Description

Spécialiste du Customer Success et du support client SaaS avec plus de 6 ans d'expérience sur des plateformes critiques en EMEA. Mon expertise : transformer chaque interaction client en opportunité de fidélisation.

Mon parcours en chiffres :

- 4 ans comme expert Stripe (paiements, litiges, KYC/AML, onboarding marchands)

- Power user Salesforce et Zendesk au quotidien

- 3 langues de travail : Français natif, Anglais C1, Espagnol B2/C1

- Plus de 10 000 tickets résolus B2B/B2C

Ce que je propose :

- Support client SaaS premium en français — gestion de tickets complexes, escalades, litiges

- Customer Success B2B — onboarding, suivi de compte, réduction du churn

- Audit de votre support FR — analyse des processus et recommandations

- Mise en place de macros Zendesk et playbooks de relation client

Ce qui me différencie :

Trilingue natif qui couvre 3 marchés (FR, EN, ES) en un seul agent. Expérience rare sur Stripe et ses dashboards API. Sens du commerce hérité de 7 ans comme gérant de mon propre restaurant à Paris — je sais ce que veut vraiment un client.

Disponible en full remote, réactif sous 24h, autonome dès le premier jour. Je travaille avec des startups SaaS, e-commerce, et marques premium qui veulent une relation client à la hauteur de leur produit.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Fluent

Workplace preferences

Remote only

Primarily works remotely

Concentrix (Arcteryx.com support),
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June 2024 - Today (2 years)
Barcelona, Spain
• ● Deliver high-tier support for global clients, ensuring seamless service delivery in bilingual environments.
• ● Utilize Salesforce to manage customer lifecycles, maintaining high data integrity and CSAT scores.
• ● Identify and resolve complex service bottlenecks to improve overall customer retention and satisfaction.
• ● Customer success agent on Mails,phone,chat, verifying stocks, deliveries, B2B and B2C.
• ● Digital assessments and product service and guest services support.
Salesforce customer success Zendesk SAAS customer service
Teleperformance,
Bilingual Customer Success & Technical Representative
May 2020 - June 2024 (4 years and 1 month)
Barcelona, Spain
• ● Acted as a subject matter expert for the Stripe financial ecosystem, supporting integrated payment products for the EMEA market.
• ● Managed end-to-end resolution of technical and financial issues for B2B and B2C clients via Salesforce and Zendesk.
• ● Analyzed user account configurations to provide strategic recommendations and optimize software implementation.
• ● Coordinated with Tier 2 technical teams via Slack to resolve critical hardware/software bugs.
Cygnific B.V.,
Technical Support Representative
October 2017 - April 2021 (3 years and 6 months)
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• ● Provided specialized technical troubleshooting for Hitachi storage solutions across international markets.
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• ● Managed the escalation pipeline for complex technical inquiries, ensuring timely resolution.