Rhoni C.

Australian CX Specialist | Email, Team Leadership & Helpdesk Systems

Using AI, but it's not set up right, so replies miss the mark, or the tone is off? Or tried cheaper support and found your agents miss the actual issue, bump simple things up to you, or ask the same question for the hundredth time? You're not alone, and that's where I come in. Hi, I'm Rhoni 👋 A Brisbane-based CX specialist with 20+ years in customer service and 7+ years working remotely with ecommerce brands, SaaS products, and online businesses. Being based in Australia means AU brands get same-day responses in business hours, US brands get overnight coverage, and UK brands get a solid morning overlap. In 2026, it doesn't take much for a post about poor customer service to go viral. One snarky comment or a string of inconsistent responses can put your brand out there for the wrong reasons, sparking hundreds of fake reviews and undoing all the hard work you've put into growing your business. Good support isn't just about clearing tickets; it's about spotting issues early, de-escalating properly, and making sure your customer actually feels heard. A bit of what I've done lately: ✅ Lifted one ecommerce brand's Trustpilot rating from 3.7 to 4.9 by redesigning their returns process and building a review program that customers responded to. ✅ Built a Zendesk setup from scratch for a global jewellery brand doing $2M+ a month, and wrote the full SOP library their team of 12 uses every day. ✅ Currently managing a remote team for that same brand, handling 1,500+ tickets a week at a 14-minute median first reply with 56% one-touch resolution. ✅ Built automations and follow-up workflows so nothing falls through the cracks, with agents getting live feedback through Geckoboard and Nicereply CSAT. Here's how I can help: 🔸 Tickets that actually get solved, not just closed. I've managed support teams long enough to know the usual traps. Agents skimming emails, missing what the customer is really asking, bumping simple things up to you, or going in loops when multiple people are on the same inbox. I do it differently, and I can teach your team to do the same. I read the full email, investigate before escalating, and sort things the first time so your customers aren't chasing updates. When I spot a pattern, I'll flag it and suggest a fix before five frustrated customers turn into fifty. 🔸 The systems behind it all. If your helpdesk is messy, your macros are outdated, and no one knows where the SOPs live, I can build the systems layer that makes everything run properly. Whether your team is already in place or you're starting from scratch. My services & rates: $23 USD/hr ~ Flexible email support Everyday customer service, handled flexibly across the day. Emails, returns, order questions, tracking, Shopify lookups. For brands that need reliable daily coverage rather than someone watching the inbox live. $28 USD/hr ~ Scheduled email coverage Same work, but with a committed block of hours where I'm fully online and monitoring your inbox (e.g. AU business hours or US morning hours). For brands that need someone actively there during peak customer hours. $33 USD/hr ~ CS Team Lead / Manager Overseeing agents, handling escalations and chargebacks, quality checking replies, and making sure nothing falls through the cracks. For brands with an existing team that need a steady hand day-to-day. $40 USD/hr ~ Australian phone + email coverage Inbound calls plus email for Australian businesses during AU business hours. Happy to handle outbound CS calls too (order follow-ups, delivery check-ins), but no sales or cold outreach. $55 USD/hr ~ CX Operations & Systems Helpdesk builds (Zendesk, Gorgias, Re:amaze), macros, AI setup and tuning, trigger and workflow setup, SOP libraries, and the systems layer that makes everything above run properly. Whether you need someone to roll up their sleeves, lead and train your team, or build the systems behind it all, happy to help. I work best with clients who want support done well, where the goal is a resolved customer, not just a closed ticket. Available up to 6 days a week, Monday to Saturday. Open to hourly contracts, ongoing retainers, and project-based work. Top Rated Plus with 100% Job Success Score, and I've got room for one or two more clients who are the right fit. If you're thinking ahead to the holiday rush, now's a good time to get someone in. Much easier to fix the cracks before peak season than to firefight through it. If you're looking for someone who genuinely wants your business to succeed and treats your customers like real people, not just tickets to clear, I'm your girl. Shoot me a message and let's get the ball rolling.