You will get a designed L1 and L2 support structure with SLAs and escalation paths
Project details
If your support team handles every ticket the same way regardless of complexity, you are wasting your best agents on simple queries while difficult issues queue up unresolved.
I will design a clean L1 and L2 support structure built for your team size, ticket volume and product type. You will receive a complete framework covering entry criteria for each tier, SLA targets for response and resolution, escalation triggers and documented paths between tiers, a ticket triage guide for agents, and the KPIs to measure whether it is working.
I have built these structures for healthcare technology and BPO environments managing thousands of tickets per month across multiple regions and time zones. The framework I deliver is ready to implement the day you receive it.
Suitable for teams of 3 to 50 agents across any industry including SaaS, healthcare, ecommerce and technology.
I will design a clean L1 and L2 support structure built for your team size, ticket volume and product type. You will receive a complete framework covering entry criteria for each tier, SLA targets for response and resolution, escalation triggers and documented paths between tiers, a ticket triage guide for agents, and the KPIs to measure whether it is working.
I have built these structures for healthcare technology and BPO environments managing thousands of tickets per month across multiple regions and time zones. The framework I deliver is ready to implement the day you receive it.
Suitable for teams of 3 to 50 agents across any industry including SaaS, healthcare, ecommerce and technology.
Project Type
Ecommerce Management, Project Management, Virtual Assistance, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$300
|
Standard
$500
|
Advanced
$750
|
|---|---|---|---|
| Delivery Time | 5 days | 7 days | 10 days |
Number of Revisions | 1 | 2 | 3 |
Optional add-ons
You can add these on the next page.
Additional Revision
+$50Frequently asked questions
About Nikita
Operations Consultant & Support Leader | 10 Yrs | Healthcare /BPO/IT
Surat, India - 1:18 pm local time
My background is in running multi-region operations for healthcare technology and global BPO companies, managing L1–L2 support across seven applications simultaneously, building SLA frameworks and escalation logic from scratch, and keeping enterprise clients like HP, Xerox, and NCR happy across time zones. I have done this long enough to know that most operational problems are not tool problems- they are structure problems. I fix the structure.
On the practical side I work with Zendesk, Jira, and Freshdesk daily - configuring workflows, building reporting, designing agent queues, and setting up the automations that remove manual work from support teams.
I also work with ecommerce brands on product content- writing clear, conversion-focused product descriptions that reflect the brand's voice and give customers the information they actually need to buy.
I am available for fixed-price projects, hourly work, and ongoing monthly retainers. I work across US, UK, Australian, and European time zones and respond within a few hours during business days.
If something in your business is broken, underperforming, or just needs someone to own it properly - I would like to hear about it.
Steps for completing your project
After purchasing the project, send requirements so Nikita can start the project.
Delivery time starts when Nikita receives requirements from you.
Nikita works on your project following the steps below.
Revisions may occur after the delivery date.
Review your setup
I review the information you provide about your team, ticket volume, channels and any existing processes.
Design the tier structure
I design the L1 and L2 tier framework including entry criteria, SLA targets and escalation logic.