[Remote] Remote | Customer Success & Support Evaluation Consultant — $70–$110/hour

Note: The job is a remote job and is open to candidates in USA. 24-MAG is offering a part-time consulting opportunity for professionals with expertise in customer success and support workflows. The role involves evaluating customer success documents, support materials, and AI-generated work products to ensure clarity, accuracy, and quality in customer experience artifacts.

Responsibilities

• Evaluate AI-generated documents, spreadsheets, and slide decks involving customer success, onboarding, adoption, account health, renewal planning, churn risk, customer engagement, and customer experience reporting
• Review customer success materials for accuracy, completeness, rigor, clarity, and practical relevance
• Assess whether recommendations are realistic, measurable, and aligned with the stated customer or business context
• Identify inaccurate assumptions, unclear customer logic, incomplete analysis, weak recommendations, or poor linkage between customer data and proposed actions
• Review materials involving support workflows, ticket tagging, response templates, escalation paths, knowledge base content, support metrics, CSAT, NPS, and customer feedback summaries
• Assess whether support materials are clear, useful, professionally written, and appropriate for customer-facing or internal audiences
• Evaluate spreadsheets, dashboards, account summaries, QBR materials, service quality reports, and executive-facing recommendations for rigor and usability
• Provide clear written feedback that improves customer success and support artifact quality
• Review spreadsheets for structure, logic, calculations, formatting, usability, and consistency
• Assess slide decks for organization, visual clarity, executive readability, and presentation quality
• Identify factual, aesthetic, formatting, and presentation errors across Microsoft Office and Google Workspace files
• Apply consistent review standards across documents, spreadsheets, and slide decks

Skills

• 5+ years of relevant professional experience in customer success, customer support, technical support, customer experience, account management, onboarding, implementation, renewals, customer education, or related work
• Native or professional fluency in English
• High proficiency in Microsoft Office and Google Workspace
• Strong experience with Google Slides, PowerPoint, Excel, Google Sheets, Word, and Google Docs
• Ability to evaluate documents, spreadsheets, and slide decks with strong attention to detail
• Excellent written communication skills and ability to provide structured feedback
• Ability to work independently in a remote, project-based environment
• Academic backgrounds in business, communications, information systems, marketing, psychology, customer experience, analytics, or related fields may be relevant
• Advanced degree from a reputable institution may be valuable
• Professional training in customer success, customer support, customer experience, account management, onboarding, or service quality may also be relevant depending on project scope
• Master's degree, MBA, CXPA credential, Gainsight certification, customer success certification, or comparable customer experience-related credential
• Experience creating or reviewing onboarding plans, QBR decks, customer health reports, renewal materials, support dashboards, ticket analysis summaries, knowledge base articles, escalation guides, or customer-facing communication
• Familiarity with tools such as Salesforce, HubSpot, Gainsight, Zendesk, Intercom, Freshdesk, ServiceNow, Jira, Looker, Tableau, or comparable customer success and support platforms
• Experience reviewing presentation decks for clarity, polish, and customer-facing communication quality
• Strong ability to evaluate both customer success substance and visual/presentation quality

Benefits

• Independent contractor role
• Fully remote with flexible scheduling
• Eligible professionals may be based in approved project locations depending on project needs
• Weekly payments via Stripe or Wise
• Projects may be extended, shortened, or adjusted depending on scope and performance

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