Lucie Besnouin

- Daily administrative management of the company.

- Coordination of service providers and general services.

- Organization of office life and monitoring of employee needs.

- Management of supplies, orders, and logistics.

- Participation in the organization of internal events.

- Tracking administrative tasks (invoicing, expense reports, HR documents)

Assistance and support for policyholders throughout the customer journey, in a high-growth SaaS environment.

Main responsibilities:

• Multichannel customer support via Intercom (chat) and Aircall (inbound calls): managing approximately 60 tickets per day, quick and efficient issue resolution.

• Maintaining a customer satisfaction rate (CSAT) of 95% and an average response time of less than 3 minutes on chat.

• Managing insurance contracts via Forest: updates, cancellations, coverage modifications, and support for renewals to prevent churn.

• Monitoring and managing customer reviews (Google & Trustpilot) to improve e-reputation and strengthen customer loyalty.

• Collaboration with the Tech team to automate the validation of supporting documents and integrate artificial intelligence into internal tools.

• Participation in the review and validation of subscription files to ensure document compliance and speed up the activation process.

• Contribution to the redesign of the FAQ by identifying recurring questions and optimizing the clarity of answers.

Key Skills / Hard Skills:

Customer Care, SaaS, CRM, Intercom, Aircall, Forest, Anti-churn, Loyalty, Customer Satisfaction, Contract Management, Process Automation, Insurance, File Validation, Ticket Management, Multichannel Communication, Reporting, Problem Solving, Continuous Improvement, Artificial Intelligence, Customer Relationship Management.

Collaboration with the tech team on creating new marketing content types for the brand. Setting up tracking/SEO with Google Analytics. Participation in updating products on the website (WordPress). Community Management: Development and management of publications (writing, videos, design). Organization of internal & external events (wine tasting, vineyard visits, co-working space events). Press Relations: writing and distributing a press release. Partnerships with brands: contact and follow-up of collaborations.