Freelancer profile translated to English.
Back to original languageAbout Kilian
After 7 years in finance, I co-founded Jericoo, a zero-waste supermarket with home delivery. The project was a strong entrepreneurial success (French Tech, Endeavor, raised €1M, resale).
Since 2021, I have been a freelance operations specialist in Customer Success and Customer Service in start-ups like Heetch, Too Good To Go, En Voiture Simone, or Indy.
🎯 My role:
- Handling customer tickets and calls (CS + Account Management)
- Quick resolution with pedagogy and efficiency
- Tool management (Zendesk, Intercom, Crisp, Notion, Slack)
They trusted me:
- En Voiture Simone : customer support and ticket handling
- AgroLeague : customer support and ticket handling
- Indy : Management of payroll team tickets (URSSAF, retirement, DSN)
- Too Good To Go : customer support and ticket handling
- Heetch : customer support and ticket handling
French
Native or bilingual
Spanish
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- EN VOITURE SIMONEAccount Manager / Customer successTRANSPORTATIONMarch 2025 - Today (1 year and 3 months)Paris, France
- Managed a portfolio of 1100 active partner teachers, ensuring their engagement and satisfaction within the EVS ecosystem.
- Made 150 weekly calls to support teachers with filling out their schedules, their behavior on the platform, and technical questions.
- Optimized schedule fill rates and monitored KPIs: exam success rates, availability rates, teacher and student satisfaction.
- Proactive management of sensitive situations (delays, payments, inappropriate behavior with a student), with a high resolution rate within deadlines.
- Participated in structuring team processes.
- Onboarded new partner teachers, ensuring a smooth and efficient user experience.
- Daily use of Zendesk, Notion, Slack, Google Workspace, with implementation of simple automations to reduce handling time.
- Contributed to the continuous improvement of call scripts, FAQs, and macros, in conjunction with the Knowledge and Quality team.
- EN VOITURE SIMONECustomer successTRANSPORTATIONAugust 2023 - Today (2 years and 10 months)Paris, France
- Reviewed and optimized Zendesk processes (reduced Handling Time & contact rate)
- Created AI prompts & automations
- Redesigned the organization of the Exam department & managed freelancers
- Supported the structuring of knowledge bases
- IndyCustomer successSOFTWARE PUBLISHINGDecember 2024 - Today (1 year and 6 months)Paris, France
- B2B customer support for SAS/SASU director payroll
- Managed payroll, retirement, health insurance, URSSAF matters
- Intercom
- Social declarations, Payroll control
- User support
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Education
- Master II in Risk Control, Financial Security and ComplianceUniversité Paris 1 Panthéon-Sorbonne2013Audit / Banque / Finance
- Expert Diploma in Control and Compliance professions, Internal Controller, Internal ControllerCPFB / ITB2013Diplôme d'Expert des métiers du contrôle et de la conformité, Contrôleur interne, Contrôleur interne
Skill set
Categories
- Other