Your engineers shouldn't be triaging password resets. Our nearshore agents handle Tier 1 and Tier 2 technical support, onboarding, and churn-risk interventions — 24/7, bilingual, at 30–50% less than in-house.
Scaling a SaaS support team isn't a headcount problem — it's a coverage, expertise, and cost problem. Here's where it typically breaks.
Password resets, billing questions, and basic how-to tickets don't need a senior engineer. But without proper Tier 1 coverage, they end up there anyway — burning $150/hr talent on $10 problems.
SaaS is global. If your enterprise customers in APAC or EMEA submit tickets at 3am PT and wait 9 hours for a response, your expansion NRR takes the hit.
Research consistently shows that 67% of churn is preventable. The early warning signs — frustration signals, unanswered tickets, failed onboarding — show up in support long before they show up in your revenue.
The biggest churn window is the first 30 days. If a new user can't get the product working and can't reach support, they don't complain — they just churn quietly.
As you grow, ticket volume grows proportionally. But support headcount scales linearly while ARR can scale exponentially — the gap between what support costs and what it's worth keeps widening.
Without a clear Tier 1 → Tier 2 → Engineering escalation playbook, every agent makes a different decision. Response quality is inconsistent. Your senior team gets pulled in unpredictably.
We map your ticket taxonomy before we hire a single agent. Every escalation path is defined in writing — no guesswork, no inconsistency.
High-volume, lower-complexity tickets handled by trained agents working your playbooks. Keeps engineers clean.
More complex issues requiring product knowledge and limited system access. Staffed by agents with defined technical training paths.
Dedicated onboarding assistance during the critical first 30 days — before users become at-risk churners.
The best SaaS support teams aren't cost centers — they're early-warning systems for expansion and churn. We build those signals in from day one.
Agents are trained to flag frustration signals, repeated failures, and account disengagement — and escalate to your CS team before they become churned accounts.
Rosarito is in the Pacific timezone. We extend US coverage into overnight hours and provide true 24/7 SLA coverage for enterprise customers in APAC and EMEA.
We work with your team to build a written escalation playbook. Every ticket that goes to engineering comes with a full context brief — no "the user said it's broken" escalations.
We work inside your existing tools — no migrations, no new platforms, no integration projects before we can start.
Anonymized aggregates across our SaaS client base. Updated quarterly.
The escalation playbook we built together in week one is still running eighteen months later. Our engineering team went from handling 40% of all tickets to under 8%. That's the actual value — not just the cost savings.
Use our calculator to estimate savings for your SaaS team, or explore the research behind the numbers.
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.
5 signals your SaaS team is ready to outsource — plus a stage-by-stage decision matrix for Seed through Series B.
How an Enterprise SaaS cleared its onboarding backlog, retained 23 at-risk accounts, and saved $2.1M ARR — with real metrics.
SaaS is one of our six primary verticals. See how we approach the others.
Peak season scaling, returns handling, WISMO deflection, and multi-channel support for online retailers.
HIPAA-trained bilingual agents for patient intake, claims support, appointment scheduling, and 24/7 coverage.
Claims support, FNOL intake, policy inquiries, and seasonal surge staffing for carriers and MGAs.
Compliance-aware support for financial services — fraud alerts, account inquiries, bilingual US Hispanic banking.
Flex-scale support for fast-growing direct-to-consumer brands — subscriptions, social care, and peak-season surge.
Share your tier breakdown, ticket volume, and coverage gaps. We'll propose a staffing model, SLAs, and escalation structure — no obligation.
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