Description

15 years fixing and scaling customer operations across marketplaces, mobility platforms, and logistics companies. I work with leadership teams that need to reduce support costs, restructure ops teams, or deploy AI and automation to handle volume without adding headcount.

What I bring: a track record of cutting contact volume by 65% at a 10-market mobility platform, building support hubs from scratch, and shipping AI-powered deflection tools that actually work in production. I combine strategic thinking with hands-on execution, from data analysis and process redesign to engineering collaboration and rollout.

Typical missions: interim Head of Customer Ops, support org audits, automation roadmaps, AI tooling deployment, team restructuring.

Based in Berlin. Fluent in French, English, Portuguese. Comfortable working across European markets.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Portuguese
Conversational

Workplace preferences

Can work on-site

Berlin (up to 50km)

Hive Technologies,
VP of Merchant Care
December 2025 - Today (6 months)
Berlin, Germany
▸ Lead a ~40-person, 6-team customer support & technical operations org handling 6,000+ B2B customer tickets/month across 9 European hubs in 5 languages.
▸ Own the full CX KPI stack (CSAT 86%, NPS, FRT/RT SLAs, tickets-per-order) with monthly executive reporting.
▸ Designed and shipped a portfolio of AI-powered support automations (Claude/LLM agents, n8n, Browser-Use) targeting 40% of manual support effort automated by Q3 2026.
▸ Built a weekly engineering-support cadence with Product Engineering — shipped 5 platform fixes in 7 weeks, replacing an indefinitely-backlogged escalation process.
Free Now,
Director of Service Operations
August 2019 - November 2025 (6 years and 3 months)
Paris, France
▸ Cut contact volume from 200K → 70K/month and reduced team from 200 → 35 through automation and process redesign — owning a €4M P&L across 10 markets.
▸ Automated 50% of customer inquiries (fares, prices, complaints), reaching CSAT 85% / NPS 58 with a 100% in-house team on Zendesk + Aircall.
▸ Built and scaled two operational hubs (Lisbon & Athens) for customer support and driver compliance.
Evaneos,
Head of Customer Service
July 2017 - September 2019 (2 years and 2 months)
Paris, France
▸ Led a 30-FTE team (50/50 in-house / outsourced) across 6 countries, handling 40K contacts/month. ▸ Reached 90% CSAT and NPS 72 by overhauling response-time processes and strengthening local agency partnerships. ▸ Tech stack: Freshdesk, Intercom, Aircall.