Customer Support & Operations
Run customer support and operations from Brazil, in your customers' hours.
Support and operations work well from Brazil because the coverage hours line up with North American customers and the talent base supports both Portuguese, Spanish and English delivery.
- Best fit
- Customer support specialists and Technical support engineers
- What changes the answer
- Coverage hours, language mix and channel mix drive cost more than headcount alone.
- Recommended route
- BPO for a complete support function
Roles and functions we build
- Customer support specialists
- Technical support engineers
- Operations analysts
- Order management and billing
- Team leads and quality analysts
- Workforce management
Models that usually fit
- BPO for a complete support function
- Nearshore teams you manage
- Staff augmentation for coverage gaps
- Managed teams against service levels
What to plan for
Brazil realities in this area
- Coverage hours, language mix and channel mix drive cost more than headcount alone.
- Quality and workforce management structures should be defined before ramp.
- Avoid stereotyped call-centre framing; these are skilled operating teams.
Next step
Send us the roles
Share the roles or the function you need in Brazil. You get a talent view, a model recommendation and the cost structure behind it.