Melissa P.

I support digital companies in structuring and optimizing their customer support and customer relations. With 7+ years of experience in CSM, technical support, and e-commerce project management, I combine business expertise, operational rigor, and a service-oriented approach to improve customer satisfaction and support team performance.

My clients appreciate my ability to quickly master tools (Zendesk, Intercom...), automate repetitive tasks, and propose processes. I have been working as a freelancer for 2.5 years with SMEs and scale-ups looking for reliable and proactive support.

I can assist you with the following tasks:

- Customer Support: managing emails, incoming/outgoing tickets, live chat, calls.

- Project Management: implementing a ticketing tool, creating processes and documentation, setting up KPIs to track and reporting.

- Writing: creating FAQs.

The rate is adapted according to the type of mission.