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Tanguy M.TM

Tanguy M.

Operations Specialist

€200/day
3 projects
Paris, FR
3-7 years

Average response time: A few days

Freelancer profile translated to English.
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About Tanguy

Hello, I'm Tanguy 👋

After several years in Colombia, Portugal, Australia, Sweden, and Spain, I've developed solid expertise in Customer Care, Product Operations, and operations optimization in high-growth startup environments.

My specialty: building efficient, scalable, and optimized Customer Care systems using AI — with a clear goal: to improve the customer experience while reducing operational costs.

For me, Customer Care is not just support.
It's a strategic lever capable of increasing retention, accelerating product adoption, and significantly reducing service costs when well-structured.

My approach:
⚡ Operational efficiency & cost reduction
🤖 AI & automation for performance
📉 Decrease in cost per ticket & resource optimization
🎯 Measurable impact on satisfaction, retention, and product adoption
📊 Intelligent use of data and user feedback
🤝 Smooth collaboration between Support, Product, Tech & Ops

I'm ready to strengthen your Customer Care strategy with a performance-oriented, automation-focused, and operationally efficient approach.

#CustomerCare #AI #Automation #SupportOps #ProductOps #CustomerSupport #Startup #AI #Optimization #CustomerService #CX #Intercom #Crisp #Jira #Linear #Notion
  • French

    Native or bilingual

  • English

    Fluent

  • Spanish

    Conversational

  • Portuguese

    Basic

Remote only
Primarily works remotely

Experience

  • Green-Got
    Customer Care Analyst & Ops
    BANKING AND INSURANCE
    September 2024 - Today (1 year and 9 months)
    🦊 Green-Got is a fintech committed to combining financial innovation and environmental responsibility. It offers its members a full range of digital banking services: current accounts, payment cards, savings, and investment products.

    • Customer relationship management using Jira, Intercom, and Linear tools. Responding to members across all channels, assisting them with account usage, analyzing and resolving transaction-related requests.
    ➡️ approx. 1000 tickets/month
    ➡️ CSAT: 98.6%
    • Optimizing internal processes, collecting and relaying member feedback to relevant teams, participating in testing, tracking bugs, and keeping documentation up-to-date.
    • Leading a member experience improvement project, defining indicators, testing actions, and implementing monitoring tools.
    Intercom Notion Linear Customer Relationship Management (CRM) Customer Service
  • Indy
    Customer Care
    SOFTWARE PUBLISHING
    February 2024 - May 2024 (4 months)
    📊 Indy is accounting software simplified for freelancers. During this tax closing period, I was part of the bank statement validation team (back office) and performed tasks such as:

    • Customer relationship management using Jira and Intercom tools.
    ➡️ 15 to 25 cases validated per day
    ➡️ CSAT 100%
    • Bank reconciliation
    • Bank statement validation
    • Ensuring follow-up and updating of requests and documents
    • Guaranteeing the customer experience and finding solutions to various issues encountered
    Atlassian JIRA Customer Relations Complex Problem Solving Mayday Intercom
  • Crêperie, Café, Événementiel
    Restauration
    RESTAURANTS AND FOOD SERVICE
    July 2022 - December 2023 (1 year and 5 months)
    Sydney, Australia
    👨‍🍳 Various businesses (French restaurant, event catering, and café)

    • Cost management
    • Food inventory
    • Stress management
    • Stand management (up to 8 people)
    • Customer service
    Team Management Budget Management Time Management Stress Management Stress Management Customer Relationship Management English Problem Solving Customer Service

Reviews

5.0

Out of 2 ratings

C

Cloé

Bill Up

Reviewed on 10/13/2025

Great, Tanguy helped us with user testing on our APP Bill up! I recommend him.
A

Andréa

Indy

Reviewed on 5/29/2024

Tanguy adapts very quickly to new situations. Onboarding is quite short for freelancers, so there's a lot of information to absorb and practice comes later. It went very well for him. He also pivots very well between different tasks and customer requests. Motivated by statistics, he likes to know his personal performance and likes to ensure it remains excellent. The collaboration between Tanguy and other team members is great; he shares his knowledge and helps newer customer care agents with topics he is more comfortable with. His attitude is always positive, thus creating a welcoming and supportive environment for our clients. He has a meticulous approach, ensuring accuracy and precision in the assistance provided to clients. It was a pleasure working with him on this mission!

Recommendations

Anna ErcolaniAE
Marie-Paule Z.MZ
Anna Ercolani and 1 other person have recommended Tanguy

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Education

  • Master in International Studies
    ISCTE - University Institute of Lisbon
    2022
    Géopolitique, Résolution de Conflits Internationaux & Anthropologie
  • Bachelor's Degree in International Business
    Universidad EAFIT
    2019
    Logistique internationale, Diplomatie commerciale & Histoire de l'Amérique Latine

Certifications

Skill set

Categories

  • Other