Kristelle Z.

Customer Care & Operations Manager specialized in startup and SaaS environments, I support companies in optimizing their customer experience, their support processes, and their customer success operations.

With over 7 years of experience in customer relations, support, customer success, and operations, I intervene on both strategic and operational issues: structuring support, improving workflows, optimizing CRM tools, creating processes, managing KPIs (CSAT, SLA), onboarding, and customer experience.

I have worked in high-growth environments where reactivity, autonomy, and cross-functional collaboration are essential.

What I bring:

• Structuring and optimizing customer care/support operations

• Improving customer experience and user journeys

• Implementing processes and documentation (FAQ, macros, workflows, knowledge base)

• Optimizing support and CRM tools (Zendesk, Notion, etc.)

• Coordination between support, product, tech, and operations teams

• A human, analytical, and results-oriented approach

I pay particular attention to clarity, relational quality, and operational efficiency to build smooth and lasting customer experiences.

Available for missions in Customer Care, Customer Success, Support Operations, and Customer Experience.