Smart Role is an AI platform transforming how support teams master complex workflows. Our engine has delivered 50,000+ simulations, driving operational excellence for global brands including Bumble, Concentrix, and Etraveli Group.
Over the past decade, my career has evolved from the frontlines of customer support at Google to architecting global support organizations for high-growth scale-ups. I’ve spent my career at the intersection of human empathy and technical efficiency, scaling Otrium’s CX department across 11 markets and eventually founding ThibautCX to advise leadership teams on the transition to AI-augmented support operations models. Today, as a founder and COO, I build the tools I once wished my teams had, ensuring that automation enhances, rather than replaces, the customer experience.
Co-Founder & COO - Smart Role
Duration: 2024 - Present
Founder - ThibautCX
Duration: 2023 - 2024
Head of Customer Experience - Otrium
Duration: 2020 - 2023
Enterprise Account Manager - Google
Duration: 2018 - 2020
Account Strategist - Google
Duration: 2015 - 2018
I leverage a best-in-class tech stack to bridge the gap between human empathy and automated efficiency. From architecting complex CRM workflows in Zendesk and Dixa to implementing advanced AI quality frameworks with Klaus, I am proud to utilize forward-thinking tools that influence and shape the future of global customer experience.
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