You will get a customer support audit and action plan
Project details
If your customer support feels harder to manage than it should, this audit will help you see what is causing friction and what to fix first.
I review customer support systems, workflows, and customer experience to help businesses make support more organized, more sustainable, and more human. You will receive a detailed review of your current support setup, along with practical recommendations and a clear action plan you can use to improve both customer experience and support operations.
This project is a good fit for businesses that know support could be running better but are not sure where the biggest problems are. I work especially well with e-commerce and founder-led brands, though the same approach can be helpful for other businesses too.
Depending on your setup, I may review customer communication, workflows, inbox management, returns and exchanges, issue resolution, support documentation, policy gaps, team structure, training needs, and other areas where support may be feeling messy, inconsistent, or overly reactive.
My goal is to help you build support that feels clearer, calmer, and easier to manage.
I review customer support systems, workflows, and customer experience to help businesses make support more organized, more sustainable, and more human. You will receive a detailed review of your current support setup, along with practical recommendations and a clear action plan you can use to improve both customer experience and support operations.
This project is a good fit for businesses that know support could be running better but are not sure where the biggest problems are. I work especially well with e-commerce and founder-led brands, though the same approach can be helpful for other businesses too.
Depending on your setup, I may review customer communication, workflows, inbox management, returns and exchanges, issue resolution, support documentation, policy gaps, team structure, training needs, and other areas where support may be feeling messy, inconsistent, or overly reactive.
My goal is to help you build support that feels clearer, calmer, and easier to manage.
Purpose
BusinessIndustry
Business Services & Consulting, EcommerceLanguage
EnglishWhat's included
| Service Tiers |
Starter
$500
|
Standard
$800
|
Advanced
$1,100
|
|---|---|---|---|
| Delivery Time | 5 days | 5 days | 5 days |
Number of Hours of Work | 8 | 12 | 6 |
Scriptwriting | - | - | - |
Summary Report | |||
Social Media Replies | - | - | - |
Email Support | - | - | - |
Live Chat Support | - | - | - |
Frequently asked questions
About Karen
Customer Support Consultant + Fractional Manager for E-commerce Brands
100%
Job Success
Buffalo, United States - 1:13 pm local time
My work focuses on the big picture of customer service: how your support function works, where friction is happening, what your team needs, and what systems will help you grow without losing the customer experience along the way. I work especially well with owner-operators who need someone who can step in, understand the moving parts quickly, and turn messy or reactive support into something more thoughtful and sustainable.
I’m experienced in building the core pieces of a strong support operation, including SOPs, workflows, knowledge bases, KPIs, onboarding, team training, and day-to-day support structure. I can help with a specific project, take a broader look at your support systems overall, or provide fractional customer support leadership for brands that need experienced oversight without hiring a full-time manager.
I’m tech-savvy and quick to learn new platforms. I have hands-on experience with tools including Shopify, Zendesk, Gorgias, Hubspot, Confluence, Klaviyo, MailChimp, Google Workspace, and Microsoft Office, but the real value I bring is not just knowing the tools. It’s knowing how to use them to create better support for your customers and better processes for your team.
I can support you through a one-time project, a broader systems overhaul, or ongoing fractional customer support leadership if you need experienced help but are not ready for a full-time hire. I’m detail-oriented, honest, transparent, kind, and very good at taking in the big picture and breaking it down into practical, actionable steps.
Some of the ways I can help:
* Customer support audits and friction point analysis
* SOP and workflow development
* Knowledge base creation
* Team onboarding and training
* Support policy development
* KPI identification and support performance improvement
* Fractional customer support leadership and management
* Customer experience and communication improvements
* Defining your customer service philosophy and approach
If your support feels messy, inconsistent, too manual, or too dependent on one person, I can help you build something calmer and stronger.
Steps for completing your project
After purchasing the project, send requirements so Karen can start the project.
Delivery time starts when Karen receives requirements from you.
Karen works on your project following the steps below.
Revisions may occur after the delivery date.
Initial Meeting
This is a 30-60 minute meeting where we'll review your goals for the audit and I'll review my standard framework. At this time, or immediately after, you'll give me access to the systems necessary to complete the audit.
External Customer Service Audit
The initial phase of my audit begins with customer-facing information typically on a website or social media page(s). I'll be looking for consistency, accuracy, accessibility, and proactivity.