Florent Rastoile

Founded Eliostar to help SaaS startups and scale-ups build, scale and transform their Customer Care operations. Hands-on work across support operations, tooling, AI and automation, knowledge management, team coaching and service delivery. Selected engagements Hospitable: B2C SaaS | 22-person Support team • Redesigned Intercom workflows and overhauled the Knowledge Base to improve self-service and prepare content for Fin AI. • Implemented Fin AI, enabling 30% of L1 conversations to be resolved end-to-end by AI. • Contributed to increasing CSAT from 75% to 85% within two months. • Implemented automated tagging and topic detection to improve reporting and customer insight. • Reviewed 50+ conversations per agent and coached agents on quality, efficiency and complex cases. • Trained the team on Intercom AI capabilities, allowing agents to focus on higher-value L2/L3 cases. The project became an official Intercom customer case study: https://www.intercom.com/customers/hospitable InvestSuite: Fintech / B2B2C • Led the migration from Jira Service Management to Intercom for support operations serving banking clients. • Designed client-specific workflows covering contractual SLAs, request types and edge cases. • Integrated Intercom and Jira to streamline bug escalation and collaboration with Engineering. • Implemented automated tagging, reporting and the foundations for AI adoption and self-service. • Coached the team on customer communication, expectation management and ownership. • Helped redesign Service Delivery processes, creating clearer ownership and a single entry point for support requests.

Built and led the Customer Care function from the ground up for a global B2C fintech operating in the crypto and quantitative trading space. • Owned the Customer Care function across team management, operations, tooling, workflows, self-service, automation and performance. • Selected and implemented the Customer Care stack, including Intercom, and designed the internal processes and workflows required to scale support. • Recruited, onboarded and managed Customer Care agents, building a culture focused on speed, ownership and high-quality customer interactions. • Built a comprehensive Help Center and self-service strategy to increase customer autonomy and reduce unnecessary inbound conversations. • Maintained a CSAT above 90% for 3 consecutive years, with first-response times reduced to just a few minutes. • Established reporting and operational KPIs to monitor support performance and identify improvement opportunities. • Created structured customer feedback loops with Product, including user interviews and surveys, turning recurring support issues into product improvements. • Worked closely with Product, Risk and Compliance on customer-facing processes, including KYC-related operations. • Supported a global customer base of approximately 12,000 active users, alongside the broader community generated by a 26,000-participant ICO. OSOM.finance ceased operations in December 2022.

Took ownership of Customer Support for a B2C marketplace serving a community of 50,000+ users. Applied the scalable support principles developed at Tiller Systems, with a strong focus on speed, self-service and quality. • Redesigned support workflows to encourage efficient written support and reduce dependency on phone conversations. • Built and improved self-service resources to help users resolve common issues independently. • Introduced a “speed in service of quality” approach to Customer Care. • Reduced average first-response time from several hours to under 5 minutes. • Increased CSAT from approximately 80% to 92% within three months. • Reached an average of approximately 1.2 messages per conversation to resolution, improving both customer experience and operational efficiency. The role ended following the closure of Menu Next Door.

Joined Tiller during a major scale-up phase, as the company grew from 27 to 110 employees. Initially managed a portfolio of 200+ B2B customers across onboarding, product training, ongoing adoption and support. As customer volume increased, the Customer Success team progressively specialized and I took ownership of customer training and support operations. • Designed and delivered product training programs to help customers adopt the platform effectively. • Helped transition Support from Zendesk to Intercom, with a strong focus on faster resolution and customer self-service. • Built a comprehensive Help Center with 160+ articles covering the product and common customer issues. • Embedded Help Center content into support conversations to help customers resolve common questions independently. • Helped reduce incoming support volume by approximately 40%, allowing the team to focus more effectively on complex L2/L3 cases. • Introduced structured conversation tagging and reporting to identify recurring issues and support trends. • Became an internal product reference and trained new hires on the platform and customer-facing best practices. This experience shaped my approach to scalable Customer Care: combining education, self-service, fast support and continuous process improvement. Left Tiller to relocate to Brussels for personal reasons, a remote arrangement was not possible at the time.