Gorgias Audit & Customer Support KPI Setup

Gorgias Audit & Customer Support KPI Setup We're looking for an experienced customer service consultant with hands-on Gorgias expertise to audit our current setup and build out a KPI framework for our support team. What you'll do: Gorgias Audit - Review our Gorgias setup (macros, rules, tags, workflows, integrations) - Assess our current support processes and team performance - Identify gaps, inefficiencies, and quick wins - Deliver a clear audit report with prioritised recommendations KPI Setup - Define the right metrics for our business (e.g. CSAT, FRT, resolution time, ticket volume) - Set realistic benchmarks and targets - Build a simple dashboard or reporting structure we can use going forward - Document how to track and review KPIs on an ongoing basis You're a great fit if you: - Have deep Gorgias experience (power user or certified) - Have a background in e-commerce customer support - Have set up KPI frameworks for support teams before - Can deliver clear, practical documentation we can act on immediately Deliverables: 1. Written Gorgias audit report with recommendations 2. KPI framework document with targets, benchmarks, and tracking guidance Please include examples of past Gorgias work, support audits, or KPI projects in your application.