You will get Support Quality Review & Coaching for Empathy & Excellence
Project details
You will receive a thoughtful, high-quality review of your customer support interactions, mainly focused on tone, empathy, and communication quality. With 8+ years of experience leading international remote support teams for SaaS and tech companies, I specialize in helping teams elevate their communication from “functional” to "really" human.
I combine my background in customer operations, QA, and training with trauma-informed principles from my yoga and mindfulness practice and thus creating feedback that is structured, actionable, and kind.
Whether you want to refine your tone of voice, improve consistency across agents, or strengthen emotional intelligence in customer communication, I can help you build a support experience your customers will remember for the right reasons.
I combine my background in customer operations, QA, and training with trauma-informed principles from my yoga and mindfulness practice and thus creating feedback that is structured, actionable, and kind.
Whether you want to refine your tone of voice, improve consistency across agents, or strengthen emotional intelligence in customer communication, I can help you build a support experience your customers will remember for the right reasons.
Project Type
Customer SupportWhat's included
| Service Tiers |
Starter
$60
|
Standard
$130
|
Advanced
$250
|
|---|---|---|---|
| Delivery Time | 2 days | 4 days | 7 days |
Number of Revisions | 1 | 2 | 2 |
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SB
Safia B.
Nov 26, 2025
German Speaker Needed for 50 Sentence Audio Recording
About Isabelle
Bilingual Customer Support Leader (EN/DE) | SaaS, QA & Remote Mgmt.
Bebensee, Germany - 1:20 pm local time
Empathy is always at the heart of how I work. Whether I am handling escalations, writing help articles, or training new team members, my goal is always to make people feel heard, supported, and understood, which applies to both customers and colleagues alike.
Over the years, I have led international remote teams, built QA processes, improved Zendesk workflows, and created training documentation that helps teams grow confidently and sustainably. I love bringing structure, calm, and clarity to complex environments and helping teams deliver truly human customer experiences.
Most recently, I worked as a Customer Support Manager at Komoot, where I handled high-level escalations, process improvement, and Tier 2 support for millions of users. Before that, I managed customer support and operations for global SaaS and e-learning clients and also worked in Customer Success in SaaS.
I can help you with:
• Customer Support Management
• Customer Support (email, chat, escalation handling)
• Quality Assurance & coaching for support teams
• Training design & onboarding materials
• Zendesk setup, audit, or optimization
• Process documentation
• EN/DE bilingual communication
I am calm under pressure, detail-oriented, and bring a genuine sense of care (and humour) to everything I do. If you’re looking for someone who can combine empathy with structure and elevate your customer experience through thoughtful, high-quality support, I’d love to collaborate!
Steps for completing your project
After purchasing the project, send requirements so Isabelle can start the project.
Delivery time starts when Isabelle receives requirements from you.
Isabelle works on your project following the steps below.
Revisions may occur after the delivery date.
Review Client Materials
I’ll review sample conversations, tone guidelines, and any internal QA documentation to understand your brand voice and current process.
Conduct Quality Analysis
I’ll evaluate your provided tickets/emails based on empathy, tone, structure, and clarity, identifying strengths and improvement areas.