You will get I will audit your customer support ops & deliver a prioritised action plan
Project details
Is your support team working hard but still falling behind?
Inconsistent processes, rising ticket volume, patchy onboarding, and tools that don't talk to each other — these are signs your support operation needs a structural fix, not just more headcount.
This audit gives you clarity on exactly what's broken and what to fix first.
What's included:
✓ Review of your current support workflows and ticket handling process
✓ Assessment of your tooling setup (Zendesk, Salesforce, helpdesk, or similar)
✓ Evaluation of your onboarding and knowledge management approach
✓ Identification of your top 3–5 operational bottlenecks
✓ Prioritised written action plan with specific, implementable recommendations
✓ Delivered within 5 business days of receiving access/information
What I need from you:
A 30-minute kick-off call, access to your current tooling (view-only is fine), and answers to a short intake questionnaire.
Who this is for:
Founders, ops managers, and heads of support at growing companies who know something is off but aren't sure exactly where to focus.
Delivery: 5 business days
Format: Written report (PDF/Google Doc) + 30-min debrief call
Inconsistent processes, rising ticket volume, patchy onboarding, and tools that don't talk to each other — these are signs your support operation needs a structural fix, not just more headcount.
This audit gives you clarity on exactly what's broken and what to fix first.
What's included:
✓ Review of your current support workflows and ticket handling process
✓ Assessment of your tooling setup (Zendesk, Salesforce, helpdesk, or similar)
✓ Evaluation of your onboarding and knowledge management approach
✓ Identification of your top 3–5 operational bottlenecks
✓ Prioritised written action plan with specific, implementable recommendations
✓ Delivered within 5 business days of receiving access/information
What I need from you:
A 30-minute kick-off call, access to your current tooling (view-only is fine), and answers to a short intake questionnaire.
Who this is for:
Founders, ops managers, and heads of support at growing companies who know something is off but aren't sure exactly where to focus.
Delivery: 5 business days
Format: Written report (PDF/Google Doc) + 30-min debrief call
Target Country
United States, United KingdomWhat's included $500
These options are included with the project scope.
$500
- Delivery Time 5 days
- Number of Projects 3
- General Project Consulting
Optional add-ons
You can add these on the next page.
Fast 3 Days Delivery
+$250About Emma
CX Operations Consultant | Support Workflow (SaaS & AI workflows)
Felsham, United Kingdom - 9:45 am local time
Tickets fall through the cracks. Onboarding takes too long. No one can agree on the process because there isn't one. Your customers notice before you do.
I fix that.
I'm a Customer Experience Operations specialist with extensive experience transforming how support teams operate across SaaS, service businesses, and remote-first companies. I don't just identify problems, I build the workflows, knowledge systems, and operational frameworks that make them stop happening.
What I actually do:
→ Audit your end-to-end support operation and find where time and quality are leaking
→ Redesign workflows so your team stops firefighting and starts scaling
→ Build onboarding systems that get new agents productive faster
→ Create knowledge bases that reduce repeat questions and ticket volume
→ Integrate AI tools into support operations without disrupting your team
My background sits at the intersection of customer support, operational improvement, and cross-functional coordination. I've worked across support, sales, onboarding, and operations — which means I understand how a broken support system creates problems everywhere, not just in the queue.
If you're a founder, ops lead, or head of support who knows something is off but can't pinpoint exactly what that's exactly where I do my best work.
Currently offering a focused CX Operations Audit for new clients, a structured review of your support operation with a prioritised action plan delivered within 5 business days.
Let's talk about what's not working.
Steps for completing your project
After purchasing the project, send requirements so Emma can start the project.
Delivery time starts when Emma receives requirements from you.
Emma works on your project following the steps below.
Revisions may occur after the delivery date.
Review of your current support workflows and ticket handling process
Assessment of your tooling setup Salesforce, helpdesk, or similar