Freelancer profile translated to English.

Back to original language

Description

I work at the interface between users, the product, and technical teams.

I transform user problems into actionable insights for the teams building the product.

For 7 years, I have been involved in high-volume SaaS and public sector environments:

• Onboarding of 1,598 local authorities onto a national platform

• Management of ~250 tickets/day on Crisp/Zendesk

• Structuring knowledge bases to reduce contact rates

• Direct collaboration with dev teams on bug reporting

What I bring beyond classic support:

→ I diagnose before I answer. Root causes, not just symptoms.

→ I speak both languages. Technical bug → clear language for the user.

→ I build systems. KB, escalation workflows, onboarding journeys.

Tools mastered: Zendesk, Crisp, Intercom, Hubspot, Slack, Jira, Notion

Languages: French (native), English (fluent), Italian (professional)

Open to missions as Product Support Specialist, Technical Customer Success,

or User Support Officer. Remote or hybrid depending on the project.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Italian
Conversational

Workplace preferences

Can work on-site

Montpellier (up to 50km), Auxerre (up to 50km), Lille (up to 50km), Paris (up to 50km)

Freelance, diverses entreprises
Customer Care: Onboarding & Support | SaaS B2B & B2C
January 2018 - Today (8 years and 7 months)
Context: Successive missions for startups (Qonto, HelloAsso, Blissim, Caval, Alan, La Fourche...)

Missions:

Multichannel support (Crisp, Zendesk, Intercom, phone) on large volumes
Contribution to structuring support, documentation, and processes
Continuous improvement of response quality and workflows

Impact:

Rapid adaptability in different SaaS environments
Creation of reusable macros and documentation
Customer satisfaction maintained despite high volumes
Skills: Zendesk | Multichannel Support | Documentation | SaaS B2B/B2C
Zendesk Notion Customer Support Customer Care
Beetronics
French-speaking Country Manager EMEA
TECH
October 2025 - March 2026 (5 months)
Auxerre, France
Context:Professional display solutions for industry, museums, and the public sector

Missions:

Management of a portfolio of +90 clients (France, Belgium, Switzerland)
Complete management of the client cycle: pre-sales, consulting, deployment, support, and after-sales service
Technical support for demanding professional display solutions
Coordination with international product and support teams

Impact:

Single point of contact for French-speaking clients
Facilitation of product adoption and resolution of field issues
Continuous improvement of user documentation
B2B Customer Support User Relationship Customer Success Management Account Management
beta.gouv
Deployment & User Support Officer
PUBLIC SECTOR
January 2024 - July 2025 (1 year and 6 months)
Auxerre, France
Context:Public digital services (Territoires en Transitions, Pass'Sport, Mon Diag Artif)

Missions:

Onboarding of 1,598 local authorities (≈ 5,800+ active users)
Support volume management: ~250 tickets/day on Crisp
Structuring knowledge bases and optimizing support processes
Leading user workshops and structured collection of product feedback

Impact:

Reduction in contact rate thanks to improved documentation
Interface between field users and product/technical teams
User training and adoption support
Product Deployment User Support User Onboarding User Training User Feedback