Customer Support Consultant to Train Offshore CS Team
Customer Support Consultant to Train Offshore CS Team (E-commerce Subscription Business)
We are an established children’s learning subscription box company serving thousands of customers each month. We are looking for an experienced **Customer Support / Customer Experience consultant** to help train and refine our small customer service team.
We currently have **two strong customer support representatives based in the Philippines** who have already completed initial onboarding and training. They are doing a good job, but we are looking for someone experienced in customer support operations who can **take ownership of the remainder of their training and help refine our support processes.**
The goal of this role is **not to run day-to-day support**, but to coach, audit, and guide the team so they become fully trained and confident in their roles while improving the systems behind our support operations.
What this role will involve:
• Jumping into our **Freshdesk** ticketing system to review customer conversations
• Auditing support replies and providing feedback to the team
• Coaching our CS representatives on tone, clarity, and problem resolution
• Helping fine-tune saved replies, macros, and workflows
• Helping establish a simple **quality assurance process for reviewing tickets**
• Identifying opportunities to improve efficiency and consistency in support
• Working with our management team to clarify expectations and support standards
You will **not be expected to know everything about our company immediately.** Our leadership team will work closely with you to provide context, product knowledge, and guidance so you have a clear understanding of how we want our customer experience to operate.
Our goal is to finish this engagement with:
• Two fully trained CS representatives
• Stronger ticket quality and consistency
• Clear customer support standards and expectations
• Improved support processes inside our helpdesk system
Tech stack:
• Shopify
• Recharge (subscription platform)
• **Freshdesk (primary support platform)**
• Slack
• *Strong experience with Freshdesk or a very similar helpdesk platform (Zendesk, Gorgias, Intercom, etc.) is highly preferred**, since a core part of this role will involve reviewing ticket workflows, auditing replies, and helping optimize how we manage support inside the platform.
We are looking for someone who:
• Has experience managing or training customer support teams
• Is excellent at written communication and coaching
• Has experience auditing support conversations and improving quality
• Has strong experience with **Freshdesk or a similar ticketing platform**
• Ideally has experience with e-commerce or subscription businesses
• Has experience working with remote or offshore teams
Engagement details:
• Initial project length: **6–8 weeks**
• Approximately **10–12 hours per week**
• Flexible schedule
• Weekly check-ins with leadership
Our goal is to use this first phase to fully train our current CS representatives and improve our support processes.
• *If the engagement goes well, there may be an opportunity to extend the project beyond the initial 6–8 weeks** to continue refining processes, reviewing ticket quality, or helping us scale our customer support operations.
To apply, please include:
1. A brief description of your experience training or improving customer support teams
2. Examples of support processes or QA systems you’ve implemented
3. Your hourly rate
Bonus question:
What are the first **three things you evaluate** when reviewing the performance of a customer support team’s ticket responses?
Please start your application with the word **“Freshdesk”** so we know you read the full description.
Apply tot his job
Apply To this Job
We are an established children’s learning subscription box company serving thousands of customers each month. We are looking for an experienced **Customer Support / Customer Experience consultant** to help train and refine our small customer service team.
We currently have **two strong customer support representatives based in the Philippines** who have already completed initial onboarding and training. They are doing a good job, but we are looking for someone experienced in customer support operations who can **take ownership of the remainder of their training and help refine our support processes.**
The goal of this role is **not to run day-to-day support**, but to coach, audit, and guide the team so they become fully trained and confident in their roles while improving the systems behind our support operations.
What this role will involve:
• Jumping into our **Freshdesk** ticketing system to review customer conversations
• Auditing support replies and providing feedback to the team
• Coaching our CS representatives on tone, clarity, and problem resolution
• Helping fine-tune saved replies, macros, and workflows
• Helping establish a simple **quality assurance process for reviewing tickets**
• Identifying opportunities to improve efficiency and consistency in support
• Working with our management team to clarify expectations and support standards
You will **not be expected to know everything about our company immediately.** Our leadership team will work closely with you to provide context, product knowledge, and guidance so you have a clear understanding of how we want our customer experience to operate.
Our goal is to finish this engagement with:
• Two fully trained CS representatives
• Stronger ticket quality and consistency
• Clear customer support standards and expectations
• Improved support processes inside our helpdesk system
Tech stack:
• Shopify
• Recharge (subscription platform)
• **Freshdesk (primary support platform)**
• Slack
• *Strong experience with Freshdesk or a very similar helpdesk platform (Zendesk, Gorgias, Intercom, etc.) is highly preferred**, since a core part of this role will involve reviewing ticket workflows, auditing replies, and helping optimize how we manage support inside the platform.
We are looking for someone who:
• Has experience managing or training customer support teams
• Is excellent at written communication and coaching
• Has experience auditing support conversations and improving quality
• Has strong experience with **Freshdesk or a similar ticketing platform**
• Ideally has experience with e-commerce or subscription businesses
• Has experience working with remote or offshore teams
Engagement details:
• Initial project length: **6–8 weeks**
• Approximately **10–12 hours per week**
• Flexible schedule
• Weekly check-ins with leadership
Our goal is to use this first phase to fully train our current CS representatives and improve our support processes.
• *If the engagement goes well, there may be an opportunity to extend the project beyond the initial 6–8 weeks** to continue refining processes, reviewing ticket quality, or helping us scale our customer support operations.
To apply, please include:
1. A brief description of your experience training or improving customer support teams
2. Examples of support processes or QA systems you’ve implemented
3. Your hourly rate
Bonus question:
What are the first **three things you evaluate** when reviewing the performance of a customer support team’s ticket responses?
Please start your application with the word **“Freshdesk”** so we know you read the full description.
Apply tot his job
Apply To this Job