Services
Customer support from experienced Filipino reps
Email, chat and phone support that answers quickly and writes clearly, from reps who have worked real support queues before.
Roles
Who we place
Also available
- Email and chat support
- Phone support
- Help desk setup
- Macros and saved replies
Support is where customers decide whether to stay
A slow or careless reply costs more than the ticket. Customers remember whether they got an answer, and whether it sounded like someone cared. That is why we scout support reps who have already worked real queues, not people learning on your customers.
What a support VA can own
- First response on email and chat, within the time you set
- Order lookups, refunds and exchanges within your policy
- Account questions, password resets and how-to answers
- Tagging and routing tickets so patterns show up
- Keeping saved replies and help articles current
- A weekly summary of what customers asked about most
The role
We scout customer service representatives from BPO support accounts, e-commerce brands and SaaS companies, and we look for hands-on time in the help desk you use, whether that’s Zendesk, Gorgias, Freshdesk or Intercom. For online stores specifically, see our e-commerce page, and for software companies, SaaS customer support.
Getting quality right
Support quality comes from three things: clear policies, good saved replies and regular review. In a managed engagement, reviewing a sample of tickets is part of how we check the work. In a placement, you run that review yourself, and a simple weekly sample of ten tickets is a good place to start.
How we vet
Eight checks before you meet anyone
Every Filipino VA we place has passed all eight. The last one is yours.
- 01
Application and portfolio review
We read real work samples, not only a résumé.
- 02
Past employment check
We confirm they held the roles they list.
- 03
Skills test for the role
A practical test built for the job you are hiring for.
- 04
Live English interview
Spoken, so we hear clarity, listening and judgment.
- 05
Paid trial task
A real task under normal conditions, and we pay for it.
- 06
Background check
Completed before any client work begins.
- 07
NDA
Signed before they see anything of yours.
- 08
You interview the shortlist
You meet the finalists and make the call.
FAQ
Common questions
Can a Filipino customer service rep handle US customers?
Yes. The Philippines built much of its outsourcing industry on US customer support, so many reps have years of experience with US customers, tone and expectations. We check spoken and written English in the live interview and the paid trial.
What happens when a customer issue is beyond the rep?
You agree on escalation rules in week one: which issues come to you, how fast, and through which channel. Refunds above a set amount, legal threats and angry VIP customers are common examples.
Do you set up the help desk, or do we need one already?
Either works. If you already use a help desk, the rep works inside it. If support runs out of a shared inbox, our business solutions work can set up a proper help desk with saved replies first.
Tell us what's slowing your business down.
Book a 30-minute discovery call. Bring your task list and a budget range, and we'll show you what to delegate first.
Book a discovery call