You will get SaaS Customer Support SOPs & SLA Setup (2-Day Delivery)
Project details
I specialize in creating tailored Standard Operating Procedures (SOPs) that bring structure, reduce onboarding time, and eliminate confusion in daily tasks. With 3+ years of experience supporting executives, project teams, and virtual businesses, I document your processes in a clean, easy-to-follow format that ensures team compliance and consistency.
Whether you’re a startup founder, online coach, HR manager, or team lead—I'll help you turn scattered processes into a streamlined knowledge base your team can rely on.
Each SOP is written from scratch, aligned with your brand voice, formatted professionally, and delivered in editable formats (Google Docs, Word, Notion, etc.).
Let's get started!
Whether you’re a startup founder, online coach, HR manager, or team lead—I'll help you turn scattered processes into a streamlined knowledge base your team can rely on.
Each SOP is written from scratch, aligned with your brand voice, formatted professionally, and delivered in editable formats (Google Docs, Word, Notion, etc.).
Let's get started!
Target Country
Worldwide, United Kingdom, CanadaWhat's included
| Service Tiers |
Starter
$50
|
Standard
$100
|
Advanced
$150
|
|---|---|---|---|
| Delivery Time | 2 days | 4 days | 7 days |
Number of Projects | 1 | 2 | 4 |
General Project Consulting | - | ||
Define Project Goals | |||
Define Deliverables & KPIs | - | ||
Establish Schedule & Milestones | |||
Risk Management | - | - | - |
Resource Management | - | - | - |
Budget Management | - | - | |
Project Reports | - | - | - |
Project Diagrams Provided | - | - | - |
Optional add-ons
You can add these on the next page.
Fast Delivery
+$70 - $200
Additional Project
(+ 1 Day)
+$20
General Project Consulting
(+ 3 Days)
+$50
Define Deliverables & KPIs
(+ 3 Days)
+$50
Project Reports Provided
+$50
Project Diagrams Provided
+$20Frequently asked questions
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KM
Kira M.
Oct 3, 2022
Virtual assistant for an online business
Thank you Eva, you were very understanding and communicated very effectively
DC
Darragh C.
Feb 9, 2022
In need of a chatter for discord NFT servers
This freelancer was awesome! However, I did the job myself. Thanks so much for your help!
About Eva
Customer Success Manager for B2B SaaS |Onboarding, Support & Retention
Abuja, Nigeria - 10:04 pm local time
I help B2B SaaS companies reduce churn by fixing customer onboarding, adoption, and post-sale customer service and customer support.
As a Customer Success Manager, I work with early-stage SaaS teams whose users sign up but struggle to activate, disengage early, or overload support teams across online chat support, email support, and phone support because processes aren’t clear.
I design structured SaaS onboarding workflows, reliable customer support operations, and retention systems that help users see value within the first 30–60 days and stay long-term. This includes setting up CRM/Customer Relationship Management workflows, defining SLAs, and creating clear paths for issue resolution so nothing slips through the cracks.
WHO I WORK WITH
• B2B SaaS founders handling onboarding, customer service, and support themselves
• Growing SaaS teams struggling with churn, activation, or messy support queues
• SaaS products that care about customer satisfaction, retention, and customer experience
WHAT I HELP YOU ACHIEVE
• Lower churn through structured customer onboarding
• Faster user activation and clearer product adoption
• Reliable customer support across chat, email communication, and phone communication
• Higher CSAT and long-term customer retention
CORE SERVICES (Customer Success for SaaS)
• Customer Success Management (onboarding, adoption, retention)
• SaaS Customer Onboarding setup and optimization
• Customer Support Operations (online chat support, email support, helpdesk)
• CRM & lifecycle workflows to reduce churn and response times
• Order tracking, issue resolution, and escalation handling
• Light administrative support / virtual assistance to keep operations running smoothly
PROVEN RESULTS
• Onboarded 10,000+ users across SaaS and digital platforms
• Reduced churn by up to 25% using proactive customer success systems
• Improved customer satisfaction from 60% to 100% through clear communication
• Built onboarding and support frameworks that teams could actually follow
I bring structured customer success processes, hands-on SaaS onboarding experience, and strong communication skills (written and spoken English) so customers feel supported and teams stay organized.
TOOLS I WORK WITH
✅ Intercom
✅ GoHighLevel
✅ Freshdesk
✅ Zendesk
✅ HubSpot
✅ ClickUp
✅ Asana
✅ Trello
✅ Slack
✅ Google Workspace
✅ Zoom
✅ Microsoft Teams
If you’re looking for a Customer Success Manager who can handle onboarding, customer service, customer support, and retention for your SaaS, send me an invite or message. I respond quickly and can start immediately.
Steps for completing your project
After purchasing the project, send requirements so Eva can start the project.
Delivery time starts when Eva receives requirements from you.
Eva works on your project following the steps below.
Revisions may occur after the delivery date.
Detailed Process Breakdown
I’ll conduct a structured review of your process (via your notes, voice memos, or call summaries) and organize it into logical steps, responsibilities, and tools.
Custom SOP Document
This SOP will include: • Title & SOP Number • Purpose & Scope • Roles & Responsibilities • Step-by-step Process • Tools & Templates Used • Visual Flowchart (on request) • Review & Update Section