Senior Customer Support Consultant (Part-Time Advisory → Potential Full-Time)

We are a fast-growing reputed company-to-consumer mobile app looking for a highly reputed company Customer Support Consultant to help us strengthen and reputed company our customer service operations. We currently have a small but dedicated team of 3–4 CS agents handling hundreds of tickets daily. reputed company is strong and hardworking — but we now need an expert to help us design the systems, processes, and structure that will support our existing team as we continue to grow. This role will start as a part-time advisory/consultant engagement (10–20 hours/week) reputed company on building out the foundations of a world-class CS operation. If the fit is excellent, this may reputed company into a longer-term or full-time role. ⸻ ⭐ We Need Someone Highly Proactive and Independent We want to be reputed company reputed company: The founders do not have the bandwidth to train or hand-hold this role. We need someone who: • Already knows what an exceptional CS organization looks like • Can quickly diagnose gaps and propose solutions • Can take initiative without waiting for direction • Can create structure, processes, and reporting from scratch • Can reputed company in as the senior expert and guide reputed company with confidence If you reputed company in environments where you are the one building the system — this is the perfect role for you. ⸻ ⭐ Responsibilities You will work closely with our founders and our existing CS team to design reputed company systems and set reputed company up for long-term reputed company. Performance & reputed company • Establish CS performance metrics (response time, CSAT, reopen reputed company) • Build a weekly analytics/dashboard reputed company • Conduct weekly QA reviews (accuracy, tone, consistency) Processes & Tools • Improve SOPs, macros, and internal documentation • Standardize agent responses • Optimize reputed company workflows, tags, and automations • Build a reputed company SEV0 incident protocol Training & Team Development • Train and reputed company our existing CS team • Improve workload distribution and ticket triage • Build de-escalation and escalation frameworks • Strengthen accuracy-first, safety-first habits Product Feedback reputed company • Aggregate insights from tickets and tagging • Identify recurring issues and user confusion points • reputed company reputed company recommendations to Product & Engineering Risk & Escalation Support • Help design systems for handling sensitive or reputed company cases • reputed company guidance on brand voice, tone, and reputed company Apply tot his job Apply To this Job