You will get scalable customer support SOPs & workflow systems
Rising Talent
Project details
If your e-commerce operations, customer support, or internal workflows feel messy, slow, or difficult to scale, this project will help you identify operational gaps and implement practical improvements.
I help businesses stabilize customer support workflows, refund handling, and internal SOPs
so daily operations run smoothly and consistently. Instead of adding more tools or people,
I focus on fixing gaps in workflows, clarifying responsibilities, and simplifying processes
that slow teams down.
This project is hands-on and practical. I review your current setup, identify workflow and
process risks, and apply clear, workable fixes that your team can actually follow.
All recommendations are documented clearly, so improvements don’t disappear after the
project ends.
This service is suitable for growing e-commerce teams, lean operations, or businesses
experiencing repeated escalations, refund delays, or unclear SOPs.
The goal is simple: stable operations, clearer processes, and less daily friction for
your team.
I help businesses stabilize customer support workflows, refund handling, and internal SOPs
so daily operations run smoothly and consistently. Instead of adding more tools or people,
I focus on fixing gaps in workflows, clarifying responsibilities, and simplifying processes
that slow teams down.
This project is hands-on and practical. I review your current setup, identify workflow and
process risks, and apply clear, workable fixes that your team can actually follow.
All recommendations are documented clearly, so improvements don’t disappear after the
project ends.
This service is suitable for growing e-commerce teams, lean operations, or businesses
experiencing repeated escalations, refund delays, or unclear SOPs.
The goal is simple: stable operations, clearer processes, and less daily friction for
your team.
Project Type
Ecommerce Management, Customer SupportWhat's included
| Service Tiers |
Starter
$120
|
Standard
$280
|
Advanced
$520
|
|---|---|---|---|
| Delivery Time | 3 days | 7 days | 14 days |
Number of Revisions | 1 | 2 | 3 |
Optional add-ons
You can add these on the next page.
Additional Escalation Review
(+ 3 Days)
+$80
1 review
(1)
(0)
(0)
(0)
(0)
This project doesn't have any reviews.
SP
Sin Yi P.
Jun 2, 2025
2200 USD/Math Illustration (Trad. Chinese)/Estimated 3 week+/9000+ Images for Math Questions
About Evelyn
CX Operations Consultant | SOP Design, Crisis Management & E-commerce
Kuala Lumpur, Malaysia - 10:55 am local time
I'm a CX Operations Consultant with 20+ years of experience, most recently running end-to-end customer support and operations solo for a fast-scaling DTC e-commerce brand — 9,025 orders, USD650K+ (RM2.68M+) GMV, across Shopify, Shopee, and Lazada — with a refund rate of just 1.65%.
What I actually do for clients:
→ Build SOPs from zero — refund & returns workflows, escalation protocols, CRM tagging structures — so your team isn't relying on tribal knowledge
→ Design and run crisis containment systems — I managed a product-defect crisis across 3 sales channels (95 cases, 95.1% closure rate) without a single major escalation breakdown
→ Set up and optimize CRM/helpdesk systems (Richpanel, Zendesk, Freshdesk, HubSpot) so support scales without adding headcount
→ Audit existing CX operations and flag exactly where refund leakage, backlog risk, or escalation exposure is happening
→ Train and structure junior support teams so operations don't depend on one person
I've done this both as an in-house operator and as a founder — I've built a DTC store from zero to USD72.8K (RM300K) in 4 months on my own operational systems.
If you need someone who can walk into a messy CX operation, build the structure, and hold it together under pressure — I build operational systems that continue working long after the initial project is complete.
Steps for completing your project
After purchasing the project, send requirements so Evelyn can start the project.
Delivery time starts when Evelyn receives requirements from you.
Evelyn works on your project following the steps below.
Revisions may occur after the delivery date.
Review current workflows and materials
I review your existing workflows, SOPs, and shared materials to understand the setup.
Identify gaps and improvement areas
I identify workflow gaps, risks, and recurring operational issues.