Freelancer profile translated to English.
Back to original languageAbout Antonin
Expert Zendesk & Intercom, I support Support and Customer Success teams in the implementation, optimization, and evolution of their tools and post-sales operations.
I work in various environments, from setting up to optimizing existing instances, including complex organizations (+300 users) with performance and scaling challenges.
🎯 I intervene to:
- improve the productivity of support teams
- reduce processing times and ensure SLA reliability
- structure inbound flows and better distribute workload
- provide visibility to teams through operational reporting
🧩 Examples of missions
- Zendesk Expertise: workflow optimization, routing, SLAs, automations, and quality of service
- Intercom Expertise: bots, routing, flow organization, and automations
- Specific developments: Zendesk apps, Intercom integrations, automations, and connections with your internal stack
- Support performance improvement: ticket prioritization, reduced response times, better flow distribution
- Customer onboarding: implementation of journeys, automation of follow-ups, and activation tracking
- Reporting & Steering: Zendesk Explore & Intercom dashboards, SLA monitoring, volume tracking, team performance, and decision support
🤖 AI with Zendesk & Intercom
- Agent Copilot: response and action suggestions for agents
- Quality monitoring: ticket analysis and response scoring
- Self-service chatbot: automation of simple requests and improvement of self-resolution
🔧 Stack
Zendesk, Zendesk Explore, Intercom, Make, n8n, Zapier, Salesforce, Hubspot
🤝 I work independently or with the Customerz collective to frame, design, and deploy robust, maintainable solutions tailored to your organization.
👉 Looking to improve the performance of your support or Customer Success? I can help.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- CustomerzCEO - Co-founderCONSULTING AND AUDITSNovember 2021 - Today (4 years and 9 months)Chantilly, FranceCustomerz, the leading collective of B2B SaaS customer experience experts in France.We support scale-ups and large companies in structuring, automating, and optimizing their post-sales operations to make them a lever for sustainable and measurable growth.Our approach is based on four complementary areas of expertise:*Audit and strategic supportto identify optimization areas and build concrete action plans*Training and coachingto upskill teams on tools, processes, and Customer Success posture*Implementation and optimization of toolssuch as Zendesk, Intercom, Planhat, Salesforce, Make, Zapier, or Dust, integrating best business practices and automation capabilities*Operational executionwith experienced profiles capable of intervening in customer onboarding, project management, post-sales coordination, or interim managementAs CEO, I drive the collective's strategy and development, structure the offering, and personally engage in missions related to customer journey automation, integration of artificial intelligence into post-sales processes, CS Ops architecture, and tool and organization scalability.Customerz targets companies that wish to professionalize and enhance their customer experience without burdening their organization.We combine a culture of operational excellence, a deep understanding of tools, and rapid action capability.Our promise: tailor-made, measurable, and immediately operational support.
- LifenHead of DeliveryMEDICALMarch 2018 - April 2021 (3 years and 1 month)Paris, FranceI structured and automated the post-sales journey at Lifen, from onboarding to technical integration, with a strong focus on scalability and customer experience.As Head of Delivery, I managed the deployment team, optimized processes between CS, product, and support, and oversaw delivery for public and private healthcare stakeholders.
- Bütema AGCustomer Success ManagerLOGISTICS AND SUPPLY CHAINJune 2017 - April 2018 (11 months)Argenteuil, FranceOptimization of customer operations through advanced support, automation, and structured documentation
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Education
- Expert in Information TechnologyEpitech Paris2015