Alix B.

About Alix B.

Customer Operations leader focused on building strong teams and scalable systems that improve the client experience. Combines hands-on leadership with a process-driven mindset to streamline operations, support growth, and create more proactive, high-impact support organizations.

Experience

1. Customer Support Manager

   Klaviyo

   Oct 2021 — Present · NJ, US

   Lead and develop a team of 15 Product Experts, driving performance against KPIs and reporting insights to senior leadershipDesigned and implemented scalable support processes, improving team efficiency and consistency in a high-growth environmentPartner with Product and Enablement teams to operationalize new launches, ensuring seamless rollout, training, and adoptionEstablished QA frameworks and weekly coaching rhythms, improving ticket quality and individual performance through structured feedbackBuilt and strengthened cross-functional alignment between Support and Customer Success, reducing friction in handoffs and improving client experienceLaunched and led initiatives to increase engagement and retention across a distributed global team, including international team-building programsFoster a high-trust, feedback-driven culture that encourages transparency, accountability, and continuous improvementAct as a key voice of the customer, synthesizing support insights and influencing product and process improvements

Education

• UC Berkeley Extension

  Entrepreneur Certificate, Entrepreneurship/Entrepreneurial Studies

  2013 — 2013

• Intitut Superieur de Communication ISCOM

  BTS Communication des entreprises, Advertising, Communication, Marketing

  2007 — 2009

• Edgar Poe

  Baccalaureat L, Litterature, Philosophy, Languages

  2006 — 2007

• SupCareer, INSEEC School

  Master, International Business Strategy

  2011 — 2012

• Ecole Superieure de Publicite ESP

  Bachelor of Advertising, Chef de Publicite, Advertising, Communication, Marketing

  2010 — 2011