About
An operator with a genuinely global footprint
Twenty years building support and customer-experience organizations across three , and the operational credibility to back every recommendation.
The story
I'm Jean-Séraphin Ky, a support and customer-experience executive with over twenty years building high-performing, follow-the-sun organizations inside some of the most demanding technology environments in the world.
From scaling Snowflake's global support across EMEA and APAC, to running NetApp's field operations from Amsterdam to Dalian, to leading operational turnarounds at Lightspeed, my career sits at the meeting point of people, process and customer outcomes.
Today I bring that experience to leadership teams as an independent , building the operational foundations that protect revenue, retain customers and scale without breaking.
Core expertise
A career built on operational depth
Operations
- Global support strategy
- Follow-the-sun & WFM
- SLA governance
- Incident management
- Tooling (SF / ServiceNow)
Customer experience
- CSAT & NPS programs
- Voice of Customer
- Escalation excellence
- QA & coaching frameworks
- GTM alignment
Analytics & improvement
- Executive dashboards
- Statistical analysis
- Six Sigma
- Continuous improvement
- Cost-to-serve reduction
Leadership
- Org design & pipeline
- Talent lifecycle
- Change management
- M&A readiness
- Cross-cultural teams
Languages & reach
Global by design, not by claim
Having built and led teams across Western and Southern Europe, the Benelux, APAC and China, I bring a genuinely multicultural lens to every engagement.
🇫🇷
French
Native
🇬🇧
English
Professional
🇳🇱
Dutch
Professional
🇨🇳
Mandarin
Basic
Want the operator in the room?
Let's talk about where your operation is , and where it needs to be.