Project Based Customer Experience Manager
Budget: $25 – $50 AUD
We are looking for an experienced Customer Experience Manager to work autonomously and help us build out an automated customer support response experience.
This will be a project-based agreement, paid hourly, with the option of ongoing work.
Project 1
Clear backlog of Customer Support requests in our customer communications platform https://www.gorgias.com/.
This will be an autonomous role, using past communication data, project brief, and basic SOPs to communicate with customers and clear the backlog. You will be provided with video SOPs for processing customer support and will have Zoom calls with myself to help process customer service responses that might need higher authority or actions are unknown.
Project Timeline:
Immediate (today/tomorrow)
Complete in 1-2 days
Possibly 5 hours of work (factoring response searching)
Currently 80 tickets (some are spam emails)
Platforms:
Shopify
Gorgias.com
Based on the above success, the following projects will be available.
Project 2 - SOP/Wiki/Automations
Use past communications, a partly developed wiki, partly developed SOPs, and project brief to create a fully developed Customer Experience SOP & Matrix and integrate this into our Customer Service platform Gorgias and optimize its features (automated replies, email filtering, folder/flag allocations, platform integrations).
Or, if you suggest a better platform for customer support management and AI integration, migrate us across to the preferred/recommended customer platform automation.
Project 3 - AI
Migrate project 2 data into a website-based AI support chat.
Project 4 - Support Team
Train and oversee Customer Experience team members.
Project 5 - B2B
Create SOP for B2B communications and onboarding.
This will be a project-based agreement, paid hourly, with the option of ongoing work.
Project 1
Clear backlog of Customer Support requests in our customer communications platform https://www.gorgias.com/.
This will be an autonomous role, using past communication data, project brief, and basic SOPs to communicate with customers and clear the backlog. You will be provided with video SOPs for processing customer support and will have Zoom calls with myself to help process customer service responses that might need higher authority or actions are unknown.
Project Timeline:
Immediate (today/tomorrow)
Complete in 1-2 days
Possibly 5 hours of work (factoring response searching)
Currently 80 tickets (some are spam emails)
Platforms:
Shopify
Gorgias.com
Based on the above success, the following projects will be available.
Project 2 - SOP/Wiki/Automations
Use past communications, a partly developed wiki, partly developed SOPs, and project brief to create a fully developed Customer Experience SOP & Matrix and integrate this into our Customer Service platform Gorgias and optimize its features (automated replies, email filtering, folder/flag allocations, platform integrations).
Or, if you suggest a better platform for customer support management and AI integration, migrate us across to the preferred/recommended customer platform automation.
Project 3 - AI
Migrate project 2 data into a website-based AI support chat.
Project 4 - Support Team
Train and oversee Customer Experience team members.
Project 5 - B2B
Create SOP for B2B communications and onboarding.