Freelancer profile translated to English.
Back to original languageAbout Kristelle
I support SaaS and e-commerce startups with their customer service. Whether for a quick helping hand or to permanently structure your operations.
With 7 years of experience in Customer Care, Customer Success, and Operations, I intervene on two levels:
As occasional support: daily support management, ticket processing, peak activity, temporary replacement. I quickly integrate with your tools (Zendesk, Gorgias) and your existing processes.
As a structuring mission: implementation or optimization of Zendesk and Gorgias, creation of knowledge bases, process documentation (Notion), and integration of AI tools to automate support operations and improve long-term customer experience.
My goal: to ensure your support is effective from day one, and autonomous once the mission is completed.
Available for one-off or recurring missions, part-time or team support.
French
Native or bilingual
English
Native or bilingual
Can work on-site
Paris (up to 50km), Boissy-Saint-Léger (up to 40km)
Experience
- GeoRideFreelance Customer CareE-COMMERCEJune 2026 - Today (2 months)Toulouse, FranceGeoRide sells a connected device for motorcycles. As part of this freelance mission, I handle all customer interactions:• Email customer support via Gorgias• Management of technical requests and bugs related to the connected product• After-sales service processing (returns, replacements, follow-up)• Pre-sales support (product advice, help with choices)Environment: tech product · passionate and demanding clientele · full autonomy
- BelveoCustomer Care Manager FR/UK/ESE-COMMERCENovember 2025 - May 2026 (6 months)Paris 09 Opéra, FranceI oversee the entire customer service department (B2C pre-sales, support, complaints, logistics, post-purchase experience), while structuring processes and guiding teams towards relational excellence.• • Monitoring key KPIs (CSAT, SLA) and implementing continuous improvement initiatives• • Cross-functional collaboration with various departments to streamline the customer experience• • Development of projects around customer knowledge, automation, and the Belveo care culture
- MaDomiciliation.frCustomer Success Manager & OperationsCONSULTING AND AUDITSMarch 2023 - May 2025 (2 years and 2 months)Paris 08 Élysée, France• - Complete management of support (chat, phone, tickets) and B2B customer follow-up• - Optimization of live chat using AI, creation of the knowledge base on Notion, and automation of CRM workflows• - Training and coaching of new support team members, cross-functional coordination with logistics, legal, and technical teams
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Education
- Professional License in Management & Business CreationLicence Pro. Management & Création d'Entreprise
- Management and entrepreneurship, Entrepreneurship / entrepreneurial studiesUniversity of Evry-Val d'Essonne2017Gestion et management, Entrepreneuriat / études entrepreneuriales