Fast-scaling DTC brands shouldn't stall because they can't hire support fast enough. Our nearshore agents handle subscriptions, returns, social media care, and peak-season surges — ramped in under three weeks, bilingual, and 30–50% less than in-house.
DTC brands scale faster than traditional hiring allows. When your revenue is up 200% but your CS team is still 5 people, the gaps are felt by customers — and your reviews.
A viral product moment, a successful ad campaign, or a new retail partnership can triple your ticket volume in 30 days. You can't build an in-house team that fast — so customers wait, and churn spikes.
Pause, skip, swap, cancel, reactivate — subscription customers need constant hands-on attention. One bad experience at a cancel request and a loyal subscriber is gone. Most internal teams can't handle the volume with the care it needs.
DTC return rates average 20–30%. Every return is a conversation, a decision, and an opportunity to save or lose the customer. When agents are overwhelmed, they take shortcuts — and customers feel it.
DTC customers complain publicly — Instagram comments, TikTok replies, Twitter DMs. An unanswered complaint at scale becomes a brand incident. Most brands don't have dedicated social CS staffing, so it falls on the marketing team.
BFCM, holiday gifting, Valentine's Day, Mother's Day — DTC brands live and die by seasonal peaks. You need 3× the headcount for 6 weeks, then back to baseline. You can't hire full-time for that math.
US CS reps cost $45,000–$65,000/year fully loaded. At 10 headcount, you're at $600K before tools, management, or QA. For a $10M DTC brand, that's 6% of revenue to support — before you account for turnover.
We build a dedicated nearshore pod trained on your brand voice, your product catalog, and your subscription and return policies — ready to flex up or down as your volume moves.
Our 210+ agent operation runs a trained DTC bench. When you need surge capacity, we activate it — not advertise for it. When the season ends, you dial down without severance conversations.
Subscription support done right is retention work, not just customer service. We handle every touchpoint — and every pause or cancel request — as an opportunity to retain the subscriber.
A smooth return experience turns a disappointed customer into a repeat buyer. We handle the full returns and exchange lifecycle with a brand-voice approach, not a robotic policy recitation.
DTC customers are vocal — publicly. We staff dedicated social care agents who respond to comments, DMs, and mentions in your brand voice, keeping your social presence clean and your customers heard.
Anonymized aggregates across our DTC and e-commerce client base. Updated quarterly.
We cover the full channel mix. Mix and match based on where your customers actually reach out — and where your brand lives publicly.
<90s first response. Works with Gorgias, Intercom, Zendesk, and Shopify Inbox.
<4hr first response. Full macro management, template governance, and CSAT surveys.
Instagram, Facebook, and TikTok. Brand-voice replies, moderation, and escalation playbooks.
Bilingual EN/ES agents. Available for high-value brands where phone drives loyalty.
We launched a new product line and got buried. Blackstar had agents live in 12 days, trained on our SKUs, and handling our Gorgias queue like they'd been there for a year. Our CSAT went up during the busiest period we've ever had.
Calculate your cost savings and explore the research behind nearshore outsourcing for direct-to-consumer brands.
Estimate your annual savings vs. in-house US support. Takes 90 seconds — enter seat count, volume, and channels.
The real cost of in-house vs. nearshore vs. offshore — hidden fees, ROI benchmarks, and a 10-agent model comparison.
Salary, benefits, recruiting, training, turnover — the full loaded cost of in-house support vs. a nearshore BPO seat rate.
DTC is one of our six primary verticals. See how we approach the others.
Peak-season scaling, WISMO deflection, returns handling, and multi-channel support for online retail brands.
Tier 1/Tier 2 support, onboarding assistance, and churn prevention for software companies.
Compliance-aware support for financial services — fraud alerts, account inquiries, bilingual US Hispanic banking.
HIPAA-trained bilingual agents for patient intake, claims support, and 24/7 coverage.
Claims support, FNOL intake, policy inquiries, and seasonal surge staffing for carriers and MGAs.
Tell us your current ticket volume, channels, and peak timing. We'll model headcount, SLAs, and cost — no obligation, no contract required to start.
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