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Guillaume Poirier

VP Customer Care @ Lydia

Guillaume Poirier is the VP of Customer Care at Lydia, a French fintech company that provides mobile banking and payment services.1 He leads the Support and Know Your Customer (KYC) teams at Lydia, focusing on improving customer satisfaction and response times.1 Under his leadership, Lydia's Support team reduced their average response time from 13 hours to 5 hours, with 70% of their 6 million users receiving a reply in less than 1 hour.1

Poirier has been instrumental in implementing efficient communication processes and leveraging Front's features to streamline message management and collaboration across teams.1 He emphasizes the importance of building customer confidence through quick and comprehensive issue resolution, which has contributed to Lydia achieving a 93% customer satisfaction rating.1

Prior to his role at Lydia, Poirier's LinkedIn profile suggests he has experience in business development.2 However, it's important to note that there are multiple LinkedIn profiles with similar names, so the specific details of his previous roles and education are not definitively confirmed based on the provided search results.

Highlights

Sep 26 · theorg.com
Leadership Team - Lydia - The Org
Leadership Team - Lydia - The Org
Dec 8 · leadiq.com
Lydia Company Overview, Contact Details & Competitors - LeadIQ
Dec 15 · youtube.com
"How to organise excellent mobile customer support ... - YouTube
"How to organise excellent mobile customer support ... - YouTube

Related Questions

What are Guillaume Poirier's main responsibilities at Lydia?
How has Guillaume Poirier contributed to Lydia's customer support improvements?
What tools does Lydia use for customer support, and how do they benefit the team?
How has Lydia's growth impacted its customer support processes?
What challenges did Lydia face before implementing Front?
Guillaume Poirier
Guillaume Poirier, photo 1
Guillaume Poirier, photo 2
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Location

Paris, Île-de-France, France