Building an automated Customer Success workflow
Budget: $15 – $25 USD
Project: Building an automated Customer Success workflow
Duration: 2 months
Our company, GrabJobs, is a global SaaS recruitment platform tailored for small & medium sized businesses.
Our technology helps companies save time and cost by automating the time-consuming recruitment processes.
Our entire customer acquisition funnel is automated via digital marketing and we do not have a sales team.
Similarly we are looking to fully automate our Customer Success workflow from Onboarding to Customer Support.
Your task will be to improve our existing Customer Onboarding and Customer Support processes such that our customers can navigate and use our platform with the least amount of interaction with our Support team.
Our objective is for our SaaS product to be fully self-serve.
Your responsibilities:
Customer Success
• Review the current Customer onboarding flow and work with our product manager to implement improvements to our Product Discovery flows such as: guided tours, spotlights, tooltips, pop-ups, emails, etc.
• Suggest improvements to increase Customer Loyalty
Customer Support
• Review our existing Customer Support processes and resources platform (https://support.grabjobs.co/hc/en-us) and suggest a plan to restructure and improve them
• Hands-on execution of restructuring our Customer Support platform and processes
• Suggest other platforms to manage support resources and customer tickets in multiple languages
• Suggest ways to automate Customer Support responses as much as possible
Requirements:
- Experience setting up scalable end-to-end Customer Support and Customer Success processes for SaaS self-serve type of products, ideally in multiple languages
- Excellent English copywriting skills
- Can work independently
- Problem solver attitude that shows initiative
This project is for a 2 months engagement.
If interested please respond to the following questions:
1. Tell us more about your experience setting up end-to-end Customer Support and Customer Success processes.
2. Share with us examples of Customer Support platforms you’ve helped to put together / improve
3. How soon can you start work?
4. How may hours per week can you commit?
5. What is your expected hourly rate or project rate?
Duration: 2 months
Our company, GrabJobs, is a global SaaS recruitment platform tailored for small & medium sized businesses.
Our technology helps companies save time and cost by automating the time-consuming recruitment processes.
Our entire customer acquisition funnel is automated via digital marketing and we do not have a sales team.
Similarly we are looking to fully automate our Customer Success workflow from Onboarding to Customer Support.
Your task will be to improve our existing Customer Onboarding and Customer Support processes such that our customers can navigate and use our platform with the least amount of interaction with our Support team.
Our objective is for our SaaS product to be fully self-serve.
Your responsibilities:
Customer Success
• Review the current Customer onboarding flow and work with our product manager to implement improvements to our Product Discovery flows such as: guided tours, spotlights, tooltips, pop-ups, emails, etc.
• Suggest improvements to increase Customer Loyalty
Customer Support
• Review our existing Customer Support processes and resources platform (https://support.grabjobs.co/hc/en-us) and suggest a plan to restructure and improve them
• Hands-on execution of restructuring our Customer Support platform and processes
• Suggest other platforms to manage support resources and customer tickets in multiple languages
• Suggest ways to automate Customer Support responses as much as possible
Requirements:
- Experience setting up scalable end-to-end Customer Support and Customer Success processes for SaaS self-serve type of products, ideally in multiple languages
- Excellent English copywriting skills
- Can work independently
- Problem solver attitude that shows initiative
This project is for a 2 months engagement.
If interested please respond to the following questions:
1. Tell us more about your experience setting up end-to-end Customer Support and Customer Success processes.
2. Share with us examples of Customer Support platforms you’ve helped to put together / improve
3. How soon can you start work?
4. How may hours per week can you commit?
5. What is your expected hourly rate or project rate?
Related categories:
Customer Support
Management
Customer Service
Customer Retention
Customer Experience