Remote | Customer Support Workflow Specialist — $45–$65/hour

24-Mag•New York, NY

19h•Remote

About The Position

We are sharing a specialised part-time consulting opportunity for professionals experienced in customer support, CX operations, support ticket handling, knowledge base documentation, escalation workflows, and structured support process review. This role supports current and upcoming remote consulting opportunities focused on structured customer support review, ticket workflow analysis, knowledge base assessment, escalation routing, exception handling, and high-quality project execution. Selected professionals will apply their customer support expertise to review realistic support scenarios, evaluate policy and documentation requirements, prepare structured written outputs, and support accurate, evidence-based customer support workflow tasks.

Requirements

2+ years of experience in customer support, CX operations, support operations, technical support, help desk support, customer experience, or related roles.
Experience in B2B SaaS, marketplace, e-commerce, fintech, consumer apps, digital products, or other support-heavy environments.
Experience with one or more areas such as support ticket handling, macro design, automation workflows, escalation routing, refund or exception review, knowledge base authoring, CSAT analysis, or QA processes.
Familiarity with support platforms such as Zendesk, Intercom, Freshdesk, Front, Help Scout, Salesforce Service Cloud, HubSpot Service Hub, or similar systems.
Comfort reading and preparing support artifacts such as ticket responses, KB articles, macros, escalation notes, QA reviews, support playbooks, and customer communication records.
Strong written communication skills and ability to explain support decisions clearly.
Ability to follow structured instructions and produce evidence-based work.

Nice To Haves

Experience with support QA, customer experience analytics, help center optimization, support automation, or support operations improvement.
Familiarity with CSAT, SLA tracking, escalation frameworks, refund policies, support macros, or internal support playbooks.
Experience preparing or reviewing ticket responses, KB articles, macros, escalation notes, QA scorecards, or customer communication templates.
Experience working with B2B SaaS, marketplace, e-commerce, subscription products, fintech, or digital service environments.
Strong attention to detail in communication-heavy and documentation-based support workflows.

Responsibilities

Review customer support scenarios involving Tier 1 tickets, known-answer workflows, knowledge base references, macro selection, and response quality.
Evaluate support responses against source materials, product documentation, rule sets, and defined customer support criteria.
Support structured review of ticket replies, support macros, response templates, and customer communication workflows.
Identify missing information, incorrect routing, incomplete answers, policy gaps, and expected support outcomes.
Review support scenarios involving refunds, exceptions, account issues, policy-based decisions, escalation triggers, and approval or denial workflows.
Evaluate exception handling decisions against documented policies, eligibility requirements, escalation rules, and customer context.
Support structured review of escalation notes, decision logs, customer communication records, and support playbooks.
Prepare clear written explanations for support decisions based on source materials and verifiable criteria.
Review knowledge base articles, help center materials, internal support documentation, macros, and procedural content.
Evaluate support content against required sections, step accuracy, product logic, formatting standards, and documented workflows.
Support structured review of KB authoring, content maintenance, automation design, and QA processes.
Maintain accuracy, consistency, and professional judgment across submitted work.