Ten years building customer operations at scale, from Google's enterprise accounts to a global CX function at Otrium to building an AI training platform. Now looking for my next exec challenge.
Want the details? Skip the bio. Ask my AI twin anything, right here on the right.
I'm an AI trained on Thibaut's career, work, and thinking. Ask me about his experience, leadership approach, or what he's looking for next.
Support inboxes get flooded and the urgent tickets get buried.
An AI agent reads every incoming ticket, classifies intent, urgency, and sentiment, then auto-routes it and drafts a suggested reply for the agent to approve.
Manual QA only ever reviews a tiny slice of conversations, so coaching is guesswork.
An AI agent scores closed conversations against a custom QA rubric, then flags the low-scoring ones for human review and coaching.
Customer feedback is scattered across tickets, reviews, and CSAT comments, so patterns get missed.
An AI agent clusters feedback from every channel, surfaces the recurring themes, and sends a weekly Voice-of-Customer digest straight to WhatsApp and Slack.
The stack I wire together
Oh, and I have my own EA. She's an AI agent, she's on WhatsApp, and she never sleeps. Want to see her in action? Drop her a text at +353 83 802 4735 and say hi.
Built an AI training platform from the ground up. Engineered the GTM strategy, owned all operations, and led enterprise deployments across 10+ global brands. Reached 50,000+ completed simulations and €10K MRR. Selected for Microsoft GenAI Studio 2026 and backed by 50Partners at Station F.
Consulted for high-growth scale-ups (Studocu, Fairphone, SeDomicilier) on support operations transformation. Delivered AI-readiness audits and self-service architectures targeting 30% routine traffic deflection. Redesigned CSAT reporting with statistically rigorous methodology, moving leadership beyond vanity metrics. Wound the practice down as Smart Role ramped up.
Built a global support department from 3 to 11 markets with 60+ agents, reducing response times by 86%. Achieved 85%+ CSAT overall and 90%+ on chat, maintaining a 4.5+ Trustpilot rating. Led the company's first BPO outsourcing strategy end-to-end and served as primary interface between Support and Product/Engineering to drive upstream root-cause resolution.
Managed strategic enterprise relationships for Search Ads 360 and Google Marketing Platform. Advised hospitality and travel leaders (ClubMed, Accor, TUI) on optimising search investment and platform adoption across EMEA markets.
Managed real-time operations for 26 product support specialists across Dublin and Wroclaw: skill allocation, live queue monitoring, and volume forecasting. Consistently exceeded targets with an Abandoned Rate below 2%, CSAT above 85%, and 80% of cases resolved within 24 hours. Also resolved 5,000+ complex technical requests for top French advertisers across Google Ads, Analytics, and Tag Manager.
Dispatches on AI, customer experience, and the future of operational leadership. Written for the operators who are actually shipping transformation, not just talking about it.
Whether you need a Head of CX, a COO, or an AI operations leader who has actually shipped transformation in production, I would love to connect.