A bridge position
My role at Bill places me between clients, OPS, support, developers and the sales team. A client request is never only technical: in a restaurant, it can directly affect orders, teams and the consumer experience.
My first task is therefore to understand the need, place it in context and pass on useful information to the people able to answer it. I then maintain continuity in the exchange so the client knows where their request stands, even when the answer depends on development or technical intervention.
From reaction to support
Support should not only solve problems. It should also create comfort for the client and become one of the foundations of a strong relationship with the company. Listening, responsiveness and transparency help clients feel supported rather than simply repaired.
I contributed to the first reflections around a more regular and structured CSM process: account assignment, questionnaires, satisfaction indicators, follow-up meetings and needs analysis. The aim is not to wait for a problem before reconnecting, but to build long-term support.
Helping clients become autonomous
Client relationship also depends on documentation. I started by finding and updating content spread across Notion. I then reorganized articles around concrete user actions and problems rather than only around Back Office tab names.
I complemented these articles with Guideflow tutorials, Loom videos, a FAQ, an emergency kit and a chatbot able to guide clients when support is closed. This autonomy does not replace human contact. It allows direct exchanges to be reserved for the moments where they bring the most value.
What guides my approach
I aim to create a relationship that is both precise and reassuring: understand before answering, make next steps visible and never lose sight of operational reality. For me, client feedback is essential. It improves the tools and shows clients that their experience can genuinely help Bill evolve.