Commslayer & Customer Service Optimzation Consultant

# Commslayer & Customer Service Optimization Consultant ## About the Role We are looking for an experienced **Customer Service / CX Consultant with hands-on Commslayer experience** to audit, optimize, and improve our existing customer support operation. This is not a strategy-only consulting role. We need someone who can identify problems, recommend solutions, and then **personally implement those solutions inside Commslayer**. We operate high-volume direct-to-consumer ecommerce brands, so experience with **Shopify, subscriptions, customer retention, support automation, and DTC customer service operations** is strongly preferred. ## What You'll Be Responsible For ### Commslayer Audit & Optimization * Audit our complete existing Commslayer setup * Review inboxes, ticket routing, tags, views, macros, automations, AI workflows, and agent permissions * Identify unnecessary manual work and opportunities for automation * Review how tickets are assigned, prioritized, escalated, and resolved * Clean up inefficient or duplicated workflows * Improve organization and visibility for the customer service team * Ensure important or high-risk tickets cannot fall through the cracks ### CSAT & Customer Feedback * Implement and optimize **CSAT surveys and automations** * Determine the best timing and segmentation for CSAT requests * Build workflows for positive and negative customer feedback * Create processes to escalate poor customer experiences internally * Help us track CSAT by agent and across the overall customer service department * Develop reporting that allows management to identify trends and coaching opportunities ### Customer Service Automations Build and improve automations around areas such as: * Order status questions * Shipping delays * Refund requests * Returns * Subscription questions * Cancellation requests * Address changes * Product questions * Escalations * Pending customer responses * VIP/high-value customers * Negative sentiment * Repeat contacts * Complaint management * Review generation * Customer retention opportunities ### AI & Self-Service * Review our existing AI support configuration * Identify which ticket categories can safely be handled or assisted by AI * Improve AI instructions and workflows * Reduce repetitive tickets handled manually * Improve our macros and canned responses * Identify opportunities for customer self-service * Maintain the right balance between automation and human support ### Customer Service Operations We also want this person to evaluate the broader CS operation, including: * Response times * Resolution times * Ticket backlog * Escalation procedures * Agent productivity * CSAT * Refund rates * Cancellation handling * Customer retention opportunities * Quality of responses * Agent accountability You should be comfortable identifying weaknesses in our current process and implementing new SOPs where necessary. ## Deliverables At the end of the engagement, we expect: 1. Complete audit of our Commslayer and customer service setup 2. Written list of problems and opportunities 3. Prioritized implementation roadmap 4. Rebuilt or improved Commslayer workflows 5. CSAT system fully implemented 6. Improved automations and routing 7. Optimized macros and customer responses 8. Improved escalation procedures 9. Customer service KPI/reporting framework 10. Recommendations for AI and self-service opportunities 11. Updated customer service SOPs where necessary 12. Training/documentation for our internal team Most importantly, **we expect the consultant to execute the recommended changes rather than simply provide an audit.** ## Ideal Candidate You should have: * Strong experience with **Commslayer** * Experience managing or consulting for DTC ecommerce customer service teams * Strong understanding of Shopify customer support * Experience building customer service automations * Experience implementing CSAT programs * Understanding of subscriptions and customer retention * Experience with AI-assisted customer service * Strong analytical skills * Ability to work independently and take ownership of implementation * Experience handling high ticket volumes is a major plus Experience with supplement, subscription, continuity, or other high-volume DTC brands is strongly preferred. ## What We're Looking For We want someone who can look at our current customer service operation and say: **"Here's what's broken, here's what should change, and I'll implement it."** We are not looking for someone who only provides a presentation or recommendations. The goal is to create a customer service operation that is **faster, more automated, easier to manage, measurable, and delivers a significantly better customer experience.** ## To Apply Please include: * Your experience with Commslayer * Examples of customer service systems you have optimized * Examples of automations or CSAT systems you've implemented * The size/type of DTC brands you've worked with * Your experience with Shopify and subscription businesses * A brief explanation of how you would approach auditing an existing customer service operation * Your availability * Your hourly rate or proposed project rate **Please do not apply if your experience is primarily theoretical or strategic. We need someone comfortable going directly into the system and executing.**