Customer Service Automation Audit & Optimization Specialist

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We are seeking an experienced professional to conduct a short-term audit and optimization of our customer service automation system, specifically using Gorgias or a similar CRM platform. The ideal candidate will review our existing automation processes, identify areas for improvement, and implement strategies to enhance efficiency and customer satisfaction. Strong analytical skills and experience with CRM systems are essential. If you have a proven track record in customer service optimization and are ready to deliver actionable insights, we would love to hear from you! Scope of Work 1- Diagnostic Review -Inventory all active automations (rules, macros, SLAs, views, sequences). -Map the ticket flow from entry to resolution and highlight bottlenecks or repetitive manual tasks. 2- Findings & Opportunities Report -Identify obsolete, redundant, or conflicting automations. -Provide a prioritized list of recommended automations: auto-tagging by issue, channel-based assignment, internal reminders, canned response optimization, and more. 3-Implementation of Approved Improvements -Configure or adjust rules, tags, macros, and views directly in production. -Document each change (purpose, logic, date). 4-Quick Team Training -30–45-minute session with the support team to explain new automations and best practices. Must-Have Qualifications - 2+ years leading or managing Customer Service teams - Proven track record designing automation flows in Gorgias, Zendesk, GoHighLevel, or similar tools. - Advanced knowledge of macro writing, auto-tagging, and custom views. - Bilingual Spanish-English (spoken and written). - Clear process-documentation skills (Google Docs, Notion, etc.). - Preferred availability: EST (Eastern Time) working hours. How to Apply Start your proposal with the word “GORGIAS” to confirm you read the post. Include: - 2 brief examples of similar projects (client, platform). - Your exact role (e.g., Customer Service Manager, Automation Specialist). - Your availability in EST

Keyword: Customer Service

Price: $15.0

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