Freelancer profile translated to English.
Back to original languageAbout Roger
Ex Alan · Innovorder · La Fourche · Free
Customer Care Specialist with over 10 years of experience in tech, SaaS, and e-commerce environments, I handle complex situations that others avoid — sensitive escalations, difficult disputes, demanding clients.
I have worked for companies like Alan, Innovorder, and La Fourche: businesses where support quality is non-negotiable and every interaction counts. I integrate quickly, adapt to each client's tone and processes, and deliver from day one.
🎯 What I do specifically:
→ Senior support for complex cases and escalations
→ Handling tickets in French and English
→ Auditing and optimizing your customer service
→ Writing processes, macros, and knowledge bases
→ Training and upskilling your teams
→ Integrating AI into your support workflows for increased efficiency
🛠️ CRM & Support Tools:
→ Zendesk · Intercom · Crisp · HubSpot
📊 Management & Collaboration:
→ Notion · Slack · Google Suite · Trello · Jira · Aircall · Ringover
🤖 AI & Automation:
→ Claude AI · ChatGPT · Copilot · Zapier · AI Chatbots
→ AI-assisted writing · Ticket analysis · Identifying pain points · Workflow automation
✅ Remote work only · Bilingual EN/FR · Immediately available · Responsive and autonomous from Day 1
French
Native or bilingual
English
Fluent
Spanish
Conversational
Remote only
Primarily works remotely
Experience
- InnovorderSenior Customer Care SpecialistSOFTWARE PUBLISHINGNovember 2023 - February 2026 (2 years and 3 months)Paris, FranceLeading SaaS foodtech company in France (omnichannel POS software, +2500 restaurateurs: Compass, Amorino, Big Fernand, Sodexo, Newrest, Dupont Restauration, Bagel Corner). Senior customer support for software, integration, and configuration issues. Handling complex escalations. Structuring processes and knowledge base. Collaboration with product and technical teams.Tools: Zendesk · Slack · Dust · Aircall · Notion · Jira · Teamviewer Deligo · Soti · HubSpot · Metabase · Glory · Stripe · Nepting · Pennylane
- AlanUser Care ExpertHEALTH AND WELLNESSAugust 2022 - Today (3 years and 10 months)Nice, FranceSenior customer support for Alan, leading insurtech in France (+500,000 members). Handling complex cases: disputes, sensitive reimbursements, medical escalations. Contribution to process improvement and knowledge base. Collaboration with product and medical teams.Tools: Intercom · Zendesk · Slack · Notion · Google Drive · Linear
- OPCustomer Care ExpertE-COMMERCEJune 2022 - Today (3 years and 11 months)Nice, FranceOnepilot is a tech-driven customer care outsourcing platform serving 250+ premium brands (Alan, Qonto, Sézane, Sorare). Senior agent handling customer support in both French and English across multiple clients and industries.Handling complex tickets, complaints, refunds and escalations. Delivering high-quality responses across email, chat and social media while maintaining SLA and CSAT targets. Contributing to process documentation and knowledge base improvements.Tools: Zendesk · Intercom · Slack · Notion · Google Drive · Onepilot Tech
Reviews
Carine
Carine Ounadjela
Reviewed on 8/23/2023
I had the pleasure of collaborating with Roger for an audit of my customer service, and I must say his work was exceptional from start to finish. His competence as a freelancer is undeniable, and his expertise in optimizing customer service is simply remarkable. From the very first exchange, I was impressed by his professionalism and his deep understanding of our needs. Roger knew how to ask the right questions to identify issues and opportunities for improvement.
The audit he conducted was extremely detailed and thorough. It highlighted aspects I hadn't previously considered and provided relevant and practical recommendations for optimizing my customer service. His in-depth analysis demonstrates his rigor and commitment.
In summary, I highly recommend Roger as a freelancer. His collaboration was an exceptional experience, and I am convinced that his future clients will have the same satisfaction as mine.
Thank you again, Roger, for your excellent work and valuable contribution!
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Education
- Web DeveloperBocal Academy2022
- IRATAHTC Techniques Verticales2021
Certifications
- Foundational Support Learning PathZendesk2022