Automate Customer Support Workflows

My customer-support queue is growing faster than the team can handle, so I want to streamline every repetitive step—from ticket intake to resolution—through smart workflow automation. The goal is simple: design, build, and document a system that lets us resolve more tickets in less time while keeping the personal touch our users expect.

Scope of work
• Map the current support process across live chat, email, and our self-service portal.
• Identify bottlenecks and redundant hand-offs.
• Propose a fully automated workflow using the tools we already own (Zendesk, HubSpot, Zapier) or equally effective alternatives you recommend.
• Configure, test, and deploy the automations, including trigger rules, routing logic, and escalation paths.
• Produce clear SOPs and a metrics dashboard so my team can monitor performance and fine-tune after launch.

Acceptance criteria
– Average first-response time improves by at least 30 % within one month of go-live.
– All critical steps run without manual intervention except where human judgment is essential.
– Documentation is complete, jargon-free, and easy for new hires to follow.

If you have hands-on experience tightening support workflows and can demonstrate past wins with automation tools, I’m ready to move quickly.