You will get a fractional support operations manager for 10 hours per week
Project details
You need someone to own your support operations but you are not ready for a full-time hire. That is exactly what this is for.
For 10 to 20 hours per week I will act as your support operations manager. I will monitor your team's SLA performance and flag issues before they become client problems, handle or advise on escalations above team level, maintain and improve your Zendesk or Jira setup, run your weekly ops review, improve processes continuously, and provide a clear weekly summary of how your support function is running.
You get the operational thinking of a senior support leader without the cost of a full-time employee.
I have run multi-region support operations for healthcare technology and BPO companies, managing L1 through L3 support across multiple products and client accounts simultaneously. I work across US, UK and Australian time zones and am available to start within one week.
For 10 to 20 hours per week I will act as your support operations manager. I will monitor your team's SLA performance and flag issues before they become client problems, handle or advise on escalations above team level, maintain and improve your Zendesk or Jira setup, run your weekly ops review, improve processes continuously, and provide a clear weekly summary of how your support function is running.
You get the operational thinking of a senior support leader without the cost of a full-time employee.
I have run multi-region support operations for healthcare technology and BPO companies, managing L1 through L3 support across multiple products and client accounts simultaneously. I work across US, UK and Australian time zones and am available to start within one week.
Project Type
Ecommerce Management, Project Management, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$1,500
|
Standard
$2,200
|
Advanced
$3,000
|
|---|---|---|---|
| Delivery Time | 30 days | 30 days | 30 days |
Number of Revisions | 0 | 0 | 0 |
Frequently asked questions
About Nikita
Operations Consultant & Support Leader | 10 Yrs | Healthcare /BPO/IT
Surat, India - 3:58 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.
Onboarding call
We have a 60 minute call to understand your team, tools, current challenges and priorities before I start any work.
Week one review
I review your current setup, SLA performance, reporting and key gaps and give you a written summary of what I find.