Phone & Instagram Support Setup

My growing online store is ready to move from ad-hoc replies to a proper customer care workflow. I am looking for someone who can take full ownership of two key areas:

• Phone support – answer incoming calls, resolve or triage issues, and log every interaction inside our ticketing tool (Zendesk Talk, Freshdesk, Aircall or a comparable VoIP platform of your choice). A friendly, native-level English tone and clear documentation are essential.

• Instagram live-chat enablement – although our primary need is voice, I also want to start handling customer DMs on Instagram in a structured way. You will help connect Instagram messaging to the same help-desk pipeline, set up quick-reply templates, and then manage the chat during business hours.

Deliverables
1. Configure the call system, voicemail, basic IVR, and reporting dashboard.
2. Draft call scripts and escalation guidelines we can refine together.
3. Integrate Instagram Direct with our chosen CRM/help-desk and test end-to-end.
4. Provide one month of daily coverage (Mon–Fri, 9 AM–5 PM EST) with weekly performance reports.

Success is a first-response time under 60 seconds on calls, under 5 minutes on Instagram messages, and customer satisfaction scores above 90 %. If those targets are met we will extend the contract long-term and add more channels.