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Fiverr Pro
English
$
USD
I will audit and optimize your customer support operations
Operations Consultant, SOPs, CX Audits, and Project Systems Expert
I design and build the systems that help growing companies operate clearly and consistently. Over 10+ years, I helped scale a venture-backed AI retail tech startup from six employees through a $350M a...
About this Gig
Customer support problems rarely come from a single bad interaction. They usually stem from unclear workflows, weak ownership, inconsistent escalation, and performance data that hasn't been translated into action.
I will audit your customer support operation and turn ticket data, KPIs, documentation, and team input into clear findings and prioritized recommendations.
Depending on your package, the audit may examine:
- Ticket volume and contact drivers
- Response time, resolution time, SLAs, and backlog
- CSAT, reopen rates, and escalation patterns
- Workflows, handoffs, and quality controls
- Team roles, responsibilities, and capacity
- Tools, automation opportunities, and reporting
You'll receive an evidence-based assessment that identifies what is working, where operational gaps exist, and which improvements should be addressed first.
I bring more than 10 years of operations and program management experience, including helping scale a venture-backed AI startup through acquisition. My recommendations are practical, prioritized, and designed for implementation.
Please message me before ordering if you have a large-ticket export, multiple support channels, or several teams in scope.
Industry:
Retail & wholesale
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Services
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Technology
FAQ
What areas can the customer support audit evaluate?
Depending on your package, I can review workflows, ownership, staffing, KPIs, service levels, escalation paths, quality controls, tools, automation opportunities, and management reporting.
Is this Gig for managing customer support tickets?
No. This is a consulting and operational audit service. I evaluate how your support function operates and provide recommendations; I do not act as a customer support agent or answer tickets through this Gig.
Do you need access to my customer support platform?
Ideally, especially if automations, routing rules, or integrations may be causing issues. However, exports, screenshots, reports, process documents, or recorded walkthroughs may be sufficient. I’ll confirm what access is needed after reviewing your materials.
What data should I provide?
Provide any available reports covering ticket volume, contact reasons, backlog, response and resolution times, service level agreement (SLA) performance, escalations, reopen rates, and customer satisfaction score (CSAT). You do not need every metric.
What if we do not have reliable support data?
I can still assess workflows, roles, escalation procedures, documentation, tools, and reporting practices. I will identify missing data and recommend what your team should begin tracking.
Does this Gig include advanced statistical analysis?
No. The audit focuses on practical operational analysis of available support metrics. It does not include forecasting, sentiment modeling, custom coding, SQL analysis, or API integrations.
Will you implement the recommendations?
Implementation is not automatically included. You can add an implementation workshop, or I can prepare a custom offer for documentation, dashboards, workflow redesign, or ongoing advisory support.
Which package should I choose?
Choose Basic for one focused support issue, Standard for a broader operational audit, and Premium for a comprehensive assessment with a scorecard, 90-day roadmap, and implementation guidance.
Can you audit multiple teams or support channels?
Yes, but multiple teams, regions, brands, or complex channel structures may require a custom offer. Please message me before ordering so I can confirm the appropriate scope.
How do you handle confidential customer information?
I treat shared materials as confidential and use them only to complete the order. Please remove customer names, contact details, payment information, and other personal data from exports whenever those details are not required.
