Open to opportunities

Imad Bouayad

@imadbouayad

Message

I resolve multilingual customer issues across remote support, payments, and technical workflows.

Morocco

Message

What I'm looking for

I'm looking for a fully remote customer support role where I can support global customers across EMEA, AMER, or APAC shifts, including nights and weekends, using multilingual communication, technical troubleshooting, and billing support skills.

I've supported French- and English-speaking customers at Rituals Cosmetics and Studocu, resolving high-volume inquiries across phone, email, direct messaging, and Zendesk. At Rituals, I sustained a 90% Quality Assurance score while managing live channels, complex complaints, and retention-risk cases remotely.

I've processed refunds, billing disputes, and subscription changes through Adyen and PayPal, reproduced product bugs for engineering teams, and improved self-service documentation through interaction analysis. I also bring hands-on operations experience from managing accommodation at Dakhla Club & Spa and founding Swing Ride, where I owned customer support, user verification, and app troubleshooting.

Experience

Work history, roles, and key accomplishments

Customer Relations Ambassador

Rituals Cosmetics

Oct 2024 - May 2026 (1 year 7 months)

Delivered high-volume omnichannel support across phone, email, and direct messaging for a premium global wellness brand, serving French- and English-speaking markets. Sustained a 90% Quality Assurance score and managed multiple live channels without breaching response-time targets.

Zendesk Omni Channel Support Quality Assurance De escalation Customer Retention French English

Customer Support Agent

Studocu

Aug 2023 - Sep 2024 (1 year 1 month)

Resolved global B2C inquiries and technical issues through Zendesk for an ed-tech platform. Processed refunds, billing disputes, and subscription changes via Adyen and PayPal, and reproduced and documented platform bugs for product and engineering teams.

Zendesk Adyen PayPal Refund Processing Bug Reporting Technical Support Data Analysis

Accommodation Manager

Dakhla Club & Spa

Aug 2022 - Aug 2023 (1 year)

Increased overall occupancy by 15% by optimising room inventory and rate strategy. Owned all guest inquiries, modifications, and cancellations through the property management system, and resolved escalated billing and reimbursement disputes.

Property Management Systems Inventory Management Rate Strategy Guest Relations Billing Disputes Negotiation

Founder

Swing Ride

Jan 2020 - May 2022 (2 years 4 months)

Founded and scaled a micro-mobility startup, personally owning every user-facing touchpoint as the primary support contact. Ran user verification, account registration, and real-time app troubleshooting via phone, email, and in-app chat.

Customer Support Verification Troubleshooting

Education

Degrees, certifications, and relevant coursework

Al Akhawayn University

Bachelor of Business Administration, Finance & Marketing

2018 - 2022

Grade: 3.1 / 4.0

Pursued a Bachelor of Business Administration with a focus on Finance and Marketing. Completed selective coursework in Communication Studies at an English-language, American-accredited institution.