Remote | Customer Success & Support Operations Manager — $70–$110/hour

We are sharing a specialised part-time consulting opportunity for experienced customer success and support operations professionals with strong expertise in customer experience, service delivery, account health, escalation management, and support performance.

This role focuses on reviewing professional documents, spreadsheets, and presentation materials related to customer success and support operations. Selected experts will assess outputs for operational accuracy, customer relevance, analytical rigour, service quality, presentation effectiveness, and overall professional credibility.

Key Responsibilities

Customer Success Review

• Evaluate customer success plans, account strategies, and customer-facing workflows
• Assess whether proposed actions appropriately address customer needs, adoption, retention, and long-term value
• Identify weak assumptions, missing customer context, and impractical recommendations
• Review account-health and customer-engagement approaches
• Apply professional judgement grounded in real-world customer success experience

Customer Support Operations

• Review support workflows, service processes, and operational recommendations
• Assess ticket-handling, escalation, prioritisation, and resolution approaches
• Evaluate whether support processes are efficient, scalable, and customer-focused
• Identify operational bottlenecks, unclear ownership, and service-quality gaps
• Review recommendations for improving support performance

Customer Experience & Retention

• Evaluate initiatives intended to improve customer satisfaction, loyalty, and retention
• Review customer journey and service-experience considerations
• Assess whether recommendations address meaningful customer pain points
• Identify gaps between customer feedback and proposed operational actions
• Evaluate approaches to reducing churn and strengthening customer relationships

Escalation & Issue Management

• Review scenarios involving complex customer issues and escalations
• Assess prioritisation, communication, ownership, and resolution planning
• Evaluate whether escalation paths are appropriate for the severity and context of the issue
• Identify incomplete or ineffective resolution strategies
• Review communication with customers and internal stakeholders during critical cases

Customer Metrics & Operational Analysis

• Evaluate spreadsheets and analyses involving customer-success and support performance
• Review metrics such as retention, churn, customer satisfaction, response times, resolution rates, and account health where relevant
• Assess whether calculations and interpretations appropriately support stated conclusions
• Identify inconsistencies between underlying data and recommended actions
• Evaluate whether selected metrics are useful for operational decision-making

Processes & Service Improvement

• Review recommendations involving support efficiency, customer onboarding, adoption, and service delivery
• Assess whether proposed process changes address underlying operational issues
• Evaluate workflow design, ownership, handoffs, and service standards
• Identify weak assumptions or missing dependencies
• Review trade-offs between customer experience, efficiency, scalability, and cost

Documents & Presentation Review

• Evaluate customer success reports, operational documents, spreadsheets, and slide decks for accuracy and completeness
• Review executive and stakeholder presentations for clarity and decision usefulness
• Identify factual, analytical, aesthetic, and formatting issues
• Assess whether charts, tables, and visuals accurately represent underlying information
• Ensure conclusions and recommendations are clearly supported by customer and operational evidence

Structured Evaluation & Feedback

• Assess assigned outputs against domain-specific quality criteria
• Identify customer, operational, analytical, and presentation weaknesses
• Distinguish substantive service-delivery issues from minor editorial concerns
• Provide clear, structured written feedback explaining identified strengths and weaknesses
• Apply evaluation standards consistently across different customer success and support work products

Ideal Profile

• 5+ years of relevant professional experience in customer success, customer support, client success, customer experience, support operations, or a closely related field
• Experience as a Customer Success Manager, Customer Support Manager, Client Success Manager, Customer Experience Manager, Support Operations Manager, or similar professional
• Strong practical understanding of customer lifecycle management, retention, support delivery, and escalation processes
• Experience developing or reviewing customer-success strategies, support workflows, service metrics, or operational reports
• Ability to evaluate customer-facing recommendations for practicality, scalability, and business impact
• Highly proficient with Microsoft Office and Google Workspace
• Advanced proficiency with PowerPoint / Google Slides
• Strong spreadsheet and analytical skills
• Native or professional fluency in English
• Excellent written communication and ability to provide precise, structured feedback
• Strong attention to customer, operational, analytical, and presentation detail
• Master's degree or higher from a recognised institution is advantageous

Engagement Details

• Part-time independent contractor engagement
• Fully remote
• Flexible scheduling based on project requirements
• Compensation: $70–$110/hour
• Work includes evaluation of customer success plans, support workflows, operational analyses, spreadsheets, and presentation materials
• Projects may be extended, shortened, or concluded based on project needs and performance
• Work must be completed without using confidential or proprietary information belonging to any employer, client, institution, or other third party
• H1-B and STEM OPT support is unavailable for this engagement

About the Platform

This opportunity is available through 24-MAG LLC. We connect experienced professionals with remote consulting opportunities across technical, evaluation, and project-based workstreams.

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