About

We are a fast-growing direct-to-consumer mobile app looking for a highly experienced Customer Support Consultant to help us strengthen and scale our customer service operations. We currently have a small but dedicated team of 3–4 CS agents handling hundreds of tickets daily. Our team 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) focused on building out the foundations of a world-class CS operation. If the fit is excellent, this may evolve into a longer-term or full-time role. ⸻ ⭐ We Need Someone Highly Proactive and Independent We want to be very clear: 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 step in as the senior expert and guide our team with confidence If you thrive 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 scalable systems and set our team up for long-term success. Performance & Quality • Establish CS performance metrics (response time, CSAT, reopen rate) • Build a weekly analytics/dashboard framework • Conduct weekly QA reviews (accuracy, tone, consistency) Processes & Tools • Improve SOPs, macros, and internal documentation • Standardize agent responses • Optimize Zendesk workflows, tags, and automations • Build a clear SEV0 incident protocol Training & Team Development • Train and coach our existing CS team • Improve workload distribution and ticket triage • Build de-escalation and escalation frameworks • Strengthen accuracy-first, safety-first habits Product Feedback Loop • Aggregate insights from tickets and tagging • Identify recurring issues and user confusion points • Provide clear recommendations to Product & Engineering Risk & Escalation Support • Help design systems for handling sensitive or complex cases • Provide guidance on brand voice, tone, and empathy