Customer Service
Inbound support your customers actually trust.
Trained agents on our customer support outsourcing team handle tickets, chat, and calls with the empathy and product depth your customers expect. We staff to your volume and hold your SLAs.
- Talk to a strategist, not a bot
- No cost, no commitment consultation
- Walk away with a tailored proposal
Book your free consultation
Tell us about your team and we'll map the right customer service plan for your goals.
Why customer support outsourcing usually disappoints
Most support outsourcing fails in the first year, not on price, but on quality. Off-brand replies, missed SLAs, and no visibility erode the trust you spent years earning.
Off-brand replies
Generic agents who don’t know your product make every reply feel like a stranger.
SLAs slip quietly
Response and resolution times drift until a churned customer tells you first.
No quality signal
Without CSAT and QA in the open, you can’t catch a problem before it spreads.
Support wins loyalty when on-brand agents are staffed to your SLAs, with quality measured in the open every week.
One managed team, every part covered
Everything you need to run Customer Service, handled for you.
On-brand agents
Trained on your product and voice so every reply feels like your own team.
Staffed to your SLAs
Coverage scaled to your volume and hours to keep response times fast.
Omnichannel
Email, live chat, and phone, integrated with your existing helpdesk.
Escalation paths
Clear playbooks for edge cases so hard tickets reach the right hands fast.
Product training
Tone, policy, and macros drilled before agents ever touch a live ticket.
CSAT & QA reporting
First-reply, resolution, and satisfaction reported so nothing slips.
Live in 1-2 weeks
Map your support
We learn your product, tools, macros, and escalation paths.
Train the agents
Product, tone, and policy are drilled before agents go live.
Handle volume
Tickets, chat, and calls handled to your SLAs across your hours.
Improve weekly
QA reviews and CSAT trends drive continuous improvement.
Numbers that move the business
To coverage
Stand up on-brand support, including 24/7 if you need it.
First reply
Average time to first response across live channels.
Resolved
Tickets resolved to a 4.8/5 average CSAT.
Before you
book a call
What your rep handles
- Answering tickets, chat and calls on the channels you choose
- Resolving tier-1 issues with your macros and policies
- Escalating tier-2 issues with a full case note
- Tagging every ticket by contact reason
- Drafting macro and help-center updates for your approval
- A weekly report on CSAT, first reply, resolution and QA
What it doesn’t cover
- Fixing bugs or deep technical troubleshooting: your product team owns that tier
- Deciding refunds, credits or policy exceptions: your team sets the rules, agents apply them
- Renewals, upsells and account reviews: that’s our Account Management service
- Qualifying sales leads that reach support: that’s our Inbound Lead Qualification solution
What we need from you
- An agent seat in your helpdesk, chat and phone system
- Your macros, help-center articles and written policies
- SLA targets by channel and priority, and the coverage hours
- A named owner for each type of escalation
- Time for a weekly review with your account manager
Your first 90 days
Weeks 1-2
You interview and pick the agent. They train on your product, macros and policies, practise on past tickets, and go live on tier-1 contact reasons.
Month 1
Full coverage of your hours. First CSAT and QA trends come in, and the gaps in your macros and help center get drafted and closed.
Months 2-3
The agent handles a wider range of contact reasons, escalations settle to the ones that truly need your team, and SLAs run steady.
How working with us works
- One flat monthly fee per repRecruiting, training, management, quality control and tools included. No recruiting or setup fee.
- Start with one repFull-time or from 20 hours a week, never shared with another client.
- You choose your repInterview four or five vetted candidates and pick who represents you. Most are bilingual in English and Spanish.
- Replaced at no costIf a rep underperforms for two weeks, we bring you new candidates.
- No long lock-inCancel with 30 days’ notice on the managed option, 14 days self-managed.
- Your data stays yoursGDPR, CCPA, SOC 2 and ISO 27001 practices; we sign your NDA and DPA.
Trusted by
350+ U.S. brands
Passionate Partner Committed to Our Mission
RemoteReps has elevated our customer service while bringing in new clients. They've earned our trust by acting as a true long-term partner caring, passionate, and fully aligned with our mission and brand.
Lenny Krayzelburg
CEO, SwimRight
Impressed with the team they built to drive results
I was incredibly impressed with the energy RemoteReps brought to our launch. Our rep secured several key appointments with high-priority prospects.
Excited to keep working together
After meeting with different companies, RemoteReps stood out as the clear winner. Incredibly helpful and knowledgeable team.
A pleasure to work with
Professional, organized, and highly responsive. Their project management systems are strong.
RemoteReps have done a great job for us
They are responsive, proactive, and a real partner in our success.
Very professional
They delivered results, as promised. We will work again in the future.
Great team
Very attentive to our needs, easy to connect with, and solution oriented in their approach.
Quick to adapt
Willing to adjust and adapt to the market and needed changes to maintain results.
Impressed with the team they built to drive results
I was incredibly impressed with the energy RemoteReps brought to our launch. Our rep secured several key appointments with high-priority prospects.
Excited to keep working together
After meeting with different companies, RemoteReps stood out as the clear winner. Incredibly helpful and knowledgeable team.
A pleasure to work with
Professional, organized, and highly responsive. Their project management systems are strong.
RemoteReps have done a great job for us
They are responsive, proactive, and a real partner in our success.
Very professional
They delivered results, as promised. We will work again in the future.
Great team
Very attentive to our needs, easy to connect with, and solution oriented in their approach.
Quick to adapt
Willing to adjust and adapt to the market and needed changes to maintain results.
Hire expert reps to fuel your pipeline
Build a predictable pipeline with a dedicated, managed rep who stays focused on booking high-quality conversations with your ideal leads.
- Talk to a strategist, not a bot
- No cost, no commitment consultation
- Walk away with a tailored proposal
Schedule your free strategy call
Frequently asked
questions
Customer support outsourcing is hiring trained agents through a partner to handle your tickets, chat and calls instead of building an in-house support team. The agents work only for you, inside your helpdesk, under your macros and your tone of voice. You keep ownership of the customer relationship and the SLAs they work to.
It fails on the staffing model, not on the people. Most providers sell shared headcount: one agent covers several brands, learns a script instead of your product, and is replaced when someone leaves, so nobody owns your account long enough to get good at it. We staff dedicated agents, you interview them before they start, and the same people stay.
Four things: whether the agents are dedicated to you or shared; whether you get to interview them before they start; who owns quality once they are live, and how often you see the scores; and what happens when an agent is not working out. Ask for the replacement process in writing.
You meet four or five vetted candidates, interview them and select your agents. We then build the training material with you: your product, your macros, your escalation paths and the answers to your most common tickets. You approve all of it before anyone touches a real customer. Agents are usually live seven to ten business days after you sign.
First response time, resolution time, CSAT and escalation rate, measured against the baseline you had before we started. We agree the targets during onboarding and report against them every week, in your helpdesk's own numbers rather than ours. If you do not have a baseline yet, the first month is the measurement and the targets are set from it.
Stop recruiting.
Start scaling.
Build your team in as little as 1-2 weeks. Book a free strategy call and walk away with a tailored hiring plan, before you spend a cent.
No cost, no commitment, just a plan. SOC 2 Type II.