Freelancer profile translated to English.
Back to original languageAbout Juliette
⚡ AI and automation at the service of your teams and performance!
I help you structure, automate, and optimize your customer service — without sacrificing user experience.
After 8+ years in Customer Success (startups, scale-ups, e-commerce, SaaS, international events) and 3 years as a freelancer, I support companies that want to evolve their support, reduce friction points, and offer a simpler, faster, and more consistent customer experience.
As an expert in Crisp IM & automation, I have designed systems capable of:
• reducing repetitive tickets,
• absorbing growth without immediate hiring,
• improving customer satisfaction,
• making teams' daily lives easier.
Always with the same philosophy: AI and automation should serve humans, never replace them.
🧩 What I do for you
• Support Structuring & Optimization
Audit, diagnosis, journey mapping, process review, segmentation, KPIs, satisfaction improvement.
• Automation & AI Applied to Customer Service
AI agents, chatbots, workflows, macros, automatic rules — to reduce workload and transform the experience.
• Implementation & Training on your Care/CS Tools
Crisp IM, Zendesk, Intercom, Front, Brevo, and many others...
Configuration, migration, documentation, training, change management support.
🤝 Why work together?
Because I place as much importance on support quality as on operational efficiency.
Because I work with pedagogy, transparency, and commitment.
And because I have supported companies from very different sectors — which allows me to move quickly and effectively.
I also have success stories (before/after) that I share upon request to help you visualize a migration, optimization, or complete redesign project.
👉 Want to discuss it?
Book your call:
French
Native or bilingual
English
Fluent
Can work on-site
Marseille (up to 50km), Paris (up to 10km), Rouen (up to 10km), Nantes (up to 10km)
Experience
- FreelanceCustomer Success & OperationsMarch 2023 - Today (3 years and 3 months)→ I help SAAS and e-commerce companies automate their customer relations processes.• Clear, structured support organization that reduces friction for both customers and teams• Automations (AI agents, chatbots, workflows...) that reduce repetitive tickets and absorb growth• Better configured tools (Crisp IM, Zendesk, Intercom, Front, Brevo...) that truly support operations• Data-driven management (CSAT, NPS, resolution rate, churn...) to track impact and make informed decisions• An approach where technology serves people
- PECUBEHead of Customer SuccessPRIVATE EQUITYMarch 2025 - June 2025 (3 months)Paris, FranceI supported PE Cube, a SaaS fintech for private equity players, in structuring its customer relations.Process audit, user support, implementation of new organizational procedures, and improvement of customer experience.Proactive proposals on onboarding journeys, proactive communication, and support tools, in direct collaboration with the product and tech teams.
- IPEM MarketFreelance Head of Customer Success ManagerPRIVATE EQUITYJune 2023 - September 2025 (2 years and 3 months)Paris, FranceAs a freelance Head of Customer Success Manager for IPEM Market, I supported the organization of six editions of the international event for private market investors and banks. My role covered strategy, customer relations, and operational excellence throughout the participant and exhibitor journey.*CRM Audit & Tools:Comprehensive analysis of existing processes, selection and deployment of the best customer relationship management tool (Zendesk, Front, etc.), automation and structuring of internal procedures.*Onboarding & Customer Experience:Creation of clear and smooth onboarding journeys for participants and exhibitors, design of dedicated support, and continuous improvement of the online platform and mobile app.*Customer Support & Satisfaction:Real-time customer relationship management, development of self-service tools, implementation and monitoring of NPS and on-site satisfaction surveys.*Event Management & Coordination:On-site participation: management of reception staff and service providers, supervision of badges and wristbands, coordination with security, management of cocktail parties and offsite events.*Continuous Improvement:Analysis of feedback and strategic recommendations to optimize satisfaction and efficiency for future editions.
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Education
- Master 2 Digital Strategy and Communication, Digital and Media/Multimedia CommunicationMBA ESG2017Master 2 Stratégie et Communication Digitale , Communication numérique et média / multimédia
- Master in Communication Management, Communication and Media StudiesCesacom Paris2017Master Responsable Communication, Étude de la communication et des médias