Freelancer profile translated to English.
Back to original languageAbout Anaïs
Customer Care & Operations Leader with over 10 years of experience in improving service quality, scaling international support teams, and operational transformation in high-growth tech environments.
Former manager at Airbnb and BlaBlaCar, I support companies facing rapid growth, operational complexity, or transformation challenges in their Customer Care & Customer Operations, with a strong focus on performance and quality.
My approach is data-driven and highly operational, focused on business impact, and based on cross-functional leadership (Ops, Product, Tech, Data).
What I support my clients with:
Customer Care & Operations
– Structuring and scaling support teams (internal and BPO)
– Managing SLAs, KPIs, quality, CSAT, and NPS
– Workforce planning and operational excellence
Process & Transformation
– Workflow optimization
– Tool migration and improvement (Zendesk, Salesforce)
– Support automation
Leadership & Change
– Managing international and hybrid teams
– Coaching, onboarding, and skill development
– Cross-functional projects with Product, Tech, and Ops
Key results
📈 Growth of a portfolio from860 to 1500 listings in 1 year (+74%)**, then to **3200 (+270%)
💬NPS: +87%
⚡SLA: +13%at BlaBlaCar (up to +18%)
😊CSAT: +11%(peaks at +21%)
⏱️ **FRT**: -56% (CSM) | -31% (AM)
🔧 Productivity:CSM +31% | AM +20%
👥 Management of up to15 internal + 70 BPO
🔄 Full integration ofLuckey → Airbnbsupport
Scope: Customer Care, Customer Operations, CX & Ops Transformation, interim management
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km), Reims (up to 30km)
Experience
- BlaBlaCarCustomer Relations Manager – India, Turkey & English-speaking MarketsTRAVEL AND TOURISMSeptember 2024 - January 2026 (1 year and 3 months)Paris, FranceMission ofmanaging and optimizing Customer Relations operationsin international markets with high cultural and operational complexity, in a context of continuous transformation.🎯Main Responsibilities:
- Direct management of a team of 1**0 Customer Relations Specialists** (India, Turkey, and English-speaking markets)
- Operational performance management:SLA, CSAT, quality, productivity,andFRT
- Optimization and redesign of **support workflows**, improvement of customer triage and journeys
- Active contribution to **cross-functional projects**: migration and evolution of the BPO model, improvement of tools and automations
- Regular reporting to management and close coordination withProduct, Ops, Data, and Techteams
- Coaching, managerial support, and skill development for teams in a multicultural environment
📈Key Results:⚡ +13% SLA on average (up to +18% depending on teams)😊 +11% CSAT, with peaks at +21%🚀 Significant improvement in service quality and productivity🧩 Contribution to a more scalable, robust, and performance-oriented support organization - AirbnbManager, Market Management Operations (Hosting services)TRAVEL AND TOURISMJanuary 2022 - April 2023 (1 year and 3 months)Paris, FranceResponsible for Market Management operations for the Hosting Services scope, with the mission tostructure, optimize, and scalethe Co-Host program across several international markets.🎯Main Responsibilities
- Management of a team of5 Market Managers(France, Spain, Canada markets), responsible for the integration, activation, and performance management of local partners (concierge services)
- Structuring and optimization of the Co-Host program'soperational processes**, enabling a **6x growth in the number of partners in 2022
- Production of strategic analyses and **regular reports to top management**, to guide business decisions and support growth
- Management ofstructuring cross-functional projectsaimed at improving partner and customer experience: NPS deployment, Resource Center redesign, Salesforce CRM migration and optimization, partner and community engagement initiatives
- Design and deployment of **mentorship and individual coaching programs**, fostering skill development, autonomy, and team performance
📌Key Impacts🚀6x growthof the Co-Host partner network in 2022🔄 Unified processes and tools across several markets📊 Better visibility on partner performance and satisfaction - AirbnbManager, Customer support (Hosting Services)TRAVEL AND TOURISMDecember 2018 - January 2022 (3 years and 1 month)Paris, France🌍 France & Canada | Hybrid internal & BPO ModelResponsible for Customer Support operations for the Hosting Services scope, with the mission tostructure, manage, and improve the performanceof a multi-country support organization in ahigh-growth and post-acquisition transformation context.🎯Main Responsibilities
- Management of a hybrid support organization composed of15 internal employees(France & Canada) and a **70-agent external provider**, with a strong focus on quality and operational consistency
- Management ofworkforce planning and budget(up to **€2M**), in a sustained growth environment (up to **+113% YoY**)
- Leading the **complete integration of the Luckey Homes customer service into Airbnb**: product migrations, provider transfers, process redesign, and team reorganization
- Implementation, monitoring, and optimization of **customer support performance**: SLA, KPIs, service quality, operational governance
- Supervision and resolution of **complex disputes and sensitive escalations**, with a strong focus on customer satisfaction and loyalty
📌Key Impacts🏗️ Luckey support organizationfully integrated and alignedwith Airbnb standards📉 Sustainable improvement ofSLA, quality, and productivity📊 Better control of costs and capacity in a high-growth context
Recommendations
AR
+2
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- International Business Master – Franco-Italian double degree, International TradeUniversità Cattolica del Sacro Cuore2010International Business Master – double diplôme franco-italien, Commerce international
- International Business Master – Franco-Italian double degree from CESEM Reims, International TradeNEOMA Business School2010International Business Master – double diplôme franco-italien du CESEM de Reims, Commerce international
Certifications
- SpineUp Management TrainingInition Program2019