Technical support, operations, and automation specialist. I close the gaps between systems, build the tools that don't exist yet, and make sure AI gets used responsibly.
I'm a senior support specialist at Frontify, a brand management platform based in Switzerland, currently moving toward support operations and AI agent management. I spend my days at the overlap of technical support, system design, and workflow automation.
In practice that means handling hundreds of tickets a week, working directly with AI tooling and building the things that didn't exist yet. You can see a live example of my work below.
Before moving into support I spent two years managing a multi-million dollar ARR portfolio of global strategic accounts, including Nestlé and Bang & Olufsen.
I'm independent and internally motivated. I work well with clients and stakeholders, and even better when left alone to build something.
Outside of work I knit, crochet, and occasionally sew — find it at @bernoucreations.
MA Media Studies, University of Amsterdam · BA History (Hons), Queen Mary University of London
First-line technical support across Frontify's full product surface. Handling hundreds of tickets a week via Intercom, with a 97.5% CSAT over 6 months, and a 10 min average time to close. Work daily with Intercom Fin AI, Claude, and ChatGPT. Also build internal tooling and automations on my own initiative using n8n.
Managed a USD 2.6M ARR portfolio of global enterprise accounts including Nestlé and Bang & Olufsen. Led a complex Sitecore/DAM integration project for Nestlé's global brand portal. Responsible for onboarding, executive relationships, expansion, and renewal.
Mid-market and enterprise CSM. Managed renewals, onboarding, and expansion across a mixed portfolio before transitioning to strategic accounts.
Early-stage SaaS CSM role at a link attribution and retargeting startup. Owned onboarding, support, and churn prevention for the full customer base.
Keeping AI use honest — and useful
Support and commercial colleagues were giving customers answers with little context, and using AI tools outside the company's approved program — copy-pasting raw AI output directly into customer messages, with no guardrails and no audit trail.
A Slack app anyone on the team can trigger from any message in the channel. It sends that message, plus up to 8 preceding messages in the thread for context, to an n8n automation flow. The flow passes everything to Super (our internal AI tool, connected to our documentation hub, Intercom history, help articles, and enablement resources) to rewrite the response properly. The rewritten answer comes back as a Slack DM, along with a confidence rating and the three top sources it used.
The real app pulls context from our internal knowledge base via n8n and Super — this version uses Claude API directly to demonstrate the same rewrite logic and output structure. Hover the product reply and click 'Rewrite for client' to try it.
Closing the loop between internal questions and client tickets
When product team members replied to supporter's threads internally in Slack, the customer's Intercom conversation stayed closed, meaning a lot of work for the supporter to keep track of which answer belonged to which conversation
A webhook-based integration between Slack and Intercom, running through n8n, that automatically reopens a customer's conversation in Intercom when an internal Slack reply is posted in the relevant thread. No more dropped handoffs between internal discussion and customer-facing support.
Support operations, AI agent management, and business systems roles — at companies where support is treated as a product problem, not a cost centre.
Based in Zürich. Open to remote, hybrid, or in-person across Europe and North America. Happy to relocate. Dutch national, visa sponsorship needed for North America.