You will get a CX Command Kit with SOPs, QA loops and escalation paths
Rising Talent
Rising Talent
Project details
Most customer-facing teams do not need more random documents. They need a simple operating system that connects SOPs, escalation rules, QA feedback, coaching actions and KPI follow-up into one clear rhythm.
I will help you turn scattered support or customer success operations into a practical CX Command Kit your team can actually use. Depending on the package, I will review your current workflow, identify SOP and escalation gaps, map ownership points, design a QA-to-coaching loop, and create a simple KPI follow-up structure.
This project is ideal for founders, startups, agencies, SaaS teams and customer-facing operations that are growing but struggling with inconsistent handoffs, unclear escalation paths, repeated customer issues, weak process visibility or coaching that does not turn into action.
My approach is practical, structured and execution-focused. The goal is not to create a heavy corporate manual. The goal is to give your team a clear system to work better with customers.
I will help you turn scattered support or customer success operations into a practical CX Command Kit your team can actually use. Depending on the package, I will review your current workflow, identify SOP and escalation gaps, map ownership points, design a QA-to-coaching loop, and create a simple KPI follow-up structure.
This project is ideal for founders, startups, agencies, SaaS teams and customer-facing operations that are growing but struggling with inconsistent handoffs, unclear escalation paths, repeated customer issues, weak process visibility or coaching that does not turn into action.
My approach is practical, structured and execution-focused. The goal is not to create a heavy corporate manual. The goal is to give your team a clear system to work better with customers.
Project Type
Project Management, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$65
|
Standard
$175
|
Advanced
$325
|
|---|---|---|---|
| Delivery Time | 2 days | 5 days | 8 days |
Number of Revisions | 1 | 2 | 2 |
Frequently asked questions
About Juan Esteban
Customer Success & CX Operations | SOPs, CRM Workflows, Coaching
Medellin, Colombia - 4:43 am local time
My background combines customer experience leadership, team coaching, process improvement, CRM workflows, SOPs, escalation handling, training routines, performance follow-up, and commercial execution. I have worked in high-volume international CX environments, including a U.S. insurance operation that scaled in Colombia from approximately 100 to 460 agents.
I can help with:
• Customer Success and CX operations
• SOP creation and process documentation
• CRM and customer follow-up workflows
• Client onboarding processes
• Support team routines and coaching structures
• QA feedback loops and escalation handling
• KPI, SLA, productivity and performance tracking
• Google Sheets / Excel tracking systems
• Bilingual English-Spanish customer communication
What clients can expect from me:
• Clear and structured communication
• Reliable follow-up
• Practical documentation
• Strong ownership
• Customer-facing experience
• Process-oriented execution
• A hands-on mindset focused on making operations easier to manage
I work well with founders, remote teams, agencies, SaaS companies, and customer-facing operations that need better processes, clearer execution, and stronger customer experience.
Steps for completing your project
After purchasing the project, send requirements so Juan Esteban can start the project.
Delivery time starts when Juan Esteban receives requirements from you.
Juan Esteban works on your project following the steps below.
Revisions may occur after the delivery date.
Diagnose the current workflow
I review your team structure, tools, current process, pain points, existing documentation and customer-facing workflow to identify the main gaps.
Map SOP and escalation gaps
I map where ownership, SOPs, handoffs, escalation rules and decision points need to be clearer so the team can execute with more consistency.