Team Lead of CS March 2020 - January 2026

Leadership & Scaling

- Scaled L1 Customer Support team from 3 to 17 agents, ensuring stable performance during rapid growth

- Established strong L1–L2 collaboration, enabling efficient escalation handling and faster resolution of complex cases

- Took full ownership of CS operations, earning long-term trust through consistent quality and reliability

Operations & Performance

- Designed and implemented SLAs, KPIs, OKRs, and QA frameworks, creating a measurable, performance-driven support function

- Built advanced Zendesk Explore dashboards tracking CSAT, SLA compliance, backlog health, productivity, and dispute outcomes to support data-driven decisions

- Led continuous improvement initiatives (automation, templates, workflows), reducing manual work and increasing operational efficiency

People & Culture

- Led the entire employee lifecycle: recruitment, onboarding, training, coaching, performance management, and offboarding

- Built structured training and upskilling programs, ensuring fast ramp-up and consistent quality across the team

- Fostered a psychologically safe, learning-oriented culture with strong ownership and accountability

Knowledge & Process

- Created and maintained Knowledge Base, internal documentation, FAQs, and workflows, improving agent autonomy and response consistency

- Standardized processes to ensure scalability and knowledge retentionStakeholder & Client Management

- Acted as the main escalation point for sensitive and high-impact cases- Worked cross-functionally with Product, Tech, Logistics, Compliance, and - Account Management to resolve systemic issues

- Served as the primary operational point of contact for the client, building trust and long-term partnerships

- Drove business expansion: client entrusted the team with full CS ownership and onboarded an additional client based on proven performance.

CS representative French & English languages

October 2019 - March 2020

- Handled customer inquiries end-to-end via phone, chat & email, ensuring timely and accurate resolution

- Resolved order, delivery, return, and payment-related issues.

- Managed refunds, disputes, and chargebacks across multiple payment providers (PayPal, Klarna, Stripe, Mollie)

- Delivered empathetic, clear, and solution-oriented communication, maintaining high customer satisfaction even in complex cases

- Followed internal procedures while documenting edge cases to support process improvement and knowledge sharing