go-to-market & GrowthContent strategy: Facebook editorial calendar, copywriting, product documentationAI-powered marketing, no-code automationsBeta recruitment: targeted Facebook Ads campaigns
- KomeetTechnical SupportTECHJanuary 2023 - Today (3 years and 7 months)Paris, FranceCentral technical point of contact between users, internal teams, and product/dev teams, I ensure end-to-end handling of technical requests on a B2B SaaS platform dedicated to solidarity engagement.⚪️ Technical Analysis & ResolutionRequest reception and qualification: distinguishing bugs, user misunderstanding, or product needsIn-depth analysis of anomalies: reproduction, investigation, case documentationWriting structured bug reports for development teamsTracking fixes until resolution and communication with stakeholders⚪️ Escalation & CoordinationIT Escalation: transmission to technical teams with full context and criticality levelProduct Escalation: identification and reporting of recurring or blocking needsInterface with internal teams for technical or support requests⚪️ Business & User KnowledgeFine understanding of user profiles: company administrators, volunteer collaborators, associationsIdentification of the real need behind each request — beyond the expressed symptomContribution to process documentation and knowledge baseTools: Intercom · Slack · Notion · Jira · Metabase · Dust (AI)
- BionobleHead of Customer ServiceRETAIL (SMALL BUSINESS)November 2021 - Today (4 years and 9 months)- Structuring and managing customer relations
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Education
- International Business MasterParis 82017- Techniques du commerce international (négociation, gestion de la relation client, logistique, paiements internationaux, partenariats commerciaux, export) - Langues (français - anglais - italien) - Droit (propriété industrielle, contrefaçon, contentieux commerciaux) - Marketing (politique commerciale d’exportation et d’implantation à l’étranger, sourcing, études de marché, marketing direct, réseaux sociaux, référencement)
Skill set
Categories
- Other