Vincent Demarest
Head of Group Support @Yabie
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WORK HISTORY
Head of Group Support @Yabie
Recruited and created a Support Team from scratch •People management of 12 FTE\'s•Creating and updating support processes•Creating and updating of the support knowledge base •Set up clear KPIs for Customer Support•Set up clear routines for 1st & 2nd Line Support + Customer Success •Contributed to a positive impact on CSAT and NPS•Managed cross-functional stakeholder relations, effectively handling escalations and advocating for process enhancements with Sales, Boarding & Installation, Product, and Tech departments•Oversaw the integration and refinement of support tools and systems, including Salesforce and Telephony, and played a key role in the implementation of Al to streamline support operations
EDUCATION
Lessius Hogeschool Mechelen
Bachelor, Tourism
Arteveldehogeschool
Bachelor's degree, Bachelor of Communication Management
SKILLS
ABOUT VINCENT DEMAREST
With 15+ years of leadership in the tech and fintech space, I specialize in building high-performing support organizations that balance operational efficiency with a world-class customer experience. Most recently, as Head of Group Support at Yabie, I led the strategic evolution of the support ecosystem, focusing on scalability and process automation.Currently in transition and available for new opportunities (on gardening leave). I am looking to bring my experience in scaling operations and leadership to a forward-thinking organization where I can drive immediate impact.Core Expertise-Scaling Operations: Designing support structures that grow alongside the business without compromising quality-Strategic Leadership: Coaching and mentoring multi-disciplinary teams to foster a culture of ownership-Process Optimization: Leveraging data-driven insights to streamline workflows and reduce \'cost-to-serve\'-Change Management: Successfully navigating organizational transitions and innovative support strategies.I am passionate about the intersection of technology and human-centric service. Whether it\'s a Fintech scale-up or an established SaaS leader, I thrive in environments that value excellence and operational growth.
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