Remote | Customer Experience & Service Operations Specialist — $70–$150/hour

24-MAG is offering a part-time remote consulting opportunity for experienced customer support, customer success, and service delivery professionals. The specialist will review customer-facing documents, workflows, communications, spreadsheets, and presentations for quality and accuracy, while providing structured feedback on service operations, issue resolution, and customer experience.

Responsibilities:

• Review customer support materials, workflows, and service documentation for accuracy and completeness
• Assess whether proposed support approaches are practical and appropriate for real-world customer environments
• Evaluate issue-resolution processes, escalation paths, and communication quality
• Identify inconsistencies, missing information, or impractical recommendations
• Apply professional judgement grounded in customer support experience
• Evaluate materials related to customer success, onboarding, adoption, and ongoing relationship management
• Review approaches to customer engagement, retention, and account support
• Assess whether recommendations appropriately reflect customer needs and business objectives
• Identify gaps in service delivery or customer communication
• Evaluate customer-success strategies for clarity and practicality
• Review service-delivery plans, processes, and supporting documentation
• Assess workflows, responsibilities, handoffs, and service expectations
• Identify operational gaps, unclear ownership, or coordination issues
• Evaluate whether service processes are structured effectively
• Review recommendations for improving customer-facing operations
• Evaluate customer-facing written materials for clarity, tone, relevance, and professional quality
• Review responses to customer issues, questions, and service scenarios
• Assess whether communication appropriately addresses customer needs
• Identify unclear, incomplete, or inconsistent messaging
• Evaluate communication quality across different service contexts
• Review scenarios involving customer complaints, escalations, or complex support needs
• Assess prioritisation, ownership, communication, and proposed resolutions
• Evaluate whether recommendations appropriately address both customer and operational considerations
• Identify incomplete or ineffective resolution approaches
• Apply practical judgement to customer-service scenarios
• Review customer support and success metrics, reports, and supporting analyses
• Assess service performance, customer outcomes, and operational indicators
• Evaluate whether conclusions are appropriately supported by available information
• Identify analytical inconsistencies or unsupported recommendations
• Review reporting for clarity and decision usefulness
• Review Excel spreadsheets and Word documents for accuracy, completeness, and consistency
• Assess tables, metrics, written analyses, and supporting information
• Identify missing information, calculation issues, or discrepancies
• Evaluate whether underlying data supports stated conclusions
• Maintain strong attention to detail across work products
• Review PowerPoint presentations for clarity, structure, and professional quality
• Assess service narratives, supporting data, and customer-related recommendations
• Identify inconsistencies between source information and presented conclusions
• Evaluate whether findings and recommendations are communicated effectively
• Review presentation materials against defined project guidelines
• Assess assigned work products against defined quality standards
• Identify substantive customer-service, operational, analytical, and presentation issues
• Distinguish material concerns from minor editorial issues
• Provide clear, concise, and actionable written feedback
• Apply evaluation criteria consistently across assignments

Requirements:

• Bachelor's degree or higher
• At least 2+ years of relevant professional experience in customer support, customer success, service delivery, client success, or a closely related field
• Experience as a Customer Support Specialist, Customer Success Manager, Client Success Manager, Service Delivery Manager, or similar professional
• Strong understanding of customer support, service delivery, account relationships, and customer experience
• Strong analytical and document-review skills
• Strong written communication skills
• High attention to detail and ability to follow structured guidelines
• Strong proficiency with Excel, PowerPoint, and Word
• Comfortable reviewing varied customer-facing and service-related work products
• Able to work independently and provide precise professional feedback
• Applicants must be based in the United States, Europe, United Kingdom, or Canada