You will get a customer support audit with a 30-day automation roadmap
Project details
You will get a clear, written assessment of where your customer support operation is leaking time and CSAT — and a prioritized 30-day plan to fix it.
What makes this different: I spent four years inside a fast-scaling global support operation (inDrive, ride-hailing). I went from agent to Automation Project Manager, so the audit is shaped by what actually works on the floor, not just theory.
Who this is for: support and CX leaders who feel their team is firefighting more than improving — launching a new market, scaling fast, or trying to roll out automation without breaking quality.
Deliverables tailored to each tier (audit only, audit + roadmap, audit + roadmap + macro kit). All work is COPC-aligned and built around your existing tooling — no vendor lock-in.
What makes this different: I spent four years inside a fast-scaling global support operation (inDrive, ride-hailing). I went from agent to Automation Project Manager, so the audit is shaped by what actually works on the floor, not just theory.
Who this is for: support and CX leaders who feel their team is firefighting more than improving — launching a new market, scaling fast, or trying to roll out automation without breaking quality.
Deliverables tailored to each tier (audit only, audit + roadmap, audit + roadmap + macro kit). All work is COPC-aligned and built around your existing tooling — no vendor lock-in.
Purpose
BusinessLanguage
EnglishWhat's included
| Service Tiers |
Starter
$150
|
Standard
$350
|
Advanced
$750
|
|---|---|---|---|
| Delivery Time | 5 days | 7 days | 14 days |
Number of Hours of Work | 6 | 12 | 25 |
Scriptwriting | - | - | - |
Summary Report | - | - | - |
Social Media Replies | - | - | - |
Email Support | - | - | - |
Live Chat Support | - | - | - |
About Ahmed
CX Operations Lead | Process Automation, QA, Coaching | COPC Certified
Sale, Morocco - 8:59 am local time
I joined inDrive (a global ride-hailing platform) as the first employee in Morocco. Over four years I grew from frontline Customer Support Agent → Senior Agent → Supervisor → Automation Project Manager, while the Moroccan market grew to #1 in the country. I have lived every layer of a support operation, from a single ticket to the system that routes thousands of them.
What I do for clients:
• Automate repetitive support workflows (macros, triage, escalation paths, AI-assisted replies) to lower AHT and free agents for high-value cases.
• Stand up or fix the operating system of a support team — QA scorecards, SLA/CSAT tracking, coaching loops, KPI dashboards — using COPC High-Performance Management methods.
• Write the SOPs, knowledge base articles, and training material that keep a growing team consistent.
• Partner with Product and Engineering to ship support-side product improvements that move CSAT, not just deflect tickets.
Recent results at inDrive:
• Led automation projects that reduced handling time on the highest-volume case types while keeping CSAT trending up.
• Owned SLA and CSAT for a multi-channel support team; coached agents toward COPC-aligned performance targets.
• Built knowledge-base and SOP libraries that became the single source of truth for new-hire onboarding.
Tools and methods: Zendesk-style ticketing, macros / triggers / automations, AI assist tools, QA scorecards, KPI/OKR tracking, SOP and KB authoring, COPC HPMT, Lean process mapping.
Languages: English (fluent), Arabic (native), French (basic).
If you're scaling a support team, launching a new market, or trying to automate the parts of your CX that don't need a human, send me a message — I'll tell you within 24 hours whether I can help and how.
Steps for completing your project
After purchasing the project, send requirements so Ahmed can start the project.
Delivery time starts when Ahmed receives requirements from you.
Ahmed works on your project following the steps below.
Revisions may occur after the delivery date.
Discovery call (60 min)
We walk through your support operation together. I learn how your team works, what tools you use, where time goes, and what success looks like for you.
Workflow audit
I map your top 10 case types by volume, look at where AHT spikes and CSAT drops, and identify the biggest automation and process opportunities for your team.