"They've allowed us to scale our top-of-funnel efforts efficiently, giving us an advantage in-market."
Jim Gallic
Chief Growth Officer, Wondr Health — US
Our support reps work alongside teams at
Office-based support reps who deliver fast, friendly, and effective service, working your hours and matching your brand tone. Fluent English speakers covering U.S. time zones across live chat, email, phone, and ticketing systems from day one.
Our support reps work alongside teams at
Our support reps don't freelance their shift. They follow a structured queue cadence (first-response windows, escalation protocols, CSAT follow-ups) with performance checkpoints baked in.
Aligns with your team lead on open tickets, overnight escalations, and SLA targets for the shift ahead.
Handles incoming live chat and email threads with rapid first replies that keep CSAT scores high and customers calm.
Works through complex tickets: researching solutions, escalating edge cases with full context, and closing resolvable threads.
Updates ticket statuses, adds to the knowledge base, tags recurring issues so your team can pattern-match and resolve faster.
Sends CSAT surveys on closed tickets, flags at-risk accounts, delivers a Loom recap of queue status and patterns spotted.
Every rep runs to the same KPI floor. Here's a representative week from a senior support rep on a B2B SaaS team, post-ramp.
Average customer satisfaction rating driven by empathetic, fast, and accurate resolutions on every interaction.
Average first-response time on live chat, meeting SLAs that keep customers confident and churn rates low.
Plug them into your existing helpdesk and ticketing system: no migration, no "what's that tool?" week one.
Same role, three paths. Here's how they compare on the things that actually drive customer satisfaction and retention.
A clear, week-by-week picture of what you should expect. If milestones slip, we replace fast.
We train on your product, tone of voice, escalation rules, and SLA targets, not generic support bootcamp.
Your rep handles tickets independently, response times are sharp, and customers aren't noticing the transition.
Your rep owns their queue and you have honest weekly reporting on resolution rates, CSAT, and volume trends.
Add a QA reviewer, a knowledge base manager, or a phone rep: same playbook, same supervisor.
Your rep works from a real office, with a real supervisor, on real KPIs, not from a coffee shop or shared call center.
"They've allowed us to scale our top-of-funnel efforts efficiently, giving us an advantage in-market."
"The Outsorcy team has been pivotal in helping us meet staffing needs with speed and precision — enabling us to assemble top-tier talent far faster than we could have on our own."
"Aptia partnered with Outsorcy to scale our SDR program, and the experience has been outstanding. Consistently professional, responsive, and incredibly easy to work with."
"We needed and found someone reliable and sharp, someone who could spot inefficiencies and help clean things up as we grow."
"I was actually amazed by how quick the whole process was. We had three interviews in just one hour — and the following week, our new sales exec started."
"Outsorcy has helped us build pipeline within a complicated tech stack and consistently bring high energy and professionalism to every interaction."