Independent CX Engineer
Your support infrastructure has more potential than you're getting out of it.
I've managed Customer Support teams and built custom solutions on Zendesk, Intercom and Freshdesk for over 10 years. I know where the friction hides. I build the automations, integrations, and AI workflows that eliminate it.
Trusted by
CX in 2026
Powerful tools, poor fit.
CX platforms are feature factories, but they're rarely adapted to your specific workflows. Your team ends up adapting to the software instead of the other way around.
AI is everywhere, but barely useful.
Built-in AI features are disconnected from your actual data, or wildly overpriced. You end up paying for AI capabilities that nobody on your team actually uses.
DIY or overpay. No middle ground.
Many agencies deliver solutions limited to what the platform offers out of the box, at a price that doesn't always match the value delivered. Between trying to hack it together internally or burning your CX budget on generic consulting, the right option is hard to find.
Here's how I solve it.
Solutions
Each solution comes from patterns I've seen repeat across 20+ support teams. Same friction points, same bottlenecks. I've built and refined these systems in production, and they're running inside companies like yours right now.
Platforms & tools I work with
CX Platforms
Automation & AI
Custom Development
What clients say
“Fabien was instrumental in building a 360° Customer Service tool that played a key role in getting our startup off the ground. His commitment, availability, and proactive support were exceptional throughout the entire project. I can't recommend him highly enough. Truly outstanding work!
Javier de Llano Pimentel
Co-founder
“Fabien possesses a remarkable talent for transforming complex ideas into user-friendly, functional applications without the need for traditional coding. From our initial consultation to the final product delivery, professionalism and attention to detail were evident every step of the way.
Henri Timmerman
Founder
“Fabien has been leading our Customer Service in an impeccable way: the Team has been successfully managing hundreds of thousands of conversations, scoring consistently an impressive 4.7/5 on Trustpilot. His proactiveness in innovating Customer Service with technological solutions impressed me favorably.
Luca Liboa
General Manager
Use cases
A look at recent projects across different industries and platforms.
10 years in CX
Based in France, working remotely with teams across Europe, the US and Canada. I've spent 10 years in CX operations. First as an agent, then as a team lead, now as the engineer who builds the systems that scale support.
Here's the path.
First mission: deploy Odoo end-to-end across a startup. Sales, inventory, logistics, HR, accounting, all connected. Same method I use today, applied to CX departments.
Joined a fast-scaling e-commerce brand in Amsterdam as a support agent. That's where I realized how much engineering CX actually requires.
Promoted to CS Manager. 11 agents, 60,000+ conversations/year, Trustpilot from 3.8 to 4.6. Three years learning what breaks at scale, and exactly why.
Went independent. Started helping e-commerce and SaaS teams configure Zendesk, Freshdesk, and Intercom properly from day one.
Tools were configured, but the operational layer around them was fragile. Built custom apps to replace the spreadsheets that were breaking down.
Scaled to multi-system integrations: APIs, webhooks, Make.com. Turned isolated tools into connected operations for 20+ support teams.
Building done-for-you solutions that go where CX platforms stop: AI classifiers, auto-assignment engines, chat queue apps. Designed to run on their own from day one.
FAQ
Let's talk about your setup.
Describe your setup and what's not working. I'll get back to you within 24 hours.
I accept up to 3 new projects per month.