Freelancer profile translated to English.
Back to original languageAbout Julie
I help you improve your customer relationship and support performance through an approach that is operational, structured, and user satisfaction-oriented.
Specializing in customer support and user relationship management in demanding SaaS and startup environments, I evolved from Customer Support Specialist to Customer Support Team Lead, with a strong results and KPI culture.
I focus on:
• Customer support management and optimization,
• Performance and key indicator tracking,
• Process improvement,
• Complex request management,
• Support team coordination and coaching.
Accustomed to high-volume environments, I know how to combine responsiveness, quality of service, and operational efficiency to offer a fluid and professional customer experience.
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- Greenly | Certified B CorpCustomer Support Team LeadENVIRONMENTALJune 2025 - Today (1 year)France• Leading a customer support team in a high-volume environment• Managing tickets and prioritizing user requests• Optimizing workflows and continuous process improvement• Analyzing KPIs and activity reporting• Cross-functional collaboration with product and technical teams• Training and upskilling teams
- GreenlyCustomer Support SpecialistENVIRONMENTALDecember 2024 - Today (1 year and 6 months)• Assisting users and resolving support incidents• Managing tickets via CRM/support tools• Tracking KPIs: response time, customer satisfaction, productivity• Escalating technical issues to relevant teams• Contributing to the optimization of support processes and the knowledge base• Participating in the continuous improvement of the customer experience
- IndyCustomer Care SpecialistDecember 2023 - July 2024 (7 months)• Handling customer requests in a high-volume environment• Assisting users with tools and accounting issues• Meeting precise performance objectives and KPIs (response time, quality, productivity)• Managing complex situations and priority requests• Collaborating with internal teams to ensure quick incident resolution• Contributing to maintaining a high quality of customer service
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Education
- Master in Marketing Strategies and Business DevelopmentEcole de Management de Normandie2020Master stratégies marketing et développement commercial
- Study SemesterUniversitat de Vic – Universitat Central de Catalunya (UVic-UCC)2018Semestre d'étude
Categories
- Other