You will get Customer Support & SOP Operations
Rising Talent
Project details
Most customer support services focus solely on answering tickets. I focus on resolving customer issues while actively improving your operations behind the scenes. With a background running my own media studio and managing operations for a digital agency, I specialize in building organized systems out of chaos. Whether you need an empathetic professional to manage your support inbox, clean up a messy CRM, or map out clear Standard Operating Procedures (SOPs) so your business can scale, I take complete ownership of the puzzles I am assigned. What you can expect from this project:Professional, highly responsive email & inbox management. Strategic CRM pipeline clean-ups (Zoho One, HubSpot, ClickUp). Detailed documentation and step-by-step SOP development. Methodical problem-solving and patient handling of customer escalations. I bring the patience of a former educator combined with the strict accountability of a business owner. Let's get your workflows organized and your customers taken care of
Purpose
BusinessIndustry
Business Services & Consulting, Data Analytics, Education, Events Planning, Financial Services, Marketing & Advertising, Media & Entertainment, Retail & Wholesale, Software, Sports & Fitness, TelecommunicationsLanguage
EnglishWhat's included
| Service Tiers |
Starter
$150
|
Standard
$300
|
Advanced
$600
|
|---|---|---|---|
| Delivery Time | 3 days | 5 days | 7 days |
Number of Hours of Work | 5 | 10 | 20 |
Scriptwriting | - | - | - |
Summary Report | - | - | |
Social Media Replies | - | - | |
Email Support | |||
Live Chat Support |
Optional add-ons
You can add these on the next page.
Fast Delivery
+$35
Additional Hour of Work
+$35Frequently asked questions
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VI
Vasilii I.
Jul 10, 2026
GoHighLevel Project Manager
About Marco
Project Management | Customer Support Representative
Potchefstroom, South Africa - 8:22 am local time
I make that space calmer.
At GEM Solutions, I was the main point of contact across up to 15 active client accounts. I handled client questions, onboarded new customers, managed escalations, coordinated with designers and developers, tracked deadlines, reviewed work before delivery, and made sure open issues were followed through rather than quietly forgotten.
I also built much of the system behind that work.
The agency was relying heavily on WhatsApp messages, verbal handovers, and scattered information, so I built its ClickUp workspace from scratch. That included project templates, custom statuses, task ownership, deadlines, intake forms, milestone tracking, reminders, and QA workflows.
I wrote 14 practical SOPs covering onboarding, client communication, CRM workflows, QA, invoicing, and handover. I also introduced a clearer bug-reporting process using reproduction steps, screenshots, priorities, and assigned owners. This helped reduce average issue-resolution time from around five days to under two, while proactive client updates reduced chasing messages by roughly 60%.
More recently, I supported a short workflow project with Tailwind.ai, translating onboarding and CRM requirements into an Asana build containing 21 main cards and 136 subtasks. The work involved mapping dependencies, surfacing missing decisions, and turning a broad process into something the team could actually follow.
Before that, I ran my own media studio for six years. Every client relationship was my responsibility from the first conversation through delivery and ongoing support. I handled proposals, contracts, timelines, feedback, invoices, contractors, technical issues, and the occasional difficult conversation nobody particularly wanted to have.
I can help with:
Project coordination, timelines, risks, and follow-ups
Client onboarding and ongoing communication
Customer support, escalations, and issue ownership
ClickUp and Asana workspace organisation
CRM administration in Zoho One, HubSpot, and Salesforce
QA testing, bug tracking, and delivery checks
SOPs, process documentation, and internal knowledge bases
Remote team, developer, designer, and freelancer coordination
Inbox management, meeting notes, and action tracking
Website, CMS, form, and browser troubleshooting
My background in teaching also gave me something that translates surprisingly well into client work: patience. I know how to explain unfamiliar information clearly, adjust to different communication styles, and stay calm when someone is frustrated or confused.
I work well with minimal supervision, shifting priorities, and businesses where the documentation is still being built. I do not need everything to be perfectly organised before I begin. Organising it is often the reason I am there.
If you need someone who can keep clients confident, keep the team moving, and improve the system while doing the work, that is where I fit best.
Steps for completing your project
After purchasing the project, send requirements so Marco can start the project.
Delivery time starts when Marco receives requirements from you.
Marco works on your project following the steps below.
Revisions may occur after the delivery date.
Discovery & Access Provisioning
We will map out your current customer workflows and grant secure access to your necessary tools, CRM, or helpdesk platforms.
Support Execution & Bottleneck Auditing
I step in to handle active support tickets and customer interactions, while simultaneously tracking recurring customer friction points or system gaps.