You will get a Zendesk audit that reveals what's breaking your support ops
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Top Rated
Project details
Most Zendesk setups weren't designed — they grew.
Triggers were added without documentation. Automations overlap. Queues weren't built for the volume the team is now handling. Escalation paths live in people's heads. And the reports don't tell you why things are breaking — only that they are.
This audit changes that.
I review your Zendesk environment and support operations from the inside — configuration, workflows, routing logic, queue structure, escalation paths, backlog health, and reporting — and deliver a clear, prioritized breakdown of what's broken, what's at risk, and what to fix first.
You'll finish this engagement knowing exactly what's causing your backlog, response time problems, and CSAT inconsistencies — and what it takes to fix them.
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HOW IT WORKS
After you place your order, I'll send you a short intake form. I begin the audit. You'll receive your findings report by the delivery date — and for Standard and Advanced tiers, we'll walk through it together on a call.
If you're not sure which tier fits, message me first — I'm happy to help you figure out what level of review makes sense before you order.
Triggers were added without documentation. Automations overlap. Queues weren't built for the volume the team is now handling. Escalation paths live in people's heads. And the reports don't tell you why things are breaking — only that they are.
This audit changes that.
I review your Zendesk environment and support operations from the inside — configuration, workflows, routing logic, queue structure, escalation paths, backlog health, and reporting — and deliver a clear, prioritized breakdown of what's broken, what's at risk, and what to fix first.
You'll finish this engagement knowing exactly what's causing your backlog, response time problems, and CSAT inconsistencies — and what it takes to fix them.
────────────────────────
HOW IT WORKS
After you place your order, I'll send you a short intake form. I begin the audit. You'll receive your findings report by the delivery date — and for Standard and Advanced tiers, we'll walk through it together on a call.
If you're not sure which tier fits, message me first — I'm happy to help you figure out what level of review makes sense before you order.
Project Type
Project Management, Virtual Assistance, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$350
|
Standard
$550
|
Advanced
$850
|
|---|---|---|---|
| Delivery Time | 5 days | 7 days | 10 days |
Number of Revisions | 0 | 1 | 1 |
Optional add-ons
You can add these on the next page.
Priority 48-hour start
+$75
Written SOPs for top 3 fixes
+$150
Extra 30-min follow-up call
+$75Frequently asked questions
4 reviews
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MM
Mike M.
Jul 1, 2026
QA editor for online corporate education courses
She did a good job and was very responsive
SC
Sami C.
Apr 20, 2026
🚀 Expert Zendesk Messaging consultant
KT
Karen T.
Jan 3, 2026
LinkedIn Profile Optimization for Job Search
Faye exceeded my expectations. Her expertise led me to expand the scope of the project for an even stronger result, and her communication made the collaboration seamless.
AI
Anata I.
Nov 10, 2025
Tester
About Faye Margaret
Zendesk Admin & Expert | Support Ops Director | Business Consultant
100%
Job Success
Struer, Denmark - 1:27 pm local time
Most support teams don't have a people problem. They have a systems problem.
Tickets pile up because workflows are broken, ownership is unclear, and Zendesk is still configured for a business that no longer exists. QA is reactive. Reporting shows volume, not direction. AI agents were deployed but nobody measured whether they actually worked.
I fix that.
I help SaaS and eCommerce companies turn customer support from a cost center into a functioning operation — through Zendesk configuration, AI agent deployment, QA systems, analytics, and support leadership. Over 16+ years in customer operations, including 4+ years as Head of Support and Enterprise Zendesk Administrator. I've managed remote-first support teams of 2 to 100+ agents across eCommerce, SaaS, and tech — covering phone, chat, and email.
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WHAT I DELIVER
✔ 95%+ CSAT across 4,500+ monthly customer interactions
✔ 28% reduction in average resolution time through Zendesk workflow redesign
✔ 30% inbound ticket deflection through AI agents and automation
✔ 30–60% backlog reduction within weeks of engagement
✔ 8 QA rubrics built and deployed, improving first-contact resolution by 18%
✔ $500K+ in annual operational savings through process and tooling improvements
✔ $300K/year saved through system and user license audits alone
✔ Agent onboarding time cut from 150 days to 30 days
✔ 10 Help Centers launched in 9 months
✔ 20+ teams trained in Zendesk administration, workflows, and best practices
✔ Custom Zendesk apps configured and deployed for specialized team workflows
✔ Executive dashboards and KPI reporting built from scratch across multiple accounts
These aren't estimates. You can see the work in my portfolio.
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WHAT I CAN HELP WITH
✦ Zendesk implementation, audits, cleanup, and configuration overhaul
✦ AI Agent setup, routing logic, automation, and deflection measurement
✦ Triggers, automations, macros, views, forms, and ticket taxonomy design
✦ Custom app setup and Zendesk Marketplace configuration
✦ QA scorecards, calibration programs, and coaching frameworks
✦ SLA design, FCR improvement, and backlog reduction
✦ KPI dashboards, support analytics, and executive reporting
✦ Help Center architecture and knowledge management
✦ SOPs, escalation paths, and operational documentation
✦ Agent onboarding, training programs, and Zendesk team enablement
✦ Interim Support Management and Fractional Head of Support
✦ End-to-end support oversight for small teams (2–10 agents) across phone, chat, and email
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YOU MAY BE A GOOD FIT IF...
✦ Your backlog grows faster than your team can resolve it
✦ Zendesk is underutilized, misconfigured, or built for a team you no longer have
✦ You're running AI but can't point to concrete deflection numbers
✦ Processes live in Slack threads instead of documented workflows
✦ QA is inconsistent, informal, or doesn't exist yet
✦ Your reporting tells you what happened, not what to fix
✦ You're building a support function from scratch and need it done right the first time
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HOW I WORK
Every engagement starts with an audit. I look at what's actually configured, what's broken, and what's costing you time and money that nobody has quantified yet. From there, I prioritize what moves the needle first — not what looks impressive in a proposal. I don't hand off a configuration and disappear. I build systems your team can operate and your leadership can trust.
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WHAT CLIENTS SAY
"Faye has significant technical expertise in Support Operations tools — Zendesk, HubSpot, Zapier. She is the go-to expert not only for her team but for key business partners. She developed a robust learning program that helped the team gain and retain proficiency in their key tools, and uses 1:1 coaching to constantly elevate her team members." — Abhishek, SVP
"Faye is customer-centric. She went through a lot of tickets, scenarios, and consultations to arrive at a QA roadmap that reflects the company's culture. The behaviors she asked every customer support specialist to demonstrate transcended the team. My colleagues and I unknowingly learned to apply those quality attributes across all our communications. She sets a genuinely good example." — Jill, Team Lead
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BEFORE YOU MESSAGE ME
Check my portfolio first. It shows the actual deliverables — QA frameworks, Zendesk builds, onboarding systems, and reporting structures: so you can judge the quality of the work before we talk or chat. If what you see matches what you need, send me a message with a brief description of your current setup and your biggest pain point.
Steps for completing your project
After purchasing the project, send requirements so Faye Margaret can start the project.
Delivery time starts when Faye Margaret receives requirements from you.
Faye Margaret works on your project following the steps below.
Revisions may occur after the delivery date.
Configuration review
Once you provide admin-level Zendesk access, I review your Zendesk triggers, automations, macros, routing logic, tags, queue structure, and configuration setup to identify misfires and gaps.
Operational review
I assess escalation paths, SLA setup, backlog health, ownership gaps, reporting visibility, and workflow risks affecting support performance.