Customer Support

Support that creates loyalty – not just tickets.

At RedShark Consulting, we go beyond basic support.
Great customer service doesn’t just solve problems; it strengthens relationships,
reflects your brand values, and drives long-term loyalty.
Whether you're setting up from scratch or optimizing an existing setup,
we help you build a support operation that’s scalable, consistent, and aligned with your goals.

We work with businesses of all sizes – from e-commerce startups to SaaS platforms
and BPOs – and offer both consulting and outsourced support solutions.
For smaller companies, we can even act as your external
customer service expert on a project basis or at an hourly rate.

What We Offer

A full-service approach to building or upgrading your customer service operations:

• Complete Setup of Customer Service Departments
  Tools, workflows, communication templates, hiring support, and team training
  – all from the ground up.
  
  

• Audit & Optimization of Existing Operations
  Identify inefficiencies, close quality gaps, and redesign internal processes to
  improve customer satisfaction and team performance.
  
  

• Multilingual Recruitment & Team Training
  Sourcing and coaching agents that fit your business – especially for
  remote or international teams.
  
  

• Helpdesk Tools & Technology Advice
  Selection and setup of platforms like Zendesk, Freshdesk, Gorgias, or Intercom,
  tailored to your business size and needs.
  
  

• Knowledge Base & Communication Guides
  Development of FAQ content, tone-of-voice manuals, escalation procedures,
  and templates.
  
  

• Workshops & Coaching
  Training programs for support agents and team leads focused on
  soft skills, ticket handling, and performance metrics.
  
  

Outsourced Customer Service

Customer support expertise – without the full-time commitment.

Not every company has the budget, volume, or internal structure to build a full in-house support team. That’s where RedShark Consulting comes in.
We provide outsourced customer service leadership and execution,
designed specifically for small businesses, startups, and growing
teams who need expert support but want to stay lean.

Whether you're managing customer queries on your own, struggling with inconsistent response times, or planning to expand your support capacity, we offer flexible solutions to cover the gaps – short-term or long-term.

What We Can Do for You

Act as your external customer service department, or
support specific roles within your existing team:

• Interim Head of Customer Support
  We oversee your support operations, define workflows, and ensure consistent,
  quality interactions with your customers.
  
  

• QA & Performance Monitoring
  Implementation of review systems, ticket audits, agent scoring, and KPI tracking –
  with regular reporting and actionable feedback.
  
  

• Customer Support Execution
  Let us manage your inbox, chats, or ticket queues directly. We provide experienced agents (multilingual if needed) on an hourly or project basis.
  
  

• Onboarding & Training
  We train your internal team or freelancers to hit the ground running –
  including systems training, tone-of-voice guidance, and escalation procedures.
  
  

• Helpdesk Setup & Oversight
  We build or manage your tools (Zendesk, Freshdesk, Gorgias, Intercom)
  so you can focus on your product or service.
  
  

Why Choose Outsourcing
with RedShark?

• No overhead, no long-term contract
  
  

• Fast onboarding and scalable support
  
  

• Multilingual experience across Europe
  
  

• Tailored to your sector – e-commerce, SaaS, or service-based
  
  

• Clear reporting and results-driven focus
  
  

Whether you need us 5 hours a week or 120 hours a month – we adapt to your pace,
goals, and tools.

Areas of Experience

We bring hands-on experience in:

• E-commerce
  
  

• SaaS support (B2B & B2C)
  
  

• Outsourced customer care in BPO environments (technical and soft-support)
  
  

• Remote team management and onboarding
  
  

Metrics we focus on: CSAT, NPS, FCR, AHT, QA scores