INTL
Freelancer
전문가
외주
원격 가능
Streamline Customer Service Operations
예산
$2~$3 USD
예상 기간
3개월
난이도
전문가
기술 스택
Commslayer
Helpdesk Management
Workflow Automation
Process Optimization
KPI Dashboarding
Data Visualization
Documentation
DTC Operations
Customer Support
Customer Service
Customer Retention
Data Analysis
Customer Experience
Conflict Resolution
AI 분석 요약
이 프로젝트는 DTC 건강보조식품 브랜드의 고객 서비스 운영을 혁신할 수 있는 실무형 CS 관리자/운영자를 찾습니다. 전반적인 CS 운영 관리, 헬프데스크(Commslayer) 최적화, KPI 대시보드 구축, 그리고 CS 프로세스 개선 및 문서화를 통해 90일 이내에 창업자가 일상적인 CS 의사결정에서 벗어날 수 있도록 하는 것이 목표입니다.
프로젝트 원문 설명
We're a DTC supplement brand with 3 CS agents. We need a hands-on CS Manager who's in the work — not just designing processes from above.
You'll own the full ticket queue, process refunds directly, manage our delivery exception tracker (agents report issues, you resolve or escalate to suppliers and founder as needed), and keep our refund policy current. You'll also maintain our reference message library, audit agent quality, and coach the team on our most common ticket types — subscription disputes, unrecognized charges, delivery exceptions.
On the systems side: clean up our ticket workflow, optimize our existing helpdesk (Commslayer), and build a simple KPI view covering backlog, response time, and CSAT that the founder can check at a glance. Everything gets documented into a playbook agents can follow without asking you.
At 90 days the founder is fully out of day-to-day CS decisions.
You're the right fit if you've run CS ops at a DTC brand before, you're comfortable being both manager and operator, and you treat inconsistency as a symptom to fix rather than just a complaint to handle.
To apply: Tell us about a broken CS workflow you inherited and what you changed. What did the numbers look like before and after?
You'll own the full ticket queue, process refunds directly, manage our delivery exception tracker (agents report issues, you resolve or escalate to suppliers and founder as needed), and keep our refund policy current. You'll also maintain our reference message library, audit agent quality, and coach the team on our most common ticket types — subscription disputes, unrecognized charges, delivery exceptions.
On the systems side: clean up our ticket workflow, optimize our existing helpdesk (Commslayer), and build a simple KPI view covering backlog, response time, and CSAT that the founder can check at a glance. Everything gets documented into a playbook agents can follow without asking you.
At 90 days the founder is fully out of day-to-day CS decisions.
You're the right fit if you've run CS ops at a DTC brand before, you're comfortable being both manager and operator, and you treat inconsistency as a symptom to fix rather than just a complaint to handle.
To apply: Tell us about a broken CS workflow you inherited and what you changed. What did the numbers look like before and after?
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