Younes Lechkar

I’m a Customer Success and Operations professional with 15+ years of experience across SaaS e-commerce, PropTech, and hospitality environments. I bring a strong track record of improving service quality, operational efficiency, and customer satisfaction in high-volume, international settings.

In my current role, I manage blended chat and email workflows while ensuring consistent SLA compliance across international markets. I own complex customer cases end-to-end, lead structured follow-up, and act as the first-level escalation point for shipping disputes, payment issues, and order-related complications.

I’m particularly effective at coordinating across teams and vendors—working directly with logistics partners to resolve cross-border delivery disruptions across 20+ countries. I strengthen performance through queue prioritization, workload balancing during peak periods, and continuous improvements to internal macros, documentation clarity, and case categorization.

Earlier, I coordinated guest communication workflows across multiple booking platforms and improved operational response efficiency through structured task tracking and KPI monitoring. Before that, I led progressive operations roles in luxury hospitality and aviation, supervising 20+ staff, managing escalations and customer recovery, and delivering operational reliability in safety-critical environments.