Customer support staffing
Hire Remote Customer Service Representatives for Your Queue
Your queue is the product for anyone who has ever had a problem. We recruit and place remote customer service representatives with US companies as dedicated contractors, working your hours and your tools. Hiring internationally means the coverage you actually need stops being a headcount argument.
What our remote customer service representatives handle
Inbound queue work, first and foremost. Email, chat, and phone tickets, order processing and changes, returns and refunds, shipping and delivery questions, account updates, and the client communication that keeps a small problem from becoming a review. They work inside your helpdesk, your CRM, and your order system, following your macros and your escalation rules.
Coverage is set to your hours, not ours. We recruit in the Philippines and Southeast Asia, Latin America, Eastern Europe, and South Africa, which gives us candidates who can commit to a US shift as their normal working day rather than as an exception. The representative works your account only and reports to your support lead, the same as anyone else on your team.
Language proficiency is a gate, not a footnote
For this seat, fluency is the job. A representative who is technically correct but hard to follow costs you the ticket and the customer. Language proficiency is the second of five screening gates, and for support roles we test it hard: written responses under time pressure, live conversation, and comprehension of a customer who is upset and not being clear.
The other four gates still run. Identity and work history, role-specific skills testing against your actual tools and scenarios, reference checks with people who managed them in a support environment, and a workspace and security posture check covering the room, the network, and the device. All five happen before a name reaches you, which is why we are slower than a firm that forwards resumes.
Queue math on a budget that reaches further
Support staffing is arithmetic. Wait time falls when there are more hands on the queue, and quality falls when the same person handles too many tickets in a shift. The queue tells you how many representatives it needs. Staffing fewer is a budget decision, because each US seat is expensive enough that the finance conversation ends before the queue does.
Recruiting internationally moves both sides of that. The pool is wider, and it includes people who treat customer support as a career rather than a stop between jobs. An international contractor also costs a fraction of a comparable US hire, so the budget you already have covers more of the queue than it does today. That is the whole argument: a bigger pool, and a budget that reaches further into it.
We quote support seats per role rather than off a published band, because scope varies a lot between a two-channel queue and a team that also handles order exceptions and refunds. A search opens with a $500 deposit, credited back against your first month's invoice once the representative starts, so a completed placement costs nothing for the search itself.
What this staffing model is not built for
Short spikes. If you want ten extra people for Black Friday and none in January, a call center that rents shared agents by the hour will serve you better than we will. Our representatives are dedicated to one account, and the model is designed for seats you intend to keep filled a year or more.
It is also not a route onto your payroll. Contract to hire and direct placement exist here, but only for Tier 3 technical and management seats. A customer service representative stays engaged as a contractor through us, working your queue and reporting to your managers, with the contracting and compliance obligations sitting on our side.
What you get
Included in every engagement
One account, one queue
Your representative works your tickets only. No shared pool, no rotating agent who relearns your product every shift. They sit in your reporting line under your support lead.
Language proficiency is tested
Fluency, comprehension, and written tone are tested under time pressure before you see a candidate. On a support seat that gate carries the most weight.
Hours built around your queue
Shifts are set by when your queue is busy. Candidates are recruited on the understanding that a US schedule is the normal working day for this seat.
$500 to open, credited back later
The deposit that opens a search is credited against your first monthly invoice once the representative starts. A completed placement costs nothing for the search itself.
Secure remote workstation, if you need it
Support seats touch customer records and payment details. One optional package keeps the work inside a US-hosted virtual desktop with controlled access, disclosed monitoring, and managed endpoint security.
Screening
Five gates before you see a shortlist
- Identity & work history
- Language proficiency
- Role-specific skills testing
- Reference checks
- Workspace & security posture
Questions
Frequently asked
Will our customers know the representative is offshore?
Probably, if they ask, and we would not build a page around pretending otherwise. What you can control is whether the experience holds up: fluency, tone, product knowledge, and the authority to actually resolve the ticket. That is what the language gate and the skills test are for. Representatives use your systems, your templates, and your escalation path, and they work your account only.
What happens if the person is not right for the queue?
You are covered for the first 90 days. If the fit is wrong in that window, we run the search again and waive the $500 deposit on the replacement. Your commitment when someone starts is 90 days of fees and nothing longer, which is a much smaller decision than a year-long contract. After 90 days the representative is still engaged through us, so keeping the seat filled stays our job.
How much does an outsourced customer service seat cost?
Support seats are quoted per role. They sit below the band we publish for senior technical roles, so there is no number we can put here honestly. The quote depends on channels, hours of coverage, ticket complexity, and whether the seat also handles order exceptions. One monthly invoice covers the contractor, the contracting and compliance work in their country, and the management around the seat.
Can we start with one representative and add more?
Yes, and that is the sensible way in. Start with one seat, watch how it lands against the queue, and add from there. When the whole function moves this way we run it as a dedicated team, which is the same arrangement across several seats reporting into your support lead. Each seat carries its own 90-day commitment, so scaling up is a series of small decisions rather than one large one.
Roles we place
Other roles we place
Open a search for your first support seat
Tell us the role, the hours you need covered, and what good looks like in ninety days. We will come back with a plan and a shortlist.