Support Macros and Routing Audit
Senior · Customer Support Manager · Hybrid · Sydney
- Company
- Series B medical devices company for elder care · 51–200 employeesCL-17223 · based in Sydney
- Where
- Hybrid · Sydney
- Format
- One-off task
- Time needed
- about 9 h in total
- Start
- Starts within 7 days
- Level
- Senior · 5-10 years
- When you work
- Flexible hours, async
126 tasks of this type completed on Deftridge
About this task
This Series B medical devices company for elder care (51–200 employees) is looking for a senior Customer Support Manager for a single piece of work with a fixed scope and a fixed price. Fixes the saved replies, tags and routing that slow the team.
The company has a deadline, no one free to own it, and wants a person who has done the same job before. It works in healthcare, so patient data is never part of the task and privacy rules are strict.
The team sits in Sydney. Everything can be done remotely; an occasional visit is welcome and never required for the first month. You choose your hours; nothing is scheduled except an occasional short call.
What you deliver
- Audit macros, tags and routing rules, remove duplicates and propose a simpler set.
- The finished deliverable in the agreed file format, with sources and assumptions listed
- A 20-minute walkthrough call, or a recorded screen share if you prefer
- One round of edits after the company's review is included
How the work runs
- Day 1: scope confirmed in writing, files shared
- Middle of the period: draft shared for early feedback
- Last day: final version and handover note
Duration: 1 to 2 weeks. Accepted on the company's written OK. If something is missed, you fix it in the same week at no extra charge to either side.
Tools
Who fits
- 5-10 years of hands-on work as a Customer Support Manager, or the equivalent mix of roles
- Comfortable working in Zendesk and Google Sheets
- Your own work history stays private; the company sees a first name, your field and a rate
Nice to have
- Experience in a similar industry
- Used to short written handovers
Not included
- Work outside the scope written in the brief; extra items are quoted separately
- Anything that needs a signature in your own name unless the brief says so
- On-call availability outside the agreed window
How you get paid
- The company prepays Deftridge before your first hour, so payment does not depend on a late invoice.
- Deftridge pays you in CAD after the company confirms the hours or the deliverable. The payment date is written in your task agreement.
- You work as an independent contractor: you report your own income, and your recruiter sends the statements your accountant needs.
- You never chase the company. Questions about money go to Deftridge.
What happens after you say you're interested
- Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
- You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
- With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
- StartYou sign the task agreement and the company's confidentiality terms through Deftridge, and begin on the date above.
What the company sees about you
First name, field, experience, tools and the hours you offer. Not your surname, your employer or your contact details.
- Experience
- 5-10 years in operations & assistance
- Tools
- Zendesk, Google Sheets
- Offers
- 9 hours in total, weekday evenings
- Rate
- CA$46 an hour, agreed with the recruiter
Questions about pay and privacy
The rules are the same for every task. Pricing explains the 15% fee, prepayment and when you are paid; How it works covers matching, what the company sees and side work next to a job.
CL-17223 is the Deftridge code for this company. Its name is shared only after you agree to an introduction, and you decide whether to go ahead.