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

Specialised Part-Time Consulting OpportunityWe 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 ResponsibilitiesCustomer Success ReviewEvaluate customer success plans, account strategies, and customer-facing workflowsAssess whether proposed actions appropriately address customer needs, adoption, retention, and long-term valueIdentify weak assumptions, missing customer context, and impractical recommendationsReview account-health and customer-engagement approachesApply professional judgement grounded in real-world customer success experienceCustomer Support OperationsReview support workflows, service processes, and operational recommendationsAssess ticket-handling, escalation, prioritisation, and resolution approachesEvaluate whether support processes are efficient, scalable, and customer-focusedIdentify operational bottlenecks, unclear ownership, and service-quality gapsReview recommendations for improving support performanceCustomer Experience & RetentionEvaluate initiatives intended to improve customer satisfaction, loyalty, and retentionReview customer journey and service-experience considerationsAssess whether recommendations address meaningful customer pain pointsIdentify gaps between customer feedback and proposed operational actionsEvaluate approaches to reducing churn and strengthening customer relationshipsEscalation & Issue ManagementReview scenarios involving complex customer issues and escalationsAssess prioritisation, communication, ownership, and resolution planningEvaluate whether escalation paths are appropriate for the severity and context of the issueIdentify incomplete or ineffective resolution strategiesReview communication with customers and internal stakeholders during critical casesCustomer Metrics & Operational AnalysisEvaluate spreadsheets and analyses involving customer-success and support performanceReview metrics such as retention, churn, customer satisfaction, response times, resolution rates, and account health where relevantAssess whether calculations and interpretations appropriately support stated conclusionsIdentify inconsistencies between underlying data and recommended actionsEvaluate whether selected metrics are useful for operational decision-makingProcesses & Service ImprovementReview recommendations involving support efficiency, customer onboarding, adoption, and service deliveryAssess whether proposed process changes address underlying operational issuesEvaluate workflow design, ownership, handoffs, and service standardsIdentify weak assumptions or missing dependenciesReview trade-offs between customer experience, efficiency, scalability, and costDocuments & Presentation ReviewEvaluate customer success reports, operational documents, spreadsheets, and slide decks for accuracy and completenessReview executive and stakeholder presentations for clarity and decision usefulnessIdentify factual, analytical, aesthetic, and formatting issuesAssess whether charts, tables, and visuals accurately represent underlying informationEnsure conclusions and recommendations are clearly supported by customer and operational evidenceStructured Evaluation & FeedbackAssess assigned outputs against domain-specific quality criteriaIdentify customer, operational, analytical, and presentation weaknessesDistinguish substantive service-delivery issues from minor editorial concernsProvide clear, structured written feedback explaining identified strengths and weaknessesApply evaluation standards consistently across different customer success and support work productsIdeal Profile5+ years of relevant professional experience in customer success, customer support, client success, customer experience, support operations, or a closely related fieldExperience as a Customer Success Manager, Customer Support Manager, Client Success Manager, Customer Experience Manager, Support Operations Manager, or similar professionalStrong practical understanding of customer lifecycle management, retention, support delivery, and escalation processesExperience developing or reviewing customer-success strategies, support workflows, service metrics, or operational reportsAbility to evaluate customer-facing recommendations for practicality, scalability, and business impactHighly proficient with Microsoft Office and Google WorkspaceAdvanced proficiency with PowerPoint / Google SlidesStrong spreadsheet and analytical skillsNative or professional fluency in EnglishExcellent written communication and ability to provide precise, structured feedbackStrong attention to customer, operational, analytical, and presentation detailMaster's degree or higher from a recognised institution is advantageousEngagement DetailsPart-time independent contractor engagementFully remoteFlexible scheduling based on project requirementsCompensation: $70$110/hourWork includes evaluation of customer success plans, support workflows, operational analyses, spreadsheets, and presentation materialsProjects may be extended, shortened, or concluded based on project needs and performanceWork must be completed without using confidential or proprietary information belonging to any employer, client, institution, or other third partyH1-B and STEM OPT support is unavailable for this engagementAbout the PlatformThis opportunity is available through 24-MAG LLC. 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