You will get a support team playbook with SOPs, escalation logic and agent templates
Project details
If your support knowledge lives in people's heads and not in documents, every agent who leaves takes it with them. New agents take weeks to get up to speed. Tickets get handled inconsistently. Clients notice.
I will write a complete support playbook for your team covering ticket triage and prioritisation logic, escalation decision trees showing exactly when and how to move a ticket to the next tier, communication templates for your most common customer scenarios, guidance for handling difficult or angry customers, quality standards for every interaction, and an onboarding section so new agents can get productive quickly.
Written in plain language agents can use in real time, not a policy document that sits unread in a folder. Delivered in Word or Google Docs format. Before I start I will ask you about your team, product and most common ticket types so everything in the playbook reflects your actual operation rather than a generic template.
I will write a complete support playbook for your team covering ticket triage and prioritisation logic, escalation decision trees showing exactly when and how to move a ticket to the next tier, communication templates for your most common customer scenarios, guidance for handling difficult or angry customers, quality standards for every interaction, and an onboarding section so new agents can get productive quickly.
Written in plain language agents can use in real time, not a policy document that sits unread in a folder. Delivered in Word or Google Docs format. Before I start I will ask you about your team, product and most common ticket types so everything in the playbook reflects your actual operation rather than a generic template.
Project Type
Ecommerce Management, Project Management, Virtual Assistance, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$250
|
Standard
$450
|
Advanced
$650
|
|---|---|---|---|
| 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 - 9:24 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.
Understand your operation
I review your answers about your team, product, channels and most common ticket types so the playbook reflects your actual operation
Write the triage and escalation logic
I write the ticket triage framework and escalation decision trees so agents always know what to do and when to escalate