Freelancer profile translated to English.
Back to original languageAbout Florian
I am at the crossroads of Product Management and Customer Support, and I help SaaS companies structure their support and improve their product.
Freelancer specializing in **Customer Support**, **Product Management**, and **Technical Coordination**, I support companies in optimizing their support, continuously improving their tools, and structuring their processes.
🎯 My journey in 3 steps:
- Banking & Insurance (Société Générale, Crédit Agricole, MAAF, Yomoni): consulting, premium customer relations, financial risk management.
- Customer Relations & IT Support (Fifteen): structuring multichannel support (Zendesk, chat, social networks), product improvement through user feedback, process automation, and data reporting.
- Technical & Product Management (Fifteen & Bibak): bug qualification and tracking, writing user stories, release management, KPI monitoring, coordination with Product & Dev teams, team management.
💡 My strengths:
- Ability to bridge the gap between customers, support, and product
- Data-driven approach (dashboards, KPIs, log analysis)
- Agile methodology experience (JIRA, Notion, Figma, API, Slack, GCP, Hubspot, Zendesk)
- Team management and cross-functional leadership
✨ My added value: offering reliable support, structured processes, and tech-product coordination focused on user experience.
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- BIBAKCustomer Support & Product Management LeadENVIRONMENTALJuly 2023 - September 2025 (2 years and 2 months)Paris, FranceI work at the intersection of Customer Support, Product Management, and Technical Coordination. My role is to continuously improve service quality and user experience, while managing functional needs on the product side.Customer Support Management & Coordination (B2C & B2B):
- Implementation and optimization of support tools & procedures
- Management of a team of 2 people
- Performance analysis using key KPIs
- Bug point of contact: qualification, prioritization, tracking, and resolution
- Technical support for CSMs on HW & SW issues
**Product Management:** * Gathering functional requirements with stakeholders- Writing user stories and specifications
- Configuration and testing of user journeys & back-office
- Proposals for improvements focused on UX and strategy (e.g., more intuitive interfaces, transparency on deposits)
🎯 My goal: to be the convergence point between support, product, and technical teams, to ensure robust service, a product roadmap aligned with the field, and lasting customer satisfaction. - FifteenSoftware Technical Manager for Customer Service | Product OwnerTRANSPORTATIONOctober 2021 - May 2023 (1 year and 7 months)Vanves, FranceI supported Fifteen in structuring their IT processes, prioritizing their needs, and ensuring the reliable deployment of their software solutions.
- Management of customer feedback (B2C, B2B, B2G), technical analysis, and bug tracking
- JIRA management: bug qualification/prioritization, sprint tracking, writing user stories & roadmap
- Product coordination: tracking feature requests, feasibility studies, release notes
- Support for Sales/Account Managers on IT & IoT issues
- Design of procedures and training manuals for users and clients
- Team management and end-to-end project management
🎯 My approach: combining technical rigor with a customer focus to ensure reliable deliveries and optimal user experience. - FifteenCustomer Relations OfficerTRANSPORTATIONOctober 2019 - December 2021 (2 years and 2 months)Vanves, FranceResponsible for Customer Relations & IT Support with solid experience in managing multichannel support and continuously improving tools and processes.I help companies structure their customer support and optimize user satisfaction through an approach combining interpersonal skills, technical expertise, and data.
- Management of B2C, B2B, and B2G customer relations across multiple channels (Zendesk, Aircall, chat, social networks)
- Product improvement: collecting feedback, requesting new features, fleet monitoring
- Customer support organization and quality management (SLA)
- Implementation and optimization of tools and procedures (standardization, automation)
- Creation of weekly reports and dashboards (statistics, data analysis)
- Technical analysis of user feedback via IT/IoT tools (logs, data)
🎯 My goal: to help my clients offer reliable, responsive, and data-driven support, while continuously improving their products and customer experience.
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Education
- Bachelor's degree in Banking, Insurance, FinanceCfpb Bordeaux2016Licence banque, asurance, finance
- BTS BankingMaison de la formation Poitiers2015BTS BANQUE