Freelancer profile translated to English.
Back to original languageAbout Audrey
Audrey Galy – Customer Care, Success & Web Writing Specialist
Welcome to my profile!
After two years as a Customer Care & Success Specialist for an HR web application (Side), I am now offering my freelance services. I support companies in their customer relations with responsiveness, pedagogy, and attention to detail, while also continuing with SEO web writing tasks.
My approach? To be a reliable point of support for both users and internal teams, and to adapt to each tool, each product, and each brand's tone.
🎯 What I can bring you:
- B2B & B2C Customer Support: autonomous management of requests via Intercom (or other tool), personalized tone, clear answers
- Creation of help content: FAQ articles, automatic messages, email or chat scripts
– Product support: identification of recurring issues, bug reporting, contribution to continuous improvement
- Training & onboarding: assistance with platform adoption, clear and kind explanation of processes
- Customer vision: structured feedback from users, focus on user experience fluidity
✍️ And on the SEO writing side:
- Creation of optimized content (articles, pages, product descriptions)
- Proofreading, correction, structuring
- Preferred topics: training, tourism, cosmetics, well-being, digital, freelancing, surfing & yoga
📍 Based in Lyon – Available for remote work
💼 Open to freelance missions in Customer Support / Success, part-time, full-time, or ad-hoc
English
Fluent
French
Native or bilingual
Can work on-site
Lyon (up to 20km), Paris (up to 10km)
Experience
- SideCustomer Care & SuccessSeptember 2023 - November 2025 (2 years and 2 months)Paris, France💬 B2B & B2C Customer Support – Web ApplicationManagement of incoming requests (chat, email) via IntercomResolution of technical or operational problems for temporary workers and companiesClear, fast, and personalized responses to ensure customer satisfaction📚 Product Knowledge & Information TransferCreation and updating of articles for the knowledge baseIdentification of bugs and reporting to technical teams🤝 Teamwork & AutonomyCollaboration with Operations, Product, and Sales teamsFull remote organization, autonomous daily priority management
- OnepilotCustomer CareE-COMMERCEApril 2023 - October 2023 (5 months)Ticket processing: Email, Chat, and Call for various clients (GeoRide, GetAround, Zefir, Etoffe, La Petite Etoile).
- SuperprofSEO Writer for Superprof BlogEDUCATION AND E-LEARNINGMay 2021 - Today (5 years and 1 month)Writing articles for the Superprof Switzerland and Belgium blogs (internal linking + SEO optimization)
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Education
- MSc Digital Marketing & E-businessInseec2020Titre RNCP Niveau 7 Manager de la communication et du marketing digital Cours dispensés : Social Ads ; Community Management ; Mediaplanning ; SEO ; SEA ; Planning stratégique et insights ; Business analyse ; Marketing à la performance ; Production de contenus ; Design thinking ; Mission consulting
- Master 1 Branding and International MarketingSup de Pub Paris2018Cours dispensés en anglais Brand Management ; Marketing Research, PR Strategies ; Consumer Behavior ; Account Planning ; Social Media ; International Marketing ; Art of Pitching ; Media Planning Compétition pour le client : Depop
Certifications
- Google AnalyticsGoogle2020
- Google AdsGoogle2020