Customer Support Optimization (Gorgias) Consultant for Health & Wellness E-Commerce Brand

We are a growing health and wellness e-commerce brand seeking a skilled consultant to lead a comprehensive overhaul of our customer support department. Our goal is to improve operational efficiency, optimize the use of our customer support platform (Gorgias), and align team practices with our newly updated core values, brand messaging, and marketing concept. If you have experience with customer support leadership or consulting, particularly with platforms like Gorgias, and a track record of implementing best practices to streamline workflows and elevate team performance, we’d love to hear from you. Project Goals: Audit Current Systems - Evaluate our existing customer support workflows, tools, and agent practices. - Identify inefficiencies and areas for improvement, with a focus on aligning operations with our updated brand messaging. Optimize Gorgias - Set up features such as canned responses, AI tools, and data tracking/reporting to enhance efficiency and provide actionable insights. - Ensure the platform is fully utilized to meet the team’s needs and improve customer experience. Standardize Workflows and Communication - Develop clear, actionable recommendations to unify agent workflows and communication practices. - Ensure that all communication reflects a tone that is empathetic, supportive, and consistent with the brand’s values. Team Training Workshop - Conduct a one-hour workshop for the customer support team to introduce new workflows, tools, and communication practices. Deliverables: 1. A written report summarizing the audit findings with actionable recommendations. 2. Optimized Gorgias setup, including standardized canned responses and data tracking/reporting implementation. 3. A one-hour training workshop for customer support agents to implement the new practices and tools. 4. Follow-up support during the initial rollout to address questions or challenges. Ideal Candidate: - Experience leading or consulting for customer support teams, preferably in e-commerce or health and wellness industries. - Proficient in Gorgias or similar customer support platforms. - Skilled at creating standardized workflows and aligning team communication with updated brand messaging. - Strong communication and training abilities to ensure successful implementation. Additional Information: Our company has recently undergone a complete overhaul of our core values, brand messaging, and marketing concept. This initiative focuses on improving how we serve customers and ensuring our support team embodies our brand’s mission at every interaction. Budget: Please provide an estimate based on the project scope, including time required for the audit, Gorgias optimization, and team workshop. How to Apply: If this sounds like a project you can lead successfully, please apply with: 1. A brief summary of your experience in customer support optimization. 2. Examples of similar work experience or projects you’ve completed. 3. A quote for the project, including your hourly or fixed rate, and an estimated timeline.