You will get Fractional Customer Support Manager
Top Rated
Project details
I Will Manage Your Customer Support Operations and Team. (Let me know if it is "Individual Contribution Role", I am also up for it)
I take over the daily management of your support operations so you can focus on business growth. With experience leading 110+ agents across global markets (LATAM, EMEA, APAC), I know how to manage large-scale 24/7 operations in high-pressure industries like Gaming and Education.
I handle the "people & process" side: managing rosters, ensuring agents hit their targets, and maintaining high quality. I have a track record of achieving 90+ CSAT, 92% SLA adherence and 98% QA accuracy. Whether you use Intercom, Zendesk, or email, I ensure your team runs efficiently, and your customers get fast answers.
Deliverables:
1. Team Leadership: Daily management, rostering, and performance tracking for global teams. I am also okay if there is no team.
2. Quality Assurance (QA): Implementing training frameworks and ticket reviews to boost QA scores (proven 25% improvement).
3. Process Optimization: Creating Standard Operating Procedures (SOPs) to reduce handling time.
4. Performance Reporting: Weekly reports on CSAT, Response Times, and Team Productivity
I take over the daily management of your support operations so you can focus on business growth. With experience leading 110+ agents across global markets (LATAM, EMEA, APAC), I know how to manage large-scale 24/7 operations in high-pressure industries like Gaming and Education.
I handle the "people & process" side: managing rosters, ensuring agents hit their targets, and maintaining high quality. I have a track record of achieving 90+ CSAT, 92% SLA adherence and 98% QA accuracy. Whether you use Intercom, Zendesk, or email, I ensure your team runs efficiently, and your customers get fast answers.
Deliverables:
1. Team Leadership: Daily management, rostering, and performance tracking for global teams. I am also okay if there is no team.
2. Quality Assurance (QA): Implementing training frameworks and ticket reviews to boost QA scores (proven 25% improvement).
3. Process Optimization: Creating Standard Operating Procedures (SOPs) to reduce handling time.
4. Performance Reporting: Weekly reports on CSAT, Response Times, and Team Productivity
What's included $2,000
These options are included with the project scope.
$2,000
- Delivery Time 31 days
- Number of Hours of Work 40
- Scriptwriting
- Summary Report
- Social Media Replies
- Email Support
- Live Chat Support
4 reviews
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NL
Nir L.
Jun 22, 2026
Supplier Support Ecosystem Migration
A super organized and talented CX expert, highly recommended!
AH
Aetherion H.
May 29, 2026
Intercom CX Expert | Intercom Setup for DTC Brands
I had the most positive experience ever working with Kushal, and I would highly recommend him for any of your Intercom-related work. He truly cares for his clients like no other and is always going the extra step to provide them value and help them out wherever needed, and provide the support his clients need to help them succeed.
SJ
Stevon J.
Jan 7, 2026
Customer Success Manager (Full-Time, Remote – CT Hours)
Kushal is a highly reliable CX professional who quickly understood our product and customers. He strengthened onboarding and activation, supported the rollout of an AI-powered support agent, and handled customer support with consistency, empathy, and strong CSAT. His communication was clear, his work was structured, and he consistently delivered high-quality outcomes. Highly recommended.
GM
Gustinas M.
May 2, 2025
Customer Support Agent (Zendesk, Messenger) needed for an EdTech start-up
Kushal was welcomed to our team as the first Customer Success Manager - he quickly grew and started owning the CX process from start to finish as a professional. Kushal participated in our team meetings, created and executed initiatives such as AI integration into CS process - it greatly improved our CSAT and reply times - customers were constantly leaving positive feedback about great interactions with our customer support team.
Would recommend Kushal to anyone wanting to improve their CX/CS operations, integrate AI into the process and make customers happy!
Would recommend Kushal to anyone wanting to improve their CX/CS operations, integrate AI into the process and make customers happy!
About Kushal
CX Ops & Support Systems- Intercom, Zendesk, Fin AI Agent & Automation
100%
Job Success
Kolkata, India - 10:58 pm local time
I've spent 8 years inside CX operations across SaaS, eCommerce, EdTech, and video gaming. Not in a strategy role—hands-on. Building the systems, running the inbox, training the AI, fixing what's broken, and staying long enough to make sure it holds.
I approach every engagement the same way: understand what's broken before building anything. That means auditing support flows, ticket patterns, and where customers get stuck—then fixing the right things, not just the obvious ones.
At SquadTrip, I was the only CX person at a 7-person startup for 6 months. I built their VoC program, redesigned onboarding, launched a Fin AI Agent that resolved 55% of tickets automatically, and grew activation 2.3x.
At Leya AI, I migrated their full support stack from Zendesk to Intercom, built a self-serve ecosystem, and moved CSAT from 69% to 91% — with 61% self-service resolution — over 15 months.
On the eCommerce side, I set up Intercom and Shopify for Try Doggo Labs at launch and am building end-to-end support operations for an active fitness eCommerce brand. At Manifest Movies, I set up their Intercom + Stripe system from day one.
At Arise Gaming, I led a 110-member global support team across EMEA, LATAM, and APAC. CSAT went from 79% to 92%. FRT dropped from 3 hrs to 1.48 hrs.
I don't hand over a plan and disappear. I stay, run the system, improve it, and make sure it outlasts my involvement.
What I typically own in a long-term engagement:
- Customer support operations — inbox setup, team inbox structure, routing rules, SLA configuration, escalation logic, macros, quality
- Fin AI Agent — Procedures, Simulations, resolution rate optimization, and AI Copilot configuration for human agents
- Voice of Customer programs—CSAT, NPS, CES surveys, ticket tagging, user interviews, closed-loop feedback to product, churn signal tracking
- Self-serve support and ticket deflection—Help Center structuring for AI, knowledge base, in-product help triggers, support deflection strategy
- Customer journey mapping — identifying drop-off points, friction, and moments of truth across the full lifecycle
- Lifecycle emails and customer lifecycle management—onboarding, activation, retention, re-engagement, A/B testing
- Automation—Intercom Workflows, Make, n8n, Zapier, support automation
- Service design—repeatable, scalable processes and SOPs teams can actually follow
- Monthly reporting — turning CX data into clear insights for founders and leadership
For shorter setup and implementation projects, I build:
- Intercom from scratch—inbox configuration, team inboxes, routing rules, Workflows, automations, Help Center, Fin AI agent procedures, and Simulations
- Zendesk setup—Zendesk Messaging, skill-based routing, SLA configuration, triggers, macros, Knowledge Base
- Platform migrations — Zendesk to Intercom and reverse
- Shopify + Intercom integrations for eCommerce support automation — order lookups, returns, shipping queries, escalation guardrails
- Fin AI Agent and Zendesk AI implementation for SaaS, EdTech, and eCommerce products
- CX audits—structured review of support flows, ticket patterns, and escalation logic, delivered as a clear action plan
Recent setup work:
- Manifest Movies — Intercom setup and CX project management for a streaming platform
- Try Doggo Labs—Full Intercom setup for an eCommerce launch including macros, Help Center, routing, and tags
- Fitness eCommerce startup (active)—Building end-to-end customer support operations, including Intercom setup, Workflows, and automations
Results that matter:
- 2.3x activation growth — SquadTrip (SaaS)
- 61% self-service resolution — Leya AI (EdTech)
- CSAT 69% → 91% — Leya AI
- 72% support automation rate—Leya AI VoC revamp
- CSAT 79% → 92%, FRT cut from 3 hrs to 1.48 hrs—Arise Gaming (Video Gaming)
- 80% reduction in hold time — Arise Gaming
- +14 pts email open rate on onboarding lifecycle emails—SquadTrip
Tools: Intercom (Certified) | Zendesk | Fin AI Agent | Make | Shopify | Hotjar | Google Sheets | Slack | Claude | SQL (basic) | CX/CS Management
If you want someone who'll stay and run your CX — not just set it up and leave — I'd love to hear what you're working on.
Steps for completing your project
After purchasing the project, send requirements so Kushal can start the project.
Delivery time starts when Kushal receives requirements from you.
Kushal works on your project following the steps below.
Revisions may occur after the delivery date.
Discovery Call
During discovery sessions, I understand customer needs and goals to confirm if this package is the right fit.
Requirements Collection & Process Mapping
I work closely with you to understand your business needs, identify key workflows, and prioritize the features required for your project.