Virtual Assistance & Operations
Customer Service Virtual Assistant
Ticket and inbox coverage with real response times, escalation rules, and reporting on what keeps breaking.
Who this is for
- Ecommerce and SaaS teams with growing ticket volume
- Founders answering support themselves
- Agencies handling client requests over email
- Teams with no defined escalation path
Problems solved
- - Tickets sit unanswered over weekends and holidays
- - Every reply is written from scratch
- - Escalations are handled inconsistently
- - Nobody reports which issues repeat
What I handle
Email, chat and helpdesk ticket handling
Macro and template library building
Order, refund and account admin
Escalation triage with clear rules
Knowledge base article drafting
Weekly ticket theme reporting
Deliverables
- ✓ Response and resolution SLA
- ✓ Macro library in your helpdesk
- ✓ Escalation matrix
- ✓ Weekly themes report with fix suggestions
Tools
Zendesk / Freshdesk / IntercomGorgiasShopifySlackNotion
Process
- 01Audit the queue
Read the last 200 tickets and cluster them into themes.
- 02Build the toolkit
Macros, tone rules and escalation matrix agreed with you.
- 03Cover the queue
Daily handling inside the agreed SLA.
- 04Reduce volume
Feed recurring issues back so the root cause gets fixed.
Example workflows
- - First response inside SLA, using approved macros with human editing
- - Anything policy-sensitive routed to you with a recommended answer attached
- - Weekly report: volume, top five themes, and what would remove them
KPIs I track
First response timeResolution timeTickets per weekRepeat-issue share
Frequently asked
Do you use AI to write replies?
Only as a drafting aid. Every reply is reviewed by me, because generic AI answers are exactly what customers complain about.
Can you cover weekends?
Yes, with an agreed weekend window rather than an always-on promise I cannot keep.
Do you handle phone support?
Voice is available for scheduled callbacks, not continuous phone queues.
Related
Related services
Ready to hand this off?
Tell me a little about your team and this workstream - I'll come back with fit and a starting plan.