You will get a customer support operations playbook with KPIs, QA, and AI workflows
Project details
I run a multilingual customer support team for a major consumer SaaS client and have spent five years building the exact systems this project delivers. My team supports various [English, Turkish and other] queues at production scale, hitting weekly targets like TTFR 90%, RES 85%, and ASAT 85%. The playbooks, scorecards, and AI workflows you receive are battle tested on real customers, not pulled from a course.
Most CS consultants hand you a generic framework. You will get something different. KPI scorecards I actually use to manage 18 advisors. QA rubrics with auto flags for what matters. SOPs for your top 10 ticket types. A Claude or GPT prompt library for triage, drafting, and QA.
Multilingual operations are a particular strength. I am a native Turkish speaker with a Translation and Interpretation degree from Marmara University and work daily across English and Turkish queues. If your team supports non English customers, that guidance is included at no extra cost.
If you run a CS team and want to stop reinventing the wheel, this package gives you a working operations stack you can deploy in under two weeks.
Most CS consultants hand you a generic framework. You will get something different. KPI scorecards I actually use to manage 18 advisors. QA rubrics with auto flags for what matters. SOPs for your top 10 ticket types. A Claude or GPT prompt library for triage, drafting, and QA.
Multilingual operations are a particular strength. I am a native Turkish speaker with a Translation and Interpretation degree from Marmara University and work daily across English and Turkish queues. If your team supports non English customers, that guidance is included at no extra cost.
If you run a CS team and want to stop reinventing the wheel, this package gives you a working operations stack you can deploy in under two weeks.
Purpose
BusinessIndustry
Business Services & Consulting, Cybersecurity, Data Analytics, Ecommerce, Education, Financial Services, Gaming, Logistics & Supply Chain Management, Marketing & Advertising, Media & Entertainment, Software, TelecommunicationsLanguage
EnglishWhat's included
| Service Tiers |
Starter
$49
|
Standard
$179
|
Advanced
$449
|
|---|---|---|---|
| Delivery Time | 3 days | 5 days | 10 days |
Number of Hours of Work | 3 | 12 | 25 |
Scriptwriting | - | - | - |
Summary Report | - | - | - |
Social Media Replies | - | - | - |
Email Support | - | - | - |
Live Chat Support | - | - | - |
Optional add-ons
You can add these on the next page.
Fast Delivery
+$25 - $149
Extra Walkthrough Call
(+ 1 Day)
+$89
Multilingual Adaptation
(+ 2 Days)
+$129
Implementation Support
+$199Frequently asked questions
About Burak
Customer Support Operations + AI Workflows | Multilingual (TR/EN)
Corum, Turkey - 5:03 pm local time
Over the past 5+ years I have gone from handling tickets and live messaging conversations to leading an 18 person multilingual customer support operation for a major consumer SaaS client. I manage various queues, run structured coaching programs, and consistently hit KPIs like 95% QA scores and 90%+ TTFR.
What I actually deliver:
- KPI scorecards and weekly performance dashboards
- QA evaluation rubrics with auto flags for the failures that matter
- SOPs for top ticket types and escalation playbooks
- AI prompt libraries for ticket triage, draft replies, and QA review (Claude, ChatGPT, Gemini, n8n)
- Coaching frameworks
On the AI side I am a native Turkish speaker with a Translation and Interpretation degree from Marmara University, and I build production tools. That makes me one of the few people on Upwork who can both run a CS operation and evaluate Turkish AI outputs for naturalness, cultural fit, and safety at the same level of rigor.
Best fit if you are:
- A SaaS or consumer app team needing CS operations help
- An AI lab needing Turkish dataset evaluation or cross cultural safety review
- An ops leader who wants AI built into the workflow, not bolted on later
Available for fixed scope projects through my Project Catalog or for hourly retainer work. Native Turkish, C2 English.
Steps for completing your project
After purchasing the project, send requirements so Burak can start the project.
Delivery time starts when Burak receives requirements from you.
Burak works on your project following the steps below.
Revisions may occur after the delivery date.
Intake review
I read your requirements and current state materials, flag anything I need clarified, and confirm scope before starting the work.
Current state assessment
I map your existing setup against best practice and identify the highest leverage gaps. Output is a one to two page findings doc.