Note: The job is a remote job and is open to candidates in USA. 24-MAG is offering a specialized part-time consulting opportunity for customer success and support workflow professionals. The role involves reviewing customer success documents and support materials for accuracy and quality, as well as providing structured feedback on various 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
- Fully remote with flexible scheduling
- Weekly payments via Stripe or Wise
- Projects may be extended, shortened, or adjusted depending on scope and performance
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