Freelancer profile translated to English.

Description

Customer Care & Performance Manager | Team structuring, KPI piloting, mentoring & continuous improvement

I work with startups and scale-ups to optimize their customer support and Customer Success. I build and support teams (CSM, support, managers) to be solid, autonomous, and high-performing, by structuring processes, monitoring KPIs (CSAT, response times, volumes), and implementing effective team rituals.

I develop employees' skills through coaching and mentoring, and I propose continuous improvement plans to streamline the customer experience and strengthen retention.

I can undertake missions such as: restructuring Customer Care teams, defining and monitoring performance indicators, onboarding and training new hires, optimizing processes and team rituals.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

Combo
Team Lead - Customer Care (Freelance)
February 2026 - Today (4 months)
Management & Organization
Management and support of 5 Customer Care agents
Schedule management
Implementation of team rituals: performance reviews, meetings, ticket analysis

Performance Management
First Response Time < 10 min
CSAT > 90%
Volumes

Continuous Improvement
Team skill development (coaching, feedback, best practices)
Customer Care process optimization
Complex case management
Team Management Performance Management Coaching and Mentoring
papernest
Head of Customer Support
ENERGY AND UTILITIES
July 2024 - August 2025 (1 year and 1 month)
Barcelona, Spain
Structuring & managing a department of 30 experts and supporting 4 team leads daily.
Recruitment & talent development
Onboarding of 2 managers and 15 experts, organization of onboarding and training paths.
Coaching and supporting the skill development of middle managers.
Piloting and optimizing strategic KPIs: QoS > 90%, FTA > 95%, Turnover < 5%
Launching and managing a BPO to improve responsiveness and customer satisfaction in the French market.
Cross-functional projects and continuous optimization of processes and tools in collaboration with product, tech, and data teams.
BPO Coaching and Mentoring Team Management Structuring Process Optimization
Brigad
Head of CSM Team (FR & UK)
RESTAURANTS AND FOOD SERVICE
January 2018 - November 2022 (4 years and 10 months)
Paris, France
Managing a team of 14 CSMs and 2 team leads in the FR & UK markets.

Recruitment of 13 CSMs in 6 months
Piloting customer experience indicators: retention, churn, NPS.
Optimization of shifts & scheduling based on activity peaks and staffing levels
Projects with product, tech, and marketing teams to optimize customer experience.
Expansion Project Lead: managing the opening of 3 new French markets
Performance Management Process Optimization Team Management Onboarding Customer Retention