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Carine BonaventureCB

Carine Bonaventure

Customer Care Ops Manager / Structuring support

€350/day
Paris, FR
8-15 years
Intercom
Customer service
Client support
Help center
Automation

Average response time: 1 hour

Freelancer profile translated to English.
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About Carine

Customer Care / Support Ops - Freelance

I intervene with B2B SaaS teams on occasional or reinforcement missions: client support, structuring responses, optimizing processes and tools (Intercom, help center, workflows).

Ideal for:
- absorbing a peak in demand
- temporarily replacing an employee
- re-evaluating the organization of customer support

Interventions possible on a part-time basis, for a few days to a few weeks, in collaboration with your existing teams.

With over 20 years of experience in customer relations, I have specialized in structuring, optimizing, and automating Customer Care within a fast-growing B2B SaaS environment.

Today, I am supporting the growth of a B2B SaaS client base, which has grown from 2,000 to 4,500 clients in less than 18 months.

For the past year, I have been independently managing:

AI & Self-Service Deployment
→ 16,000+ sessions resolved
→ 51% automatic resolution

Creation of a Multilingual Help Center
→ 200+ articles
→ 73% resolution rate

Structuring of Support Processes (email, chat, and phone)
→ CSAT: 88%
→ Average first response time: 15 minutes

What I can do for you:
  • Audit your customer support and identify concrete optimization opportunities
  • Structure or revamp your help center / knowledge base
  • Deploy and optimize a conversational AI (Intercom Fin, etc.)
  • Create effective workflows, macros, and automations
  • Train your teams on Customer Care best practices (processes, tools, posture)
Pragmatic, structured approach focused on response quality, customer experience, and operational efficiency.

Tools:

Intercom · Zendesk · HubSpot · Notion · ChatGPT · Claude · Stripe · Pennylane

Languages: Native French · Fluent English (written and spoken)

  • French

    Native or bilingual

  • English

    Fluent

Can work on-site
Paris (up to 50km)

Experience

  • Danim (SaaS)
    TEAM LEAD CUSTOMER CARE
    SOFTWARE PUBLISHING
    November 2024 - Today (1 year and 7 months)
    Paris, France
    Managed customer support in a high-growth context
    (client base grew from 2,000 to 4,500 clients in 18 months).

    Main responsibilities:
    – Management and coaching of2 Customer Care apprentices
    – Organization and structuring of multi-channel support
    (email, chat, phone)
    – Monitoring of performance and service quality
    (response time, customer satisfaction, flow management)

    Independent management:
    – AI deployment in support
    → 15,900+ automated sessions
    → 51% self-resolution
    – Structuring and documentation of Customer Care processes
    Client support Customer service Automation B2B Customer relations Team management
  • (Alternance) Danim (SaaS)
    CUSTOMER CARE OPS / CUSTOMER SUCCESS
    SOFTWARE PUBLISHING
    July 2023 - October 2024 (1 year and 3 months)
    Paris, France
    Structuring of the Customer Care system: processes, workflows, automation, and help center.

    - Creation and structuring of the help center
    → 160+ articles created or coordinated
    → 11,500+ consultations

    - Deployment of self-service
    → 6,500 self-service content sessions resolved
    → 54.4% self-service resolution rate
    → 62.3% article resolution rate

    - Implementation of comprehensive support workflows
    → Reduction in resolution times
    → Improvement in customer autonomy and satisfaction
    Automation Help center Process structuring B2B SaaS Customer service
  • Caramel & coco
    SELF-EMPLOYED CATERER
    RESTAURANTS AND FOOD SERVICE
    January 2019 - January 2023 (4 years)
    Écouen, France
    Complete management of an independent business.

    • B2C customer relations: order taking, follow-up, satisfaction
    • Project organization and management (events, services)
    • Invoicing, logistics, and operational coordination
    • Development of autonomy, organization, and operational rigor
    Customer relations Project management Operational organization
Check out Carine's experience

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Education

  • Training for Retail Unit Manager (Level 5 TP)
    AFPA & H&M Lafayette
    2013
    Formation Manager d'Unité Marchande (TP niveau 5)
  • Manager of Commercial & Marketing – Digital Acquisition (Level 6 Certification)
    Rocket School
    2024

Skill set

B2B SaaS
Process structuring
Client Onboarding
Customer experience

Categories

  • Other