Romain Rothier is a seasoned Principal Platform Architect at Zendesk, where his contributions over the last decade have helped define the way companies approach customer service technology. With a career journey that spans continents, industries, and roles, Romain is a fascinating blend of technical expertise, empathy, and creative problem-solving. In this blog post, we dive deep into his professional milestones, leadership philosophies, and thoughts on the future of the customer service industry.
A Global Journey: From Paris to the Mojave Desert
Global experiences have shaped Romain’s career and life. Although he’s lived on three continents—North America, Europe, and Asia—Paris remains his home base. Reflecting on his love for the city, Romain shares, “I’m very lucky to cycle to work through picturesque neighborhoods, and our office, located in the historic Hotel de Ville, feels like a castle.”
His global journey has influenced not only his technical skills but also his ability to adapt to diverse work cultures and environments. “Living in different regions has taught me to adjust my approach, whether it’s the way I communicate or how I solve problems. Every culture brings its unique perspective on technology and innovation.”
Outside work, Romain’s adventurous spirit shines. He recalls a road trip through the Mojave Desert, where he and his companions faced car troubles in the scorching heat. “We panicked a little, but eventually, the engine cooled down, and we rolled into Las Vegas just as the sunset. It’s one of those moments that remind you of the importance of resilience and preparation.”
Leadership Style: Empathy Meets Expertise
In his nearly 10 years at Zendesk, Romain has transitioned through various roles, from Solution Consultant to Senior Architect. His leadership style blends technical expertise with a deep sense of empathy. “I often compare my role to that of a city planner. I design the ‘roads’—the integrations and data flow—that connect users, systems, and processes, always keeping their experience in mind.”
Romain emphasizes the importance of understanding the human side of technology. “Empathy is as critical as technical expertise. When working with customers, I focus on their challenges and how our solutions can genuinely improve their workflows.”
He also embraces the philosophy of “being a goldfish,” inspired by Ted Lasso. “A goldfish doesn’t dwell on the past—it forgets and moves on. This mindset has been key in both my professional and personal life.”
Energized by Complexity: Tackling Big Challenges
Romain thrives on solving complex problems for enterprise clients. He recounts working with a large gaming and gambling entity with intricate operations. “Their requirements pushed us to innovate. We developed custom solutions using our platform while advocating for roadmap adjustments with our product team. It was a balancing act, but ultimately, we delivered a system that met their needs.”
He highlights that customer service technology is more than just software; it’s about creating meaningful, seamless interactions. “The agents using our solutions are often overlooked, but they’re the ones who spend the most time with the product. Their satisfaction is just as important as the customers’.”
Industry Insights: Challenges and Trends
Romain notes the industry’s shift toward omnichannel customer service. “When I joined Zendesk in 2015, the focus was on creating beautifully simple software for email and phone support. Today, it’s about meeting customers where they are—on social messaging platforms like WhatsApp and Facebook Messenger.”
AI has been another game-changer. “AI empowers both customers and agents. It allows customers to self-serve more effectively and gives agents tools to provide faster, more personalized support. But integrating AI also creates challenges, especially for companies with legacy systems.”
The Future of Customer Service: AI and Beyond
Looking ahead, Romain sees AI continuing to shape the industry. “Generative AI can transform customer interactions, from automating simple queries to helping admins create and refine knowledge base articles. It’s about making tools smarter and more adaptive.”
However, he acknowledges the gap between digital-native companies and those undergoing digital transformation. “The opportunities AI offers depend heavily on a company’s technical foundation. For some, it’s a seamless transition; for others, it’s a journey.”
Personal Philosophy: Iteration and Impact
Romain’s philosophy is rooted in iteration and focus. “Instead of trying to solve everything at once, start small, analyze data, and build incrementally. This approach not only prevents burnout but also leads to more impactful results.”
As he looks to the future, Romain aspires to transition into a leadership role. “I’ve enjoyed mentoring and would like to have a broader impact on the business and my team. Leadership is about enabling others to succeed.”
Romain Rothier’s journey is a testament to the power of adaptability, empathy, and vision in the tech industry. As Zendesk continues to evolve, Romain’s insights and leadership will undoubtedly play a key role in shaping the future of customer service.
