About Paul
I help early-stage and growing startups set up a clean, scalable customer support operation from day one.
I’ve built and managed customer support teams from scratch in fast-growing startups, scaling from the first tickets to multi-country teams of 20+ agents, with dedicated workflows for incidents, fines, claims, and complex customer cases.
Today, I work as a consultant focusing on early intervention: choosing the right support tools, structuring workflows, and implementing CRM systems that won’t break when volume increases.
My approach is hands-on and pragmatic. I don’t deliver abstract recommendations — I configure tools, create processes, and leave teams with a system they can actually use and scale.
I’ve worked in French, Spanish, and international environments, and I’m fully fluent in English, French, and Spanish.
If you’re launching or scaling a product and want your customer support to be an asset — not a bottleneck — I can help.
Spanish
Native or bilingual
French
Native or bilingual
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- InsurteCustomer Support SpecialistBANKING AND INSURANCEJanuary 2025 - Today (1 year and 5 months)Caen, FranceWorking within an international travel insurance brokerage, I operate as a senior customer support specialist in a high-volume, high-responsibility environment, supporting customers worldwide.Beyond day-to-day support, my role focuses on quality, process reliability, and operational efficiency in a regulated insurance context where accuracy and customer trust are critical.I work extensively with CRM and ticketing tools, applying best practices around ticket categorization, prioritization, macros, and customer communication standards to ensure consistent service quality.I regularly act as a reference point for complex cases, helping improve internal workflows and knowledge sharing, and contributing to the onboarding and support of newer team members.This role strengthened my expertise in:• Handling complex, sensitive customer cases (claims, policy issues, incidents)• Operating within structured, compliance-driven processes• Maintaining high-quality customer experience at scale• Supporting international customers in English, French, and SpanishCombined with my previous experience building and managing customer support teams, this position allows me to bridge hands-on execution and operational strategy, which I now bring to early-stage startups as a consultant.
- YEGOCustomer Support Manager – Mobility / Tech StartupJuly 2022 - September 2023 (1 year and 2 months)Seville, Spain• Built the french customer support department from scratch during international expansion• Recruited, trained, and managed a team of up to 20 agents• Designed specialized workflows for accidents, fines, and complex incidents• Implemented CRM tools and operational processes across multiple countries• Worked in French, Spanish, and English environments
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Education
- Licence d'HistoireUniversidad de Huelva2019Licence d'Histoire
- Licence d'Histoire option Sciences PolitiquesUniversité de Caen NormandieLicence d'Histoire option Sciences Politiques