Customer Experience Specialist Job Description Template

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Customer Experience Manager Job Description Template

The role of a customer experience manager (CXM) is pivotal in ensuring that businesses build strong relationships with their customers by enhancing every aspect of the customer journey. This position combines strategic planning, customer satisfaction, and practical execution to optimize customer needs and interactions across all touchpoints. Below is a comprehensive template for crafting an effective customer experience manager job description.

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Job Overview

The customer experience manager will lead initiatives to improve the overall customer experience by analyzing customer feedback, identifying pain points, and implementing strategies to enhance customer loyalty. They will collaborate with cross-functional teams to ensure a customer-centric approach that aligns with organizational goals. The ideal candidate will have exceptional communication skills, analytical skills, and the ability to manage customer interactions efficiently.

Additionally, they play a critical role in aligning customer experience strategies with business objectives, ensuring a seamless integration of customer-centric initiatives into the company's overall mission and vision. This role requires adaptability and leadership to meet evolving customer needs and expectations.

Key Responsibilities

Develop strategies. Create and execute a comprehensive customer experience strategy to improve customer satisfaction and loyalty.
Enhance touchpoints. Evaluate and optimize customer touchpoints to provide a seamless customer journey.
Analyze metrics. Monitor key performance indicators (KPIs) like net promoter score (NPS), customer effort score (CES), and customer satisfaction score (CSAT) to assess customer success.
Customer advocacy. Act as a customer advocate, ensuring their feedback influences product development and business administration.
Manage feedback. Collect and analyze customer insights and complaints to identify pain points and propose actionable solutions.
Lead cross-functional teams. Work closely with stakeholders in marketing, sales, and customer support to ensure a unified approach to customer interactions.
Retention strategies. Design and implement programs to improve customer retention and reduce churn rate.
Drive initiatives. Lead initiatives that promote a positive experience and foster customer loyalty.
Oversee onboarding. Improve the onboarding experience for new customers to ensure a smooth transition and build long-term relationships.
Data analysis. Use data-driven decisions to optimize processes and enhance the overall customer experience.

Qualifications and Skills

Education. A bachelor’s degree in business administration, marketing, or a related field is required; a master’s degree is preferred.
Experience. Minimum of 3-5 years of experience in customer experience, customer support, or a customer success manager role.
Analytical skills. Strong ability to analyze customer data, identify trends, and create actionable insights.
Leadership skills. Proven track record of leading cross-functional teams and managing stakeholders.
Communication skills. Excellent verbal and written communication skills to effectively interact with team members and customers.
Certifications. Industry-recognized certifications in customer relationship management (CRM) or project management are advantageous.
Adaptability. Ability to adapt to changing customer needs and industry trends.
Problem-solving skills. Expertise in addressing customer issues and implementing solutions efficiently.
Technical proficiency. Familiarity with CRM systems, customer journey mapping, and analytics tools like NPS dashboards.
Project management. Strong organizational and time-management skills to oversee multiple initiatives and projects.

About Our Company

Join a dynamic organization that prioritizes customer-centric strategies and innovative solutions to exceed customer expectations. At [company name], we are dedicated to enhancing the customer journey and fostering long-term relationships. By becoming part of our team, you will make a meaningful impact while advancing your career in customer experience management. Our collaborative environment values adaptability, leadership skills, and a data-driven approach to decision-making.

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What does a customer experience manager do?

A customer experience manager oversees the entire customer journey, ensuring each interaction delivers a positive experience that fosters customer satisfaction and loyalty. This role requires analyzing customer data, managing touchpoints, strong communication skills, and collaborating with cross-functional teams to implement strategies that meet customer needs. By addressing pain points and monitoring metrics, the CXM ensures a seamless experience that aligns with business objectives.

Customer experience manager duties and responsibilities

A customer experience manager is responsible for:

Mapping journeys. Conduct comprehensive customer journey mapping to identify strengths, pinpoint areas for improvement, and enhance overall customer satisfaction.
Addressing pain points. Analyze detailed customer feedback and resolve recurring issues to improve customer interactions and strengthen relationships.
Driving retention. Develop proactive strategies to increase customer retention, decrease churn rate, and foster long-term customer loyalty.
Monitoring metrics. Track and analyze key performance indicators (KPIs), including NPS, CSAT, and CES, to accurately gauge customer satisfaction.
Collaborating. Work closely with stakeholders across various departments to ensure a cohesive and unified customer-centric approach.
Optimizing processes. Streamline operational workflows and implement advanced systems to improve customer support efficiency and satisfaction.
Providing insights. Use detailed and actionable insights from customer data to inform and refine business strategies and key initiatives.
Overseeing onboarding. Ensure that new customers experience a seamless onboarding process, setting the stage for long-term engagement and success.
Enhancing loyalty. Build comprehensive programs that foster customer loyalty, advocacy, and a positive brand reputation among target audiences.

How to write a customer experience manager job description

Creating an effective customer experience manager job description involves clear and concise communication of the role’s requirements and expectations. Follow these steps:

Start with a strong job title. Use a specific title like “Customer Experience Manager” to attract relevant candidates.
Provide an engaging summary. Highlight the importance of enhancing the customer journey and improving customer satisfaction.
List key responsibilities. Detail the tasks such as customer journey mapping, customer experience strategy, analyzing metrics, and implementing initiatives to address customer needs.
Specify qualifications. Include required skills such as problem-solving, analytical skills, and familiarity with CRM systems.
Highlight benefits. Share perks such as professional development opportunities and competitive compensation.
Use a clear structure. Organize the description with headings for responsibilities, qualifications, and benefits for better readability.

By following this approach, you can create a compelling job description that attracts top talent.

FAQs about customer experience managers

1. What is the average salary for a customer experience manager?

The customer experience manager's salary varies by location, industry, and experience level. On average, salaries range from $78,000 to $133,000 annually, with higher compensation in industries like tech and customer-centric services.

2. What qualifications are required for a CX manager?

Typically, a bachelor’s degree in business administration, marketing, or a related field is required. A master’s degree or certification in customer relationship management (CRM) can enhance career prospects.

3. How do CX managers improve customer loyalty?

CX managers enhance customer loyalty by analyzing customer feedback, addressing pain points, and implementing retention strategies such as personalized experiences and loyalty programs.

4. What tools do customer experience managers use?

Tools like CRM systems, NPS dashboards, and analytics platforms help CX managers track customer satisfaction, map customer journeys, and manage touchpoints effectively.

5. What industries hire customer experience managers?

Industries such as retail, healthcare, technology, and financial services often hire customer experience managers to enhance the overall customer experience and foster customer success.

Hire customer experience managers on Upwork

Ready to optimize your customer journey and boost customer satisfaction? Find talented customer experience professionals on Upwork to meet your business needs. Post a job today and hire the right customer experience manager to transform your customer interactions.

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Customer Experience Specialists you can meet on Upwork

$12 hourly
Januan T.
- 4.9
- (108 jobs)
Manila, METRO MANILA
Customer Experience
Invoicing
Critical Thinking Skills
Video Annotation
Shopify
Virtual Assistance
Email Communication
Administrative Support
Multiple Email Account Management
Order Management
Data Labeling
Data Annotation
Price & Quote Negotiation
Email Support
Data Entry

A remote warrior with "Go the extra mile attitude! Solid 8+ years of experience as Senior Admin Assistant in a high-pressure and fast-paced environment U.S. technical and engineering company ROHQ in Manila. In addition to 5 years of Data Labeling exposure with global clients, startups, small and large companies. Highly experienced in creation and annotation of large volumes of image data such as; Vehicles, Traffic Lights, Maps, Streets, Buildings, Trees, Animals, Texts, Numbers, Clothing, logos, Marketing Brands, Sports and Humans frame by frame which can be in any form (text, audio, images, and video). Contribute thousands of Data and annotated Image/text, while maintaining accurate bounding boxes or polygon lines, adding attribute tags and regions, recognize similar patterns in new datasets to make it usable for machine learning in detecting instances of semantic objects of a certain class.
$45 hourly
Prabhath P.
- 5.0
- (9 jobs)
Ernakulam, KERALA
Customer Experience
Adobe LiveCycle
Adobe Campaign
Adobe Analytics
Adobe Experience Manager
Adobe Target
Campaign Management

At Auki Digital, we focus exclusively on delivering comprehensive solutions across the Adobe Experience Manager (AEM) and Adobe Marketing Cloud products, including Adobe Analytics, Target, Campaign, and AEM Forms. With over 8+ years of hands-on experience, I lead a team of specialists in these technologies, delivering high-quality implementations and support services for agencies and Fortune 500 companies. Our Expertise: Adobe Experience Manager (AEM): We provide full implementations, migration services, and component development, specializing in AEM Cloud and AEM 6.x. Our recent projects include building complex AEM components, editable templates, and SPA development using React and Vue.js. Adobe Analytics & Target: We have expertise in integrating Adobe Analytics and Target with AEM, enabling data-driven personalization and real-time customer insights. We've developed scalable tools for data syncing between Adobe Analytics, Eloqua, and Responsys. Custom Integrations: We’ve successfully integrated Salesforce, Marketo, Dynamics 365, and Eloqua with AEM for seamless marketing automation and lead capture. Our expertise also extends to creating automated workflows for content generation and engagement tracking. Our team is proficient in Angular, Vue.js, React JS, Node.js, PHP, and Java, providing full-stack solutions. We also handle API development using REST and GraphQL, ensuring scalable, high-performance systems. We leverage AWS, Docker, Kubernetes, and Adobe Cloud Manager for efficient CI/CD pipelines and containerization, ensuring seamless deployment and scaling. What We Offer: Full implementation of AEM Sites, Adobe Analytics, Target, Campaign, and Forms. AEM migration from other CMS platforms, along with upgrades to newer AEM versions. Flexible team augmentation – hire a dedicated team or a single developer as per your project needs. Proof of Concept (POC) services to demonstrate the potential of Adobe Cloud products. AEM maintenance and support, along with AEM authoring support for live systems. We’ve worked with leading digital media agencies and companies across various industries, delivering scalable, data-driven, and innovative solutions. Let Auki Digital transform your digital experience through the power of Adobe technologies.
$100 hourly
Raven A.
- 5.0
- (13 jobs)
Irwin, PA
Customer Experience
Regulatory Compliance
Editing & Proofreading
Training & Development
Laboratory Equipment Skills
Hemp
Business Operations
Startup Consulting
Genetics
Fact-Checking
Hospitality & Tourism
Business Development
Management Consulting
Good Manufacturing Practice
Education

Hello, I'm Raven, an experienced cannabis specialist dedicated to enhancing your cannabis business operations and navigating the complex regulatory landscape with research-driven innovation and compassionate solutions. With a deep-rooted understanding of the science of cannabis, I specialize in creating and delivering educational content tailored to your needs. Growing up in an environment where medicinal plants were never taboo, I’ve cultivated a meaningful relationship with cannabis, advocating for responsible drug policies in America. My expertise spans a broad spectrum of the cannabis industry, including cultivation, breeding, analytical testing, genetics, extraction, post-processing, seed-to-sale traceability, licensure application, brand development, quality control, document compliance, market research, educational material development, and social media marketing. I have hands-on and management experience in testing laboratories, cultivation facilities, outdoor farms, and processing labs. I am committed to helping experienced cultivators, startups, executives, and researchers optimize their cannabis operations from top to bottom. My solutions are rooted in compassion and backed by thorough research. In addition to my industry experience, I am actively involved in non-profit organizations, veterans' groups, academia, and patient education. I serve as the Director of Education for the Medical Cannabis Student Association and participate in numerous advocacy groups. Before specializing in cannabis biology, chemistry, and pharmacology, I spent a decade in the hospitality industry, where I honed my management skills and earned accolades for leading by example and upholding a standard of excellence. When you choose to work with me, you become my top priority. I am eager to collaborate and develop responsible, consumer-oriented business solutions tailored to your unique needs.

$12 hourly
Januan T.
- 4.9
- (108 jobs)
Manila, METRO MANILA
Customer Experience
Invoicing
Critical Thinking Skills
Video Annotation
Shopify
Virtual Assistance
Email Communication
Administrative Support
Multiple Email Account Management
Order Management
Data Labeling
Data Annotation
Price & Quote Negotiation
Email Support
Data Entry

A remote warrior with "Go the extra mile attitude! Solid 8+ years of experience as Senior Admin Assistant in a high-pressure and fast-paced environment U.S. technical and engineering company ROHQ in Manila. In addition to 5 years of Data Labeling exposure with global clients, startups, small and large companies. Highly experienced in creation and annotation of large volumes of image data such as; Vehicles, Traffic Lights, Maps, Streets, Buildings, Trees, Animals, Texts, Numbers, Clothing, logos, Marketing Brands, Sports and Humans frame by frame which can be in any form (text, audio, images, and video). Contribute thousands of Data and annotated Image/text, while maintaining accurate bounding boxes or polygon lines, adding attribute tags and regions, recognize similar patterns in new datasets to make it usable for machine learning in detecting instances of semantic objects of a certain class.
$45 hourly
Prabhath P.
- 5.0
- (9 jobs)
Ernakulam, KERALA
Customer Experience
Adobe LiveCycle
Adobe Campaign
Adobe Analytics
Adobe Experience Manager
Adobe Target
Campaign Management

At Auki Digital, we focus exclusively on delivering comprehensive solutions across the Adobe Experience Manager (AEM) and Adobe Marketing Cloud products, including Adobe Analytics, Target, Campaign, and AEM Forms. With over 8+ years of hands-on experience, I lead a team of specialists in these technologies, delivering high-quality implementations and support services for agencies and Fortune 500 companies. Our Expertise: Adobe Experience Manager (AEM): We provide full implementations, migration services, and component development, specializing in AEM Cloud and AEM 6.x. Our recent projects include building complex AEM components, editable templates, and SPA development using React and Vue.js. Adobe Analytics & Target: We have expertise in integrating Adobe Analytics and Target with AEM, enabling data-driven personalization and real-time customer insights. We've developed scalable tools for data syncing between Adobe Analytics, Eloqua, and Responsys. Custom Integrations: We’ve successfully integrated Salesforce, Marketo, Dynamics 365, and Eloqua with AEM for seamless marketing automation and lead capture. Our expertise also extends to creating automated workflows for content generation and engagement tracking. Our team is proficient in Angular, Vue.js, React JS, Node.js, PHP, and Java, providing full-stack solutions. We also handle API development using REST and GraphQL, ensuring scalable, high-performance systems. We leverage AWS, Docker, Kubernetes, and Adobe Cloud Manager for efficient CI/CD pipelines and containerization, ensuring seamless deployment and scaling. What We Offer: Full implementation of AEM Sites, Adobe Analytics, Target, Campaign, and Forms. AEM migration from other CMS platforms, along with upgrades to newer AEM versions. Flexible team augmentation – hire a dedicated team or a single developer as per your project needs. Proof of Concept (POC) services to demonstrate the potential of Adobe Cloud products. AEM maintenance and support, along with AEM authoring support for live systems. We’ve worked with leading digital media agencies and companies across various industries, delivering scalable, data-driven, and innovative solutions. Let Auki Digital transform your digital experience through the power of Adobe technologies.
$100 hourly
Raven A.
- 5.0
- (13 jobs)
Irwin, PA
Customer Experience
Regulatory Compliance
Editing & Proofreading
Training & Development
Laboratory Equipment Skills
Hemp
Business Operations
Startup Consulting
Genetics
Fact-Checking
Hospitality & Tourism
Business Development
Management Consulting
Good Manufacturing Practice
Education

Hello, I'm Raven, an experienced cannabis specialist dedicated to enhancing your cannabis business operations and navigating the complex regulatory landscape with research-driven innovation and compassionate solutions. With a deep-rooted understanding of the science of cannabis, I specialize in creating and delivering educational content tailored to your needs. Growing up in an environment where medicinal plants were never taboo, I’ve cultivated a meaningful relationship with cannabis, advocating for responsible drug policies in America. My expertise spans a broad spectrum of the cannabis industry, including cultivation, breeding, analytical testing, genetics, extraction, post-processing, seed-to-sale traceability, licensure application, brand development, quality control, document compliance, market research, educational material development, and social media marketing. I have hands-on and management experience in testing laboratories, cultivation facilities, outdoor farms, and processing labs. I am committed to helping experienced cultivators, startups, executives, and researchers optimize their cannabis operations from top to bottom. My solutions are rooted in compassion and backed by thorough research. In addition to my industry experience, I am actively involved in non-profit organizations, veterans' groups, academia, and patient education. I serve as the Director of Education for the Medical Cannabis Student Association and participate in numerous advocacy groups. Before specializing in cannabis biology, chemistry, and pharmacology, I spent a decade in the hospitality industry, where I honed my management skills and earned accolades for leading by example and upholding a standard of excellence. When you choose to work with me, you become my top priority. I am eager to collaborate and develop responsible, consumer-oriented business solutions tailored to your unique needs.
$99 hourly
Adam K.
- 4.8
- (22 jobs)
Seattle, WA
Customer Experience
Hospitality & Tourism
Budget Management
Business Consulting
Employee Training
Asset Management
Management Consulting
Project Management
Business Operations
Strategic Plan

I help short-term rental and boutique hotel owners simplify operations, increase profit, and scale sustainably. With 25 years in luxury and independent hospitality, I bring hands-on expertise in systems, staffing, and strategy to help you grow efficiently and confidently. How I Help: • Operational Systems: Build lean, repeatable workflows and team structures that scale • Revenue & Margin Optimization: Unlock hidden profit through pricing, tech stack, and labor design • Guest Experience Design: Translate luxury-level hospitality into STR and hybrid models • Growth Strategy: Prepare for expansion, acquisition, or capital raise • Pre-Launch / Repositioning: Concept-to-opening support for new hotels or branded STR portfolios Who I Work With: • STR operators doing $500K–$10M+ in annual revenue • Boutique hotels modernizing systems or elevating guest experience • Owner-operators building regional brands • Hospitality tech founders needing real-world operational insight Why Clients Hire Me: • 25+ years in luxury hotels (Fairmont, St. Regis, and more) • Founder & CEO of Recreation Stays, a multi-market STR + hotel management company • Advisor to hospitality tech platforms, property funds, and boutique operators • Deep experience in both sides of the business, ownership and management Engagement Options: 🧭 Strategy Sprint (Most Popular): 4–6-week engagement to assess, prioritize, and create your growth roadmap 💼 Ongoing Advisory: Monthly retainer to support execution, team alignment, and accountability 📈 Project-Based Consulting: Focused deliverables — SOP design, P&L audit, pricing overhaul, or owner reporting setup Ready to professionalize your operation and grow profitably? Send me a message with a quick overview of your goals — I’ll reply personally and let you know if I can help. Note: I typically advise clients at $150–$200/hr but have temporarily reduced my rate on Upwork while opening to new projects and collaborations.
$95 hourly
Amanda J.
- 4.9
- (135 jobs)
Houston, TX
Customer Experience
Custom App
Make.com
Zapier
AI Content Creation
Customer Support
CRM Automation
Ticketing System
Employee Training
Process Development
Automated Workflow
API Integration
Cloudflare
React
AI Implementation
AI Chatbot
KPI Metric Development
Zendesk API
Process Improvement
Zendesk

Zendesk-certified administrator and developer with 13+ years building and optimizing support systems. Former Customer Support Manager at Upwork where I led executive escalations, quality improvement, and client support teams — I've been on both sides of these systems, which is why the ones I build actually work for agents and managers alike. My expertise lies in translating existing process documentation into "Zendesk Speak" to design and implement efficient systems prioritizing simplicity. My extensive experience with Zendesk business rules, automations, and APIs allows me to design creative but intuitive solutions that can be managed by your teams after training. In addition to the technical aspects, I bring a deep understanding of customer support content creation, enabling me to create macros and help articles that align with your brand's voice while effectively addressing issues and deflecting unnecessary contacts. With a proven track record of successful Zendesk implementations and a commitment to delivering tailored solutions, I am well-equipped to optimize your customer support operations, streamline workflows, and enhance the overall customer experience - Full Zendesk implementations and optimizations across all products - Support, Voice, Knowledge, Explore, Chat, Messaging, Essential AI and Advanced AI, WFM - API integrations with Salesforce, Zoho, Shopify, and custom platforms - Workflow automation and business rule design - triggers, automations, macros, SLA configuration, queues, webhooks - Custom sidebar app development using the Zendesk Apps Framework (React) - Help Center builds, audits, and AI readiness assessments - Explore dashboards and KPI frameworks
$45 hourly
Margreet W.
- 4.9
- (8 jobs)
Puerto de la Cruz, CN
Customer Experience
Musical Transcription
Translation
Dutch to English Translation
Content Writing
Music Composition
English to Dutch Translation
Spanish to Dutch Translation
Blog Writing
Piano Composition
Dutch

Available for anything involving language and with a few years of customer service experience. Currently working as a private language teacher. Pursuing a career in it is like a childhood dream ready to become reality. I have 3000+ hours of teaching experience, helping professionals reach their language goals. I have also written and published a book about Dutch, that sold over 100 copies in the first month. I have C2 CERF Certificates in English. Quick turnaround time and I guarantee to be responsible and timely.
$60 hourly
Ben R.
- 5.0
- (4 jobs)
Amsterdam, NH
Customer Experience
Strategic Plan
Branding
Account Management
Brand Strategy
Marketing
Consumer Segmentation
Customer Acquisition
Brand Development
Copywriting
Brand Identity
Marketing Strategy
Email Marketing
Advertising Strategy

With more than 10 years of experience working in marketing strategy, my passion is developing brands that change behavior and products that solve problems. My clientele vary from sustainability, entertainment, automobile, CPG, tourism, hospitality, technology and alcohol brands.
$45 hourly
April Dianne G.
- 4.8
- (57 jobs)
Dasmarinas, CALABARZON
Customer Experience
Customer Service Training
Customer Service Chatbot
Ticketing System
Helpdesk
Zendesk
Channel Setup & Optimization
Process Documentation
Process Optimization
Email Support
Email Communication
Communication Etiquette
Customer Satisfaction
Customer Support
Customer Service
CRM Software
Customer Relationship Management
Automation
Shopify
Gorgias

𝙍𝙚𝙖𝙙𝙮 𝙩𝙤 𝙜𝙚𝙩 𝙮𝙤𝙪𝙧 𝙞𝙣𝙗𝙤𝙭 𝙪𝙣𝙙𝙚𝙧 𝙘𝙤𝙣𝙩𝙧𝙤𝙡? 📩 🏆 13 Years Customer Service Experience 👩‍💻 Gorgias Official Agency Partner 🥇 The eCommerce CX Expert you need Here's how I can help.👇👇👇 I’ll combine tech fluency with human judgement and problem-solving skills to bring calm, structure, and control to your busy Gorgias inbox so you spend less time in tickets and more time growing your brand. I'm sure you care about your customers but as your brand grows, customer service quietly takes over. You're still in the inbox everyday answering the same questions and before you know it, tickets are piling up. It becomes overwhelming fast and you get stuck in day-to-day CX instead of leading the business and growth starts to slow. ✨📩 What I do: ✦ 𝙂𝙤𝙧𝙜𝙞𝙖𝙨 𝙎𝙚𝙩𝙪𝙥, 𝘼𝙪𝙙𝙞𝙩 & 𝘼𝙪𝙩𝙤𝙢𝙖𝙩𝙞𝙤𝙣 Set up, audit, and optimize Gorgias for Shopify brands. Clean inbox structure, views/tags, routing, macros, rules, and automations (AI Agent) to reduce ticket volume. Build help center/FAQs for self-service, and provide ongoing maintenance to keep workflows sharp through new products, policy updates, and peak seasons. ✦ 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙚𝙧𝙫𝙞𝙘𝙚 𝙏𝙚𝙖𝙢 𝙇𝙚𝙖𝙙𝙚𝙧𝙨𝙝𝙞𝙥 & 𝙈𝙖𝙣𝙖𝙜𝙚𝙢𝙚𝙣𝙩 Build and lead high-performing support teams through hiring, SOPs, onboarding, scheduling/coverage, QA, coaching, and KPI tracking. Trained agents from 𝘼𝙂 𝙎𝙤𝙡𝙪𝙩𝙞𝙤𝙣𝙨 if you need extra coverage fast. ✦ 𝙋𝙧𝙚𝙢𝙞𝙪𝙢 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙚𝙧𝙫𝙞𝙘𝙚 Fast and empathetic customer support across email, live chat, and socials. Handling order issues end-to-end (WISMO, returns/refunds/exchanges, escalations), managing reviews and social moderation, and resolving disputes/chargebacks with strong documentation. ✨ Please check my portfolio for work samples. 𝙏𝙤𝙡𝙙 𝙮𝙤𝙪 𝙄'𝙢 𝙩𝙝𝙚 🥇 𝙩𝙝𝙚 𝙚𝘾𝙤𝙢𝙢𝙚𝙧𝙘𝙚 𝘾𝙓 𝙀𝙭𝙥𝙚𝙧𝙩 𝙮𝙤𝙪 𝙣𝙚𝙚𝙙 *𝙬𝙞𝙣𝙠* 𝙅𝙪𝙨𝙩 𝙨𝙚𝙣𝙙 𝙢𝙚 𝙖 𝙦𝙪𝙞𝙘𝙠 𝙢𝙚𝙨𝙨𝙖𝙜𝙚 𝙖𝙣𝙙 𝙬𝙚 𝙘𝙖𝙣 𝙝𝙤𝙥 𝙤𝙣 𝙖 𝘿𝙞𝙨𝙘𝙤𝙫𝙚𝙧𝙮 𝘾𝙖𝙡𝙡 𝙖𝙣𝙙 𝙙𝙞𝙨𝙘𝙪𝙨𝙨 𝙝𝙤𝙬 𝙬𝙚 𝙘𝙖𝙣 𝙩𝙖𝙠𝙚 𝙮𝙤𝙪𝙧 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙨𝙚𝙧𝙫𝙞𝙘𝙚 𝙩𝙤 𝙩𝙝𝙚 𝙣𝙚𝙭𝙩 𝙡𝙚𝙫𝙚𝙡. 😊 💬 Get in touch with me today and collaborate 😊
$35 hourly
Chloe K.
- 5.0
- (27 jobs)
Galway, CONNAUGHT
Customer Experience
Lead Generation Strategy
LinkedIn Lead Generation
Partnership & Collaborations Outreach
Partnership Development
B2B Lead Generation
Lead Generation
Communication Etiquette
Customer Support
Administrative Support
Email Communication
Communications

Partnership Specialist & Operations/Administrator with 17+ years in client communication, partnerships, administration, and business development. I help founders, startups, and busy teams stay organised, strengthen client relationships, and improve processes and workflows to boost efficiency and long term success. I’ve spent my career helping businesses create smooth client experiences and organised operations that support growth. My background in customer communication, account management, and business development means I understand how to balance great client relationships with efficient internal systems. Over the years, I’ve built strong partnerships, managed outreach and follow-ups, and helped handle back end details that keep projects moving. I’m comfortable managing both client-facing and internal work, everything from documenting processes and coordinating communication to organizing calendars, inboxes, and team tools. I regularly use Zoho, HubSpot, Intercom, Notion, Trello, Asana, Clickup and Google/Microsoft Workspace. Clients describe me as proactive, responsive, reliable, and quick to get things done. I like to anticipate what’s needed, take initiative, and keep everyone in the loop so nothing falls through the cracks. If you’re looking for someone who can help you build strong partnerships, bring structure to your operations, and keep things running smoothly, I’d love to connect.
$35 hourly
Anna V.
- 5.0
- (25 jobs)
Mountain View, CA
Customer Experience
Data Entry
Sales
Sales Management
Customer Service
Customer Support
Russian
English

Business-driven individual offering over ten years working as a support and operations manager for the tech and fin-tech industries. I bring over 10 years of experience in customer success management, virtual assistance, and handling of all business ops. Focused and enthusiastic with expertise in nurturing client relationships, generating revenue with new accounts, and making presentations to prospects. Professional approach to all customer care-related products, high-quality service, and case management from zero to hero to your satisfaction.
$65 hourly
Matt P.
- 4.9
- (46 jobs)
Lorain, OH
Customer Experience
Shopify Apps
Shopify Theme
Shopify SEO
Design Enhancement
Email Marketing
Product Design
Dropshipping
Website Customization
Web Design
Social Media Marketing
Shopify
Search Engine Optimization
Social Media Management
Facebook Advertising

If your store isn't converting, your site isn't working hard enough for you — and that's exactly the problem I fix. I'm a veteran web developer and digital marketer with 10+ years building high-performing Shopify and WooCommerce stores, custom HTML/CSS websites, and social media presences that actually drive business. I work with small businesses, entrepreneurs, and agencies who need things done right and done fast. What I do best: •Shopify & WooCommerce store builds, redesigns, and optimization •Custom HTML/CSS front-end development — pixel-perfect, responsive, fast •Social media profile setup, optimization, and content strategy •Paid ad setup and management (Meta, Google) •Landing pages built to convert I don't disappear after delivery. I communicate clearly, hit deadlines, and make sure you're genuinely happy with the outcome before I consider a project done. If you need quality work without the back-and-forth — let's talk.
$150 hourly
Philip B.
- 5.0
- (25 jobs)
West Chester, PA
Customer Experience
HR & Business Services
Organizational Development
Customer Retention
Executive Coaching
Human Resource Management
Organizational Behavior
Business Coaching
Employee Engagement
Leadership Development
Employee Communications
Employee Training

Organizational Research and Development LLC – Elevating Culture, Empowering People I specialize in employee engagement and professional development programs designed for forward-thinking leaders who are committed to unlocking the full potential of their teams. My work spans a wide range of organizational development solutions—from emotional intelligence and executive coaching to customized workshops and survey design/analysis—all tailored to help organizations and leaders create thriving, high-performing cultures. What sets me apart is my collaborative approach: I partner closely with clients to ensure our work aligns with the client needs and the results produce tangible, lasting improvements in workplace culture, leadership development, and employee experience. 🔹 Experience & Credentials: More than 10 years of proven success in organizational culture and employee engagement Master’s Degree in Organizational Development & Leadership B.A. in Communication Studies, with a Minor in Peace & Conflict Studies Completed an ACTP-Certified Leadership Coaching Program Professional Certified Coach under the International Coaching Federation 🔹 Areas of Expertise: Executive and employee coaching Workshop and training design and facilitation Employee engagement survey development and culture analysis Conflict resolution and feedback communication training OKR (Objectives and Key Results) development and alignment Clients consistently describe me as a trusted, knowledgeable partner who delivers actionable insights and lasting value. Whether you're building a leadership pipeline, reshaping culture, or enhancing team performance, I’m here to help you reach your goals.
$75 hourly
Stefan D.
- 5.0
- (10 jobs)
Papamoa, BAY OF PLENTY
Customer Experience
Business Consulting
User Experience
Process Improvement
Business Analysis
Product Strategy
Digital Project Management
Digital Transformation
Information Design
Project Management
Stakeholder Management
UX & UI Design
Wireframing
User Experience Design
Digital Strategy

🚨LIMITED TIME OFFER - Founding clients can secure a discounted 'early-partner' rate as I launch my UX Strategy & Digital Transformation services on Upwork. Lock in your rate before it rises by ~50%. For 20+ years, I’ve helped organisations like HSBC, Royal Bank of Scotland, Nationwide, Vodafone, Bay Venues, and Victoria University of Wellington deliver complex digital initiatives that elevate customer experience and drive meaningful business growth. My work has directly contributed to outcomes such as £20M+ in additional revenue and a best-in-market mobile banking app that rose from last place to top-tier usability in its category. I help businesses: ✅ Improve customer experience across digital touchpoints ✅ Streamline and integrate disconnected systems ✅ Unlock new revenue through strategic UX and digital transformation ✅ Deliver projects with clarity, alignment, and measurable business value I bring a rare blend of UX Strategy, Digital Project Management, and Digital Transformation leadership, allowing me to connect long-term vision with practical delivery. Clients trust me for my calm, pragmatic approach, ability to quickly understand their business, and talent for simplifying complex digital ecosystems. What I can support you with: ➡️ Digital & technology audits ➡️ CX/UX strategy and journey analysis ➡️ Digital transformation roadmaps ➡️ Project planning, delivery leadership, and cross-team coordination ➡️ Independent project or strategy reviews Selected results: 🏆 £20M+ revenue uplift from optimising a global bank’s account opening experience 🏆 Best-in-market usability rating for a redesigned mobile banking app 🏆 Delivery of a network of 11 websites on a common CMS platform for a local council organisation 🏆 Transformation initiatives across Financial Services, Public Sector, Telecoms, and Medical industry’s I love partnering with organisations to bring clarity, alignment, and confidence to their digital initiatives, helping them build systems and experiences that support sustainable growth. 👋 If you’re ready to elevate your digital experience and move your organisation forward, let’s connect.
$40 hourly
Atila R.
- 5.0
- (11 jobs)
Balneario Camboriu, SC
Customer Experience
Shopify
Ecommerce
Quality Assurance
Portuguese
Order Fulfillment
Order Tracking
Ecommerce Order Fulfillment
Shipping & Order Fulfillment Software
Documentation Testing
Customer Service
Training
Jira
Customer Support
Supply Chain & Logistics

Hello and welcome to my Upwork profile! My name is Atila Rossito, and I’m a Senior Customer Support Engineer specializing in SaaS and eCommerce environments. Unlike traditional support agents who focus only on resolving tickets, I work at the intersection of customers, product, and engineering — ensuring clear communication, faster resolutions, and continuous product improvement. I don’t just fix issues; I investigate root causes, translate technical problems into actionable insights, and help teams prevent recurring issues. With over 12,000 hours worked on Upwork and a 100% Job Success Score, I take great pride in consistently delivering high-quality service and building long-term client relationships. I’ve earned this track record by being honest, reliable, and fully committed to understanding my clients’ needs and exceeding their expectations. With ten years in the sector and an additional five years in product design, I’ve developed a well-rounded skill set that bridges technical expertise and user-focused problem-solving. My specialization includes IT support, SaaS solutions, API troubleshooting, and the creation of clear, effective QA and technical documentation. I also deliver training that empowers teams and improves overall support performance. Additionally, my background in logistics engineering and data analysis strengthens my ability to diagnose complex issues and optimize workflows for both clients and end users. I’ve had the privilege of working with industry leaders, including Microsoft and Google partners, as well as eCommerce platforms like TopHatter and SaaS companies such as rankingCoach and SCND — supporting both B2B and B2C operations at scale. My approach focuses on delivering value through: ✅ Comprehensive IT Support – Efficiently resolving technical issues and offering proactive solutions. ✅ QA and Functional Documentation – Crafting user-friendly and precise documentation to enhance product quality and user satisfaction. ✅ SaaS Expertise – Assisting clients in navigating, adopting, and troubleshooting SaaS platforms. ✅ Training Delivery – Conducting structured training sessions to empower teams and users. With my skills and experience, I am confident in providing high-quality IT support, documentation services, and training that meet and exceed expectations. 🔹 Work Experience: ✔ Union - Technical Customer Support (EN) Software Development Industry ✔ Second – Support Manager / QA / Documentation / User Onboarding & Training (EN) Software Development Industry ✔ rankingCoach – SaaS Customer Support (PT, ES) ✔ Microsoft – Outlook Mobile Agent / Customer Support (PT, EN) ✔ TopHatter – eCommerce / Customer Support (PT, EN, ES) ✔ Google – Data Research and Analysis (EN) ✔ Plugsurfing / Volvo – Tech Customer Support (EN) ✔ Published-by – Ecommerce / Customer Support (EN) Thank you for visiting my profile! I look forward to the opportunity to collaborate with you. Have a fantastic day!
$75 hourly
Sara R.
- 4.9
- (11 jobs)
Groveland, CA
Customer Experience
Team Management
Change Management
KPI Metric Development
Cross Functional Team Leadership
SaaS
Process Improvement
Customer Onboarding
Customer Engagement
ClickUp
Business Consulting
Branding & Marketing
Client Management
Business Operations
Project Management

I help B2B SaaS and professional services companies build the customer success and operations infrastructure they don't have yet. Onboarding systems, partner management workflows, team processes, and the accountability structures that keep everything running once the founder can't touch every account anymore. Most of my clients hire me at a transition point: they've found product-market fit, customers are coming in, and they need someone to own the post-sale experience before things start breaking. I step in, build the playbook, and either run it or hand it off to a team. What that looks like in practice: I'm currently the Partner Success and Operations Lead for a SaaS benefits platform, where I own enterprise partner onboarding end to end, built a task management dashboard from cross-functional meeting transcripts, and simplified internal workflows into documented processes the team adopted within a week. I also manage editorial operations for a B2B content firm, coordinating hundreds of concurrent contributor relationships across trade publications with scalable onboarding and engagement workflows I designed from scratch. Before going independent, I was Director of Member Success at a business education platform, where I led a remote team of 8 in the Philippines, managed a 300-member client base (including attorneys and professional services firms), built onboarding frameworks that reduced churn by 25%, and shortened time-to-value by 40%. Earlier, I co-founded a winery and built every customer-facing and operational system from the ground up, then led an industry association where I owned member onboarding, engagement, and retention for a multi-stakeholder membership. I'm completing the Google Project Management Professional Certificate. I published Pitch Perfect: Podcast Guest Spots (Amazon, 2025) and host the Reeding Between the Lines podcast on YouTube. If you need someone to build the customer success or operations function, not just fill a seat in it, let's talk.
$55 hourly
Marc Jesus S.
- 5.0
- (1 job)
Barcelona, CT
Customer Experience
Staff Recruitment & Management
Resume Writing
Program Management
Project Management
Human Resources
Sales & Marketing
Strategy
Artificial Intelligence
Employee Training
Customer Service
Elearning
Communications
Organizational Development
Leadership Training

Hello! I'm Precy, a seasoned professional with 12 years of experience in diverse industries including Contact Center, BPO, Healthcare, Banking, Financial Services, Infrastructure, Engineering, IT Consulting, Education, E-Commerce, and Marketing. My expertise spans Leadership and Organizational Development, Talent Management, Human Resources, Project Management, Recruitment, Instructional Design, Strategy, Sales and Marketing, and Customer Experience. Throughout my career, I've successfully implemented training and instructional design projects using tools like Camtasia and Adobe Captivate, managed learning systems like Moodle, and led project management initiatives using Lean Six Sigma, PMI, and Design Thinking methodologies. I've also developed organization strategies, provided coaching and mentoring, written reports and policies, designed presentations (PowerPoint, Prezi), and devised customer service strategies. While I'm new to Upwork, I bring a wealth of professional experience. My goal is to leverage my skills to help you achieve your objectives, whether that's improving your team's performance, streamlining your processes, or enhancing your customer experience. I'm known for my attention to detail, commitment to excellence, and ability to deliver results. I look forward to bringing these qualities to your next project. Feel free to reach out to me to discuss how we can work together to achieve your goals.
$80 hourly
Brittnie V.
- 5.0
- (18 jobs)
Manchester, CT
Customer Experience
WordPress Website
Blog Content
SEO Setup & Configuration
SEO Audit
Shopify Website Design
Shopify Development
WordPress Website Design
Blog Development
Website Optimization
Branding
Graphic Design
Squarespace
Digital Marketing
Search Engine Optimization

Digital Marketing Specialist with a multi-faceted set of skills: Website Design & Development ------ Website Development, Transfer, Edit, or optimization ------ Responsive Web Design ------ User Interface (UI) and User Experience (UX) Design ------ Website Performance Optimization ------ E-commerce Support & Product Imagery SEO & Analytics ------ Full SEO & Digital presence audit SEO Optimization: WordPress, Squarespace, Shopify, etc. ------ On-Page and Off-Page SEO ------ Keyword Research and Optimization ------ Backlinking Strategies ------ Analytics and Performance Tracking ------ Conversion Rate Optimization (CRO) Customer Experience & Digital Presence ------ Customer Experience Audits & Consultations ------ Digital Marketing Presence Reviews ------ Business Profile Management ------ Branding Cohesion Content Creation & Graphic Design ------ Graphic Design: Photoshop, Illustrator ------ Content Creation: Blog Development, Copywriting ------ Stock Imagery and Video Curation ------ Infographics and Visual Content Development ------ Multimedia Content for Social Media and Websites E-commerce Support ------ Product Imagery Specialist ------ Product Description and Copywriting ------ E-commerce Platform Management: Shopify, WooCommerce ------ Inventory Management and Updates ------ Customer Service and Support Integration Social Media Management ------ Social Media Calendar Curation ------ Influencer Marketing Strategies ------ Social Media Audits and Performance Reviews Additional Skills ------ Email Marketing Campaigns ------ Marketing Automation Tools: HubSpot, Mailchimp ------ PPC Campaigns and Management ------ Market Research and Competitive Analysis View more on Linkedin /in/ brittnie-villano Check out the team at: The Hybrid Consultants dot com
$45 hourly
Benjamin M.
- 5.0
- (23 jobs)
Ixelles, BRU
Customer Experience
Prompt Engineering
Translation
Large Language Model
Content Moderation
Social Media Management
French
Copywriting
Sales & Marketing
Brand Strategy
Content Writing
Content Marketing
Generative AI
Creative Writing
Editing & Proofreading

Looking for an expert who merges Generative AI innovation, linguistic proficiency, and creative brand strategy to deliver tailored content solutions? I’m Benjamin Mawet, a content director, and creative copywriter with extensive experience working with global brands and managing high-performing teams of journalists and content marketers. My passion lies at the intersection of technology and storytelling; I believe that AI has the potential to revolutionize how we create and connect with audiences. The ability to harness generative AI tools not only enhances creativity but also allows us to craft more personalized and engaging narratives that resonate deeply with diverse audiences. Here’s how I can help you: Strategic Content Development As a former content director, I’ve designed and executed content marketing strategies for a variety of industries. I have shown strong adaptability in managing fast-paced projects with a strategic and analytical mindset * Content Strategy * Branding Strategy * Team Leadership * Project Management * Problem-solving LLM Data Training, Generative AI & Prompt Engineering From optimizing workflows to designing effective prompts or creating custom AI models, I ensure that your AI-driven content is innovative, scalable, impactful, and aligned with your goals. * AI Workflow Optimization * Prompt Engineering & Prompt library creation * AI-Models Customization & Evaluation * AI data training and Quality Assurance * Data Analysis, Data labelling, Content moderation Editorial management As a native French speaker fluent in English and Spanish and a former chief editor, I help brands communicate seamlessly across language barriers. With experience in technical translation, localization, and proofreading, I ensure that your message is both accurate and culturally relevant to your target audience. * Multilingual editing and localization (EN/ES->FR) * Proofreading and editing for high-quality content * Multilingual copywriting and adaptation * Leading editorial teams Creative Copywriting and Storytelling: Over the years, I’ve worked extensively with renowned brands to develop copy that speaks to their audience, drives engagement, and enhances brand identity. Whether you need marketing campaigns, brand storytelling, or web content, I’ll bring a mix of creativity and strategic insight. * Brand storytelling * Creative Copywriting * Persuasive writing Let’s connect to discuss how I can help elevate your content strategy and leverage AI innovation for your brand’s success!
$180 hourly
Brenda M.
- 5.0
- (26 jobs)
Henderson, NV
Customer Experience
ClickFunnels
Project Management Professional
Business Presentation
Project Management Office
Business Operations
Strategic Planning
Process Improvement
Healthcare Management
Management Consulting
Leadership Development
Business Consulting

✅✅Specializing in helping business leaders and entrepreneurs identify and fix their most critical business problems (the weakest link) 🔗. Strategic. Data-Driven. Growth-Oriented. With 25+ years of leadership experience, I help businesses scale efficiently by optimizing operations, streamlining processes, and building high-performance teams. As a Fractional COO, I specialize in business transformation, operational efficiency, and process automation, ensuring companies achieve sustainable growth while maximizing profitability. 🔹 Expertise & Services: ✅ Business Process Optimization & Automation ✅ Operations Strategy & Scalable Growth Planning ✅ Performance Improvement & KPI Development ✅ Team Development & Leadership Training ✅ Change Management & Business Turnarounds ✅ Customer Experience (CX) & Journey Mapping ✅ Financial & Resource Planning for Sustainable Growth I've led multi-million dollar projects, worked with PE-backed firms, and built strategies that improve efficiency and profitability. Whether you're a startup needing structure or an established company struggling with inefficiencies, I provide hands-on leadership and strategic oversight to drive measurable results. Let’s discuss how I can help your business scale and thrive. 🚀 Industries Served: 🏥 Healthcare & Telehealth | 📈 SaaS & Tech | 🚀 Startups & PE-backed Companies 💡 Let’s connect! Whether you need a strategic operations partner or a problem-solver to fix inefficiencies, I’m here to help. Send me a message, and let’s explore how I can support your business success.
$35 hourly
Rai A.
- 4.5
- (4 jobs)
Islamabad, ISLĀMĀBĀD
Customer Experience
SaaS
Account Management
Revenue Management
Implementation
Team Building
FinTech Consulting
Cross Functional Team Leadership
FinTech
Growth Analytics
Customer Onboarding
Product Onboarding
CRM Software
Process Documentation
Sales Operations
Salesforce
Business Development
Customer Service
Customer Support
Sales Development

Profile Summary: If you are looking for someone who has genuinely lived Customer Success and Operations at a senior level - not just read about it - you are in the right place. Over nearly 7 years at Payactiv, one of the US's most recognized FinTech and EWA SaaS platforms, I progressed from Implementation Engineer all the way to Senior Manager of Growth Operations. Along the way I built, scaled, and optimized every customer-facing and operational function the company had. What I have delivered: Onboarded 2,000+ enterprise clients across the United States, managing end-to-end implementation with hundreds of payroll providers - ensuring smooth activations, high satisfaction rates, and long-term retention. Built and led a 30-member Customer Onboarding and Activation team entirely from scratch -handling hiring, training, performance metrics, and day-to-day operations. Owned the full post-sale customer journey from onboarding and activation through ongoing engagement, escalation management, and retention strategy. Designed and implemented company-wide SOPs, SLAs, and OLAs that brought consistency and accountability across 8+ departments. Partnered directly with the VP of Growth and C-suite leadership on revenue forecasting, pipeline management, strategic planning, and operational alignment. Managed full Salesforce CRM implementation - building dashboards, workflows, and reporting systems that gave leadership real-time visibility into customer health and pipeline performance. Led Sales Operations including RFP management, territory and quota design, compensation planning, and end-to-end sales funnel oversight. Collaborated with Product teams to translate customer feedback into platform improvements, directly influencing the product roadmap. Managed Middle East and APAC account relationships at Ranorex, handling pre and post-sale queries, product demos, and regional reporting to US leadership. Core areas of expertise: Customer Success Management and Strategy, Client Onboarding and Implementation, SaaS Sales Operations, CRM Management (Salesforce and HubSpot), SOP and SLA Development, Churn Prevention and Retention, Growth Operations and Revenue Forecasting, Cross-functional Team Leadership, FinTech and B2B SaaS Operations, Process Optimization and Redesign. Why work with me: Most professionals on Upwork have experience managing small accounts or handling support queues. My background is different. I have operated at the enterprise level - managing thousands of clients, building teams, working directly with C-suite executives, and designing the operational systems that make customer success and growth scalable. I also bring a founder's perspective. I currently lead two AI-powered ventures, which means I understand what it feels like to be on the client side - needing responsive partners, fighting for results, and expecting people who treat your business as seriously as their own. Whether you need someone to lead your Customer Success function, fix a broken onboarding process, clean up your CRM, build out your sales ops, or be the senior operational partner your growing SaaS company needs - I am ready to contribute from day one. Let's connect and talk about how I can help.
$100 hourly
Richard Y.
- 5.0
- (2 jobs)
San Francisco, CA
Customer Experience
Marketing
Startup Consulting
Solution Architecture
Marketing Automation

Startup Marketing Automation & Solution Consultant with Enterprise Experience Nurturing Customers. Startup Experience in: Customer Success, Solution Engineering/Architecture, Sales Engineering, Marketing, Operations, Non-Profits & Operations. 15+ years in property management of residential and commercial properties specializing in translating "pen and paper" processes to automated (usually free) online software solutions!
$35 hourly
Jessica M.
- 4.8
- (8 jobs)
San Francisco, CA
Customer Experience
Customer Engagement
Consumer Research
HTML
Customer Retention
NPS
Customer Retention Strategy
SaaS
Customer Support Plugin
CRM Software

Results-driven professional with 6+ years of experience helping startups - focus in the e-commerce fashion space, scale through customer success strategies, content marketing, and impactful social media campaigns. I’ve managed a $2.5M Book of Business annually working within B2B SaaS companies, supporting clients from onboarding through renewal while driving satisfaction, retention, and growth. My expertise spans fashion-focused e-commerce brands, including jewelry labels and multi-brand marketplaces, where I’ve delivered digital storytelling to fuel customer engagement and sales. On the content side, I not only lead social media strategy for campaign launches and community growth across Instagram, LinkedIn, and Facebook - but also blog regularly, bringing brands to life through authentic storytelling and SEO-friendly content that connects with their audience. - Customer onboarding, support, and lifecycle management - Account management with strong retention and upsell success - Social media planning and content creation - Blogging and content writing for brand storytelling and SEO - Cross-functional collaboration with sales, marketing, and product teams - CRM tools: Salesforce, Zendesk - Social tools: Canva, Instagram I bring a proactive mindset, sharp attention to detail, and a passion for helping fashion brands grow. Let’s work together to drive success and elevate your customer experience.
$35 hourly
Ashley R.
- 5.0
- (9 jobs)
Knoxville, TN
Customer Experience
Writing
Communication Skills
Multitasking
Marketing Communications
Leadership Skills

I come with a bachelor's in Communication, and a certification in Digital Marketing. I also founded and run my own marketing agency, Trailhead Solutions LLC. I am very proficient in writing, communication, and problem-solving. When I come across a problem, I am very determined and will not quit until it is solved.
$100 hourly
Dan Z.
- 5.0
- (6 jobs)
Buenos Aires, BUENOS AIRES F.D.
Customer Experience
Business Innovation
Business Strategy
New Product Innovation
Startup Consulting
Innovation Strategy
Agile Project Management
Scrum
Product Backlog
Business Analysis
Design Thinking
Product Roadmap
Project Management
Product Management

You’ve got a real product in the market and early customers, but growth has stalled? The roadmap is noisy, Sales is asking for “just one more feature,” and leadership is stuck between building too much and not knowing what to build next? I help founder-led, self-funded tech companies (20–50 people) turn that chaos into a product strategy and operating rhythm that scales. Who I’m best for • CEOs/CTOs in small tech companies (not startups) who are responsible for Product but don’t have a product background • Teams with first customers and signals of value, but inconsistent traction and no repeatable path to growth • Companies that need sharper strategy, better prioritization, and the confidence to say “no” (with evidence) What I do (choose 1 or combine) 1) Executive Product Coaching (CEO/CTO) - Clarify your product strategy, focus, and decision-making - Build your prioritization system and “no” muscle - Set expectations with Sales/Delivery/Customers without overbuilding 2) Fractional / Interim Head of Product - Stabilize the roadmap and execution - Install a lightweight product operating system (discovery → bets → delivery) - Coach your team while I lead (so you’re stronger after I leave) What you get (typical outcomes) • A clear “where we play / how we win” product direction • A prioritization framework your team actually uses • A roadmap that reflects strategy—not just requests • Better product decisions, faster learning cycles, fewer distractions • A healthier relationship between Product, Sales, and Delivery Proof & credibility • 15 years in Product / Tech leadership across multiple companies • Built and rebuilt product functions in companies like Valprovia, Speedgauge, and Uproad • University lecturer + 2 Master’s degrees • Fluent in English and Spanish (US & EU time zones) How I work Direct, structured, and outcome-focused. First, we diagnose what’s blocking growth (strategy, positioning, discovery, prioritization, org). Then we execute a 30–90 day plan with concrete decisions, rituals, and deliverables. No fluff, no “innovation theater.” If you’re a CEO/CTO carrying Product on your shoulders and want a practical partner to get you unstuck, send me a message with: 1) your product + ICP 2) where growth is stalling 3) what decisions you’re avoiding right now
$85 hourly
Elizabeth L.
- 5.0
- (23 jobs)
Seattle, WA
Customer Experience
Customer Support
Digital Transformation
Cross Functional Team Leadership
Leadership Coaching
Knowledge Management
AI Chatbot
Business Process Automation
KPI Metric Development
Service Level Management
SaaS
Project Management
Stakeholder Management
Business Operations
Generative AI

I implement and optimize support systems for growing teams. Hands-on execution and strategy included. WHAT I DO: → Zendesk/Intercom setup, customization & workflow configuration → Support process implementation & team training → Ticket backlog cleanup & operational firefighting → QA program execution & quality monitoring → Knowledge base creation & documentation → Performance reporting & metrics dashboards RECENT WINS: - Cleared 300+ ticket backlog in 2 weeks for enterprise software company - Built QA framework improving team scores from 68% to 92% - Created 200+ training documents & SOPs for startup support team - Managed 60,000+ legacy ticket resolution (30% → 82% CSAT improvement) - Reduced resolution time from 72 to 48 hours across 200+ agent organization IDEAL PROJECTS: ✓ Zendesk/Intercom setup & workflow configuration ✓ Ticket backlog cleanup & queue management ✓ Training program development & team onboarding ✓ Knowledge base buildout & content creation ✓ QA spot checks & quality monitoring (ongoing) ✓ Process documentation & SOP creation ✓ Reporting dashboards & metrics tracking setup PLATFORMS I WORK IN: Zendesk (expert) • Intercom (expert) • Salesforce • Freshdesk • Help Scout • Discord • Slack WORK STYLE: Hands-on, minimal meetings needed. I can jump into your system and start delivering value immediately. Available for 20-30+ hrs/week across multiple clients. Perfect for short-term implementation projects or ongoing optimization work. SKILLS: Customer Support, Zendesk, Intercom, Customer Service, Technical Support, Process Optimization, Documentation, Training & Development, Quality Assurance
$50 hourly
Justine G.
- 5.0
- (10 jobs)
Harrison, NY
Customer Experience
HubSpot
ClickUp
Online Sales Management
Project Management
Digital Marketing
Team Management
Customer Onboarding
Digital Project Management
Salesforce
Microsoft Office
Sales Strategy
Program Management
Account Management
Customer Support

Hi! My name is Justine and I'm based in New York. With over 15 years of experience in sales, I've honed my skills in various roles, including project management, account management, customer success management, operations, and marketing over the last 6 years in the online space. My professional journey revolves around assisting companies in streamlining their organizational processes, optimizing procedures, facilitating effective training programs, ensuring seamless billing operations, and building strong relationships with clients. I take pride in being a dedicated team player, exceptionally organized, and having a proven track record as a proactive problem solver. It would be an absolute pleasure to connect with you and explore how my expertise can contribute to addressing your company's unique needs and challenges.
$37 hourly
Mariano Esteban B.
- 4.9
- (39 jobs)
Buenos Aires, BUENOS AIRES F.D.
Customer Experience
Draft Documentation
Slack
Microsoft Word
In-App Support
Administrative Support
Legal Assistance
Online Chat Support
Customer Engagement
Immigration Law
Employer-Sponsored Visa

My name is Mariano E. Barrenechea, and I'm an experienced bilingual (EN/SP) Immigration Paralegal with four years of experience in family and humanitarian-based Immigration Law, and some experience with employment-based immigration as well. I am very well acquainted with the INA, the 8 C.F.R., Immigration case law, and have extensive experience with filings before USCIS, EOIR, and the BIA (always under the supervision of licensed U.S. Attorneys). If you require a paralegal with the ability to handle a case seamlessly, equipped with genuine legal knowledge rather than relying on templated document drafting, then look no further. I am well-prepared to assist with your caseload, tackle specific projects, and contribute to case strategy without the need for extensive training. Yours truly is the individual you seek for such tasks. As a seasoned Immigration Paralegal, I confidently manage cases from beginning to end with minimal oversight. I keep the attorney informed by sharing any concerns or potential issues that crop up along the way. Constructive feedback is always welcome, and I maintain a positive outlook when working with both clients and attorneys. My use of emotional intelligence allows me to establish genuine connections with clients, offering them a sense of comfort and confidence that their case is well taken care of. I'm well-versed in Immigration Litigation, including bond work, and removal defense (motion drafting, pleadings, preparation for IH and merits, as well as filing relief applications before EOIR). I also draft BIA Appeals, Circuit Court Appeals, and Writ of Mandamus petitions. On the USCIS front, I can handle the drafting of waivers (I-601, I-601A, I-612, I-192, and I-212), Asylum/42B/U/T/VAWA/SIJ applications, DACA/TPS filings, Medical Deferred Action, and Military Parole in Place requests, I-130 petitions (CP and AOS), responses to complex NOIDs/RFEs, I-290B, and appeals before the BIA. In the employment/business immigration end, I have experience with TN and E-2 Visas, EB2 NIW, EB-1A filings, and I-140 adjustments (with and without I-485). I pride myself on being a true team player, stepping up even during the most demanding moments. My capacity to thrive under pressure and meet deadlines allows the Attorney to delegate tasks confidently. Whether your firm is experiencing rapid growth or facing a significant caseload backlog, I am the ideal candidate to support and alleviate the workload efficiently. I am open to long-term, short-term, and per diem arrangements. Don't hesitate to shoot me a message if I can be of assistance.
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