We are sharing a specialised part-time consulting opportunity for experienced customer success and support operations professionals with strong expertise in customer experience, service delivery, account health, escalation management, and support performance. This role focuses on reviewing professional documents, spreadsheets, and presentation materials related to customer success and support operations. Selected experts will assess outputs for operational accuracy, customer relevance, analytical rigour, service quality, presentation effectiveness, and overall professional credibility.
Key Responsibilities
Customer Success Review
Evaluate customer success plans, account strategies, and customer-facing workflows
Assess whether proposed actions appropriately address customer needs, adoption, retention, and long-term value
Identify weak assumptions, missing customer context, and impractical recommendations
Review account-health and customer-engagement approaches
Apply professional judgement grounded in real-world customer success experience
Customer Support Operations Review
support workflows, service processes, and operational recommendations
Assess ticket-handling, escalation, prioritisation, and resolution approaches
Evaluate whether support processes are efficient, scalable, and customer-focused
Identify operational bottlenecks, unclear ownership, and service-quality gaps
Review recommendations for improving support performance
Customer Experience & Retention
Evaluate initiatives intended to improve customer satisfaction, loyalty, and retention
Review customer journey and service-experience considerations
Assess whether recommendations address meaningful customer pain points
Identify gaps between customer feedback and proposed operational actions
Evaluate approaches to reducing churn and strengthening customer relationships
Escalation & Issue Management
Review scenarios involving complex customer issues and escalations
Assess prioritisation, communication, ownership, and resolution planning
Evaluate whether escalation paths are appropriate for the severity and context of the issue
Identify incomplete or ineffective resolution strategies
Review communication with customers and internal stakeholders during critical cases
Customer Metrics & Operational Analysis
Evaluate spreadsheets and analyses involving customer-success and support performance
Review metrics such as retention, churn, customer satisfaction, response times, resolution rates, and account health where relevant
Assess whether calculations and interpretations appropriately support stated conclusions
Identify inconsistencies between underlying data and recommended actions
Evaluate whether selected metrics are useful for operational decision-making
Processes & Service Improvement
Review recommendations involving support efficiency, customer onboarding, adoption, and service delivery
Assess whether proposed process changes address underlying operational issues
Evaluate workflow design, ownership, handoffs, and service standards
Identify weak assumptions or missing dependencies
Review trade-offs between customer experience, efficiency, scalability, and cost
Documents & Presentation
Review
Evaluate customer success reports, operational documents, spreadsheets, and slide decks for accuracy and completeness
Review executive and stakeholder presentations for clarity and decision usefulness
Identify factual, analytical, aesthetic, and formatting issues
Assess whether charts, tables, and visuals accurately represent underlying information
Ensure conclusions and recommendations are clearly supported by customer and operational evidence
Structured Evaluation & Feedback
Assess assigned outputs against domain-specific quality criteria
Identify customer, operational, analytical, and presentation weaknesses
Distinguish substantive service-delivery issues from minor editorial concerns
Provide clear, structured written feedback explaining identified strengths and weaknesses
Apply evaluation standards consistently across different customer success and support work products
Ideal Profile
5+ years of relevant professional experience in customer success, customer support, client success, customer experience, support operations, or a closely related field
Experience as a Customer Success Manager, Customer Support Manager, Client Success Manager, Customer Experience Manager, Support Operations Manager , or similar professional
Strong practical understanding of customer lifecycle management, retention, support delivery, and escalation processes
Experience developing or reviewing customer-success strategies, support workflows, service metrics, or operational reports
Ability to evaluate customer-facing recommendations for practicality, scalability, and business impact
Highly proficient with Microsoft Office and Google Workspace
Advanced proficiency with PowerPoint / Google Slides
Strong spreadsheet and analytical skills
Native or professional fluency in English
Excellent written communication and ability to provide precise, structured feedback
Strong attention to customer, operational, analytical, and presentation detail
Master's degree or higher from a recognised institution is advantageous
Engagement Details
Part-time independent contractor engagement
Fully remote
Flexible scheduling based on project requirements
Compensation: $70–$110/hour
Work includes evaluation of customer success plans, support workflows, operational analyses, spreadsheets, and presentation materials
Projects may be extended, shortened, or concluded based on project needs and performance
Work must be completed without using confidential or proprietary information belonging to any employer, client, institution, or other third party
H1-B and STEM OPT support is unavailable for this engagement
About the Platform
This opportunity is available through 24-MAG LLC. We connect experienced professionals with remote consulting opportunities across technical, evaluation, and project-based workstreams.
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