Customer Support
Build a dedicated, pre-vetted customer support pod that acts as a natural extension of your brand. Deliver 24/7 empathetic, high-resolution customer experiences while reducing operational overhead by up to 70%.
< 60s
First Response Time
98%
Resolution SLA
24/7/365
Global Coverage
Live Support Active
Dedicated Pod #04 • Full SLA
100+
Dedicated Teams
Deployed across high-growth startups and established global brands.
A customer support team that acts like your own
Traditional outsourcing hands your customers over to disconnected call centers with high turnover and scripted replies. At Shaz & Co., we build dedicated support pods that integrate directly into your daily operations.
100% Dedicated to your brand
Your agents work exclusively for you. We never use shared call pools or fractional staffing models.
Trained on your tone of voice and SOPs
We onboard agents into your exact workflows, help docs, macros, and brand guidelines before Day One.
Embedded in your Slack & daily standups
Communication is seamless. Your remote pod participates in team channels, sprint check-ins, and product announcements.
Rigorous ongoing QA & CSAT tracking
Dedicated team leads audit ticket samples weekly, providing actionable coaching and CSAT analytics.
Full-spectrum support roles tailored to your stack
Whether you need a single specialist to handle weekend live chat or a 10-person multi-tiered support pod, we hire domain experts with proven English proficiency and tool expertise.
Tier 1 Customer Care & Helpdesk
Fast, accurate first-touch resolution for inbound customer questions, FAQs, account settings, and general inquiries.
Core Competencies
Tier 2 Technical Support
Deep troubleshooting for SaaS, apps, hardware, API integrations, error logs, and complex user-reported issues.
Core Competencies
Live Chat & Omnichannel Agents
Sub-minute engagement across Intercom, Zendesk Chat, WhatsApp, and social inboxes to maximize satisfaction and conversion.
Core Competencies
Email & High-Volume Queues
Meticulous inbox zero discipline, macro optimization, SLA monitoring, and high-volume ticket handling.
Core Competencies
Voice & Phone Support
Empathetic, clear English-speaking agents handling inbound phone lines, customer inquiries, and phone escalations.
Core Competencies
E-Commerce & Order Operations
Dedicated support for Shopify, Amazon, and WooCommerce brands managing orders, refunds, exchanges, and disputes.
Core Competencies
Escalations & Churn Prevention
Seasoned advocates adept at defusing frustrated customers, resolving SLA breaches, and protecting brand loyalty.
Core Competencies
QA & Knowledge Base Management
Maintain your customer-facing help center, draft internal SOPs, audit ticket quality, and coach frontline representatives.
Core Competencies
Why offshore customer support with Shaz?
We hold our offshore support pods to the exact same rigorous KPIs and SLAs as tier-1 domestic teams — while delivering predictable economics and 70% cost savings.
99.8%
SLA Commitment Adherence
Audited continuously with automated ticket quality scoring and real-time dashboard analytics.
< 60s
First Response Time
Instant live chat and omnichannel response times that delight modern customers and prevent drop-off.
98.2%
First Contact Resolution
Thorough, knowledgeable initial troubleshooting that fixes customer issues on the very first touchpoint.
94%+
Average CSAT Score
Consistently top-tier satisfaction ratings collected across post-resolution surveys and Net Promoter metrics.
24/7/365
Seamless Global Coverage
Follow-the-sun shift rotations ensuring your support channels never go dark across US, EMEA, and APAC hours.
Tools & technology our teams master
Our specialists plug directly into the toolstack you already use. No retraining required, no complex migrations — just instant capability.
Helpdesk & Omnichannel
Zendesk
Support, Guide & Chat
Intercom
Messenger & Fin AI
Freshdesk
Omnichannel Helpdesk
Salesforce
Service Cloud & CRM
E-Commerce & Specialized
Gorgias
Shopify / DTC CX
Front
Collaborative Inboxes
Help Scout
Customer Communication
Kustomer
Modern CRM Platform
Telephony & Incident Management
Aircall
Cloud Phone System
Jira Service
Technical Escalations
Talkdesk
Enterprise Contact Center
Slack & Loom
Team Sync & Async Video
Tailored team pods for every growth stage
Choose the pod structure that matches your current ticket volume and expand effortlessly as your customer base scales.
The Starter Pod
1 to 3 Dedicated Agents
Ideal for seed and Series A startups extending support coverage into evenings, weekends, or peak traffic spikes.
The 24/7 Follow-the-Sun Pod
4 to 8 Agents + Team Lead
Full round-the-clock shift rotations covering Americas, EMEA, and APAC with seamless shift handovers and sub-60s response times.
The Full Support Department
10+ Agents + Supervisors & QA
End-to-end customer operations department with specialized Tier-1, Tier-2, and Tier-3 technical escalation layers.
Simple, transparent monthly pricing
All-inclusive monthly cost per dedicated specialist. Zero recruitment fees, zero hardware surcharges, zero hidden markups.
Tier 1 Support Agent
per month / dedicated agent
Frontline customer care across live chat, email queues, order management, and general FAQ resolution.
Tier 2 Technical Support
per month / dedicated specialist
In-depth troubleshooting for software platforms, technical issue reproduction, API logs, and escalation handling.
Team Lead & QA Manager
per month / dedicated lead
Experienced frontline lead overseeing pod shifts, ticket QA grading, SLA compliance, and weekly KPI reporting.
Verified Outcome
CSAT +28%
First response time dropped from 4 hours to under 3 minutes.
“Our offshore support team with Shaz doesn't feel remote at all. They participate in our Slack channels, refine our macros weekly, and treat our customers like their own. It has been a total game-changer for our customer retention.”
David Hoffman
VP of Customer Experience, CloudScale Inc.
BUILD YOUR CUSTOMER SUPPORT TEAM
Tell us your ticket volume, preferred channels, and coverage hours. We will present matched, pre-vetted support profiles within 48 hours.