French crypto tax SaaS helping individuals generate compliant cryptocurrency tax reports.

• Managed multilingual customer requests related to on-chain transactions, API synchronization, and crypto tax reporting while consistently meeting SLA, KPI, and 95%+ CSAT targets.
• Analyzed recurring customer issues, transaction anomalies, and support trends, providing structured feedback and actionable insights to the Product and Management teams through JIRA and Linear.
• Updated the Help Center and FAQs based on support data and user feedback, reducing repetitive tickets and improving the self-service experience.

Engagements:

• Mar 2025 – Jun 2025
• Apr 2026 – Jul 2026

Global cryptocurrency exchange specializing in spot, margin, and derivatives trading.

• Delivered premium support to French KOLs and retail users, resolving complex issues related to Spot, Margin, and Futures trading while consistently meeting SLA and KPI targets.
• Contributed to process improvements by optimizing SOPs and identifying opportunities to increase operational efficiency.
• Designed and delivered multi-week technical training for two international support agents, accelerating onboarding and ensuring operational readiness.

Conducted sidecar tours for French and English-speaking clients in a dynamic start-up environment, ensuring an exceptional customer experience from first contact through to the tour itself. Managed B2C sales and incoming requests, developed new service offerings, negotiated partnerships, and planned advertising campaigns — driving overall business growth in a small, hands-on team where every function from sales to operations was shared.

Managed the Telegram community for KEYRPTO, fostering an active and engaged group of customers, investors, and leads. Responded to inbound inquiries with timely, accurate information to build trust and satisfaction — an early, hands-on introduction to community management and support within a crypto-native environment, ahead of the roles that would later define my career.

Transaction Risk Management Services (TRMS), protecting customers against payment fraud.

• Investigated approximately 300 credit card fraud cases per week, identifying fraudulent activity and proactively protecting customers while consistently meeting SLA and KPI targets.
• Coordinated with internal teams and external stakeholders to resolve complex financial crime investigations.
• Analyzed fraud patterns and case data to support accurate decision-making and continuous improvement of investigation processes.

Sourced products and suppliers for Groupon EMEA, leading international negotiations and purchasing, competitive benchmarking, and product sheet writing. Managed the “Goods” category on groupon.fr, overseeing roughly €200k of monthly revenue and €50k of monthly profit — an early exposure to vendor relations and deal negotiation that still informs how I approach partnerships today.