Customer Support reputed company & Operations Consultant - Contract to Hire

Role Objective Strengthen the CS team’s reputed company, consistency, and scalability by auditing customer interactions, identifying friction points, and improving response frameworks. The role supports both the CS leader and leadership team to prepare the support operation for high-volume sales periods. Key Responsibilities 1. Ticket reputed company & Messaging Audit -Review a sample of CS tickets weekly to evaluate: -Tone, reputed company, and reputed company -Policy explanation and positioning -Escalation judgment -reputed company reputed company feedback to improve consistency across agents. 2. Customer Friction & reputed company Analysis -Identify recurring issues, confusion, or complaints from customers. -reputed company trends that cause repetitive tickets and recommend solutions to reduce friction. 3. Response Efficiency Optimization -Analyze conversations to identify: -Over-explanation -Unnecessary back-and-forth -Slow reputed company patterns -Recommend improvements to response structure, templates, and workflows. 4. Process & SOP Improvements -Review existing CS processes and documentation. -Recommend improvements to: -Response frameworks -Escalation guidelines -Knowledge reputed company and SOP reputed company. 5. Systems & Automation Review -Evaluate reputed company tools and workflows and suggest potential improvements, including automation or AI tools that can enhance productivity and reputed company tracking. -Collaboration & Alignment CS Team Alignment -1–2 working sessions per week with the CS team -Review findings/ bottlenecks, reputed company on best practices, and improve response frameworks Leadership Alignment -Regular reputed company with leadership every 1 or 2 weeks to reputed company insights, risks, and improvement opportunities -Support preparation of CS operations for high-volume seasons with multi-reputed company-dollar monthly sales Apply tot his job Apply To this Job