You will get Customer Support & SOP Operations
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
About Marco
Project Management | Customer Support Representative
Potchefstroom, South Africa - 5:51 am local time
I am comfortable with volume, minimal supervision, ambiguity, and customers who require someone with patience. I stay methodical under pressure, keep records clean, and take real ownership of the puzzles I am responsible for solving. I have also written SOPs, set up CRM pipelines in Zoho One and HubSpot, and coordinated across remote teams - so I can support operations beyond just answering tickets.
Where I shine:
🔹I’m comfortable working independently and taking initiative
🔹I treat your business with care, discretion, and ownership
🔹I communicate clearly and consistently
🔹Inbox and email management (organise, respond, escalate)
🔹Task tracking, follow-ups, and deadline management
🔹CRM setup and administration (quotes, contracts, forms, pipelines)
🔹Community and platform support (announcements, inboxes, updates)
🔹File organisation, documentation, and SOPs
🔹Video call support and behind-the-scenes execution
As a teacher, I developed strong communication skills, patience, and the ability to manage multiple priorities at once.
As a business owner, I built and ran systems, supported clients directly, handled escalations, and ensured nothing slipped through the cracks.
That combination makes me especially effective in roles that require trust, organisation, and follow-through.
If you need someone who shows up consistently, communicates clearly, and can improve the process alongside doing the work - I am a good fit.
Customer Support Representative
Most customer support roles ask you to follow the process. I help build it too. At GEM Solutions I handled client-facing communication and QA across 10-15 live projects simultaneously - fielding client questions, coordinating between teams, making sure issues were logged, followed up, and actually resolved.
I am comfortable with volume, minimal supervision, ambiguity, and customers who require someone with patience. I stay methodical under pressure, keep records clean, and take real ownership of the puzzles I am responsible for solving. I have also written SOPs, set up CRM pipelines in Zoho One and HubSpot, and coordinated across remote teams - so I can support operations beyond just answering tickets.
Where I shine:
- I’m comfortable working independently and taking initiative
- I treat your business with care, discretion, and ownership
- I communicate clearly and consistently
- Inbox and email management (organise, respond, escalate)
- Task tracking, follow-ups, and deadline management
- CRM setup and administration (quotes, contracts, forms, pipelines)
- Community and platform support (announcements, inboxes, updates)
- File organisation, documentation, and SOPs
- Video call support and behind-the-scenes execution
As a teacher, I developed strong communication skills, patience, and the ability to manage multiple priorities at once.
As a business owner, I built and ran systems, supported clients directly, handled escalations, and ensured nothing slipped through the cracks.
That combination makes me especially effective in roles that require trust, organisation, and follow-through.
If you need someone who shows up consistently, communicates clearly, and can improve the process alongside doing the work - I am a good fit.
Project Management
When something breaks in a client relationship, most people go quiet or pass it up the chain. I am the person who addresses it directly, figures out what went wrong, and makes sure the client hears from someone who actually knows what is happening.
At GEM Solutions I was the primary point of contact across 15 concurrent client accounts simultaneously. That meant handling queries, onboarding new clients, managing escalations, coordinating with designers and developers behind the scenes, and making sure nothing was left open or unresolved. I also built the intake forms, onboarding documentation, and SOPs that made the whole process more consistent for everyone involved.
Before that I ran a media studio for six years with no team, meaning every client relationship was entirely my responsibility from the first conversation to the final deliver I had to deliver branded content, design, copywriting, and digital work for business clients, combined with hands-on experience coordinating web campaigns, managing CMS content at scale, and keeping multiple projects moving simultaneously at a digital agency. I work across Figma, Canva, Adobe XD, WordPress, Webflow, HTML, CSS, and Google Analytics. I hold certifications in Google Digital Marketing, SEO, and HubSpot Digital Marketing. I understand how to build content that looks good, write copy that converts, and track whether any of it is actually working.
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.