Support Tool Migration (Zendesk)

About this task

This Personal-care brand selling in 20 countries (201–500 employees) is looking for a senior Customer Support Manager for a monthly bundle of recurring tasks, 12–24 h a month. Moves a support team from one tool to another without missed tickets.

The same kind of work comes back every month, so the company prefers one person with an hours cap over ad-hoc requests. It sells consumer goods through retailers, so planning cycles run to a fixed monthly calendar.

The work is fully remote. Any location in United States works, with a few hours of overlap with the team's day. You choose your hours; nothing is scheduled except an occasional short call.

What you deliver

• Plan and run the migration of 15 months of tickets, macros and queues to a new help desk.
• A named list of items moved to next month, so nothing is lost
• The monthly list of items completed, each with a link to the result
• A month-end summary with hours used against the cap

What a month looks like

• Start of month: the company shares the items and the priorities
• Mid-month: progress check of 15 minutes
• Month end: hours used against the cap, results and open items

Duration: 12 weeks, with a monthly hours cap. Accepted when the output matches the agreed checklist and the sample check passes; the recruiter confirms by e-mail.

Tools

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 USD 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

1. Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
2. You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
3. With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
4. 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.

How this rate compares

The midpoint of this range, $64 an hour, is above the median senior Customer Support Manager rate in the United States ($60). The shaded band is the 25th to 75th percentile of the market.

All Customer Support Manager jobs in United States · Customer Support Manager rates in United States · Operations & Assistance jobs

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.