Lucie Besnouin

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 (incoming calls): managing approximately 60 tickets per day, quick and efficient resolution of requests.

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

• Management of insurance contracts via Forest: updates, cancellations, policy changes, and renewal support 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 accelerate 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 the creation of new types of marketing content for the brand. Setup of 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, winery visits, co-working space events). Press Relations: writing and distribution of a press release. Partnerships with brands: contact and follow-up of collaborations.

Creation of visuals and participation in the design of documents, tools, or communication methods adopted by the group's various departments. Development of actions on relevant communication channels (print, PR, video...). Community management: content creation, management of social networks (Twitter, Instagram, Facebook) and the group's websites. Participation in the creation of tools to enhance the group's institutional image in France (internal and external). Creation of internal communication materials (brochures, sales kits, press kits, newsletters, etc.). Seeking partnerships to develop the brand image with different target audiences.