Jessica Saad

Customer Support Specialist with experience handling 30–50+ daily tickets across email, chat, and phone in fast-paced environments. Maintains 100% SLA and 99% CSAT while resolving complex issues and improving support workflows. Experienced with Zendesk, Intercom, and Salesforce.

Partner Success Manager - Iziwork - Paris, France

(2025-01 - 2026-02)

• Handled 30–50+ daily partner support tickets across email and chat, maintaining 100% SLA and 99% CSAT
• Resolved complex Level 2 escalations, ensuring fast and accurate issue resolution
• Collaborated with cross-functional teams to improve response time and service quality
• Led implementation of a customer support chatbot, reducing Level 1 ticket volume

Onboarding Support Team Lead - Not So Dark (Clone) - Paris, France

(2023-10 - 2024-01)

• Supervised a team of 7 onboarding specialists across multiple markets
• Managed escalations and ensured consistent service quality
• Coordinated onboarding operations with delivery platforms

Onboarding Support Specialist - Not So Dark (Clone) - Paris, France

(2023-05 - 2023-10)

• Handled 20–50 onboarding requests daily, including POS integrations with delivery platforms
• Troubleshot activation issues with Account Managers to ensure smooth launches
• Trained and supported new hires, contributing to onboarding and knowledge sharing

Community Manager - Jellysmack - Paris, France

(2021-03 - 2021-12)

• Moderated large creator communities on Instagram, Facebook, Snapchat and YouTube
• Tracked analytics to improve visibility using SEO best practices
• Collaborated with content managers and editors on trend-driven ideas

Events and Communication Manager - Orange Business Services - Atlanta, GA

(2018-06 - 2019-12)

• Coordinated executive and partner events of over 300 attendees across the United States
• Built event websites and mobile apps using Cvent and CrowdCompass
• Managed internal communications by updating the company intranet and writing weekly best-practice content

Digital and Marketing Intern - Bolton Solitaire - Courbevoie, France

(2017-07 - 2018-03)

• Contributed to a corporate website redesign with a digital agency
• Supported Sales team by producing marketing materials for trade shows
• Helped launch social media presence and contributed to packaging design

Bachelor of Business Administration - International Marketing - The American Business School of Paris (2015 - 2017)

Associate Degree - Sales & Management - Ecole Nationale de Commerce Bessières (2012 - 2014)