HIRE GLOBAL CUSTOMER SUPPORT
Hire a Customer Support Rep From $1,000/Month
Your SOPs cover 9 out of 10 tickets. We place support reps with the judgment to handle the 10th, without costing you money or the customer.
“Our customers absolutely love her. She’s hardworking, great communicator, and just really, really impressive.”
Sarah, Grace & Able · Her HireUA hire Katya manages their customer support and customer experience.
1,100+Placements made
40+Countries we recruit from
40+Roles we fill
Customer Support Hires
Real People. Real Businesses. Real Results.
Founders who handed the inbox to a HireUA hire.
3 days
From 6 qualified candidates to a hire
José Rosado
José usually got around 100 applications per role from his audience. We sent him 6 qualified candidates, and he hired a Spanish-speaking team member based in Spain in about 3 days.
Partner
From first hire to Operations Manager
Marcos Ruiz, The Birdhouse
Marcos’s first HireUA hire took on client success and onboarding, and became his Operations Manager and partner as The Birdhouse grew to seven figures.
The 10th Ticket
Nine Tickets Follow the SOP. The 10th Decides Whether They Come Back.
Most support is repeatable. Where’s my order, how do I reset my password, can I change my plan. Write the SOP, load the canned replies, done.
Then one ticket in ten doesn’t fit. No SOP covers it, and that’s the ticket you worry about.
A rep without judgment goes one of two ways. They give away too much: a full refund, a free replacement, a discount nobody approved. Or they stick to the script and burn the customer, who leaves a bad review and never comes back.
Either way, you pay for it. So you end up checking every unusual reply yourself, which is the job you hired someone to take off your plate.
That’s what we screen for: people with the judgment to find the fix that keeps the customer happy without losing you money.
“Everything is completely taken off your plate. They do everything for you.”
“In half a day, I found the person that I needed.”
“I’ve been using HireUA for two years now… it’s one of the best things I’ve ever done.”
The Roles
Every Support Seat, Covered
We place support hires across every channel your customers use.
01
Inbox & Email Support
Works the queue, clears the backlog and writes replies that sound like your brand, not a template.
02
Live Chat
Answers in minutes, juggles several chats at once and knows when to take a conversation off chat.
03
Phone Support
Calm on the phone, clear in English and good at turning an angry caller into a resolved one.
04
Shopify & Ecom Support
Orders, refunds, returns, shipping problems and subscriptions, handled inside Shopify and your helpdesk.
05
Technical & SaaS Support
Troubleshoots bugs, reproduces issues, writes clear tickets for engineering and walks users through fixes.
06
Support Team Lead
Owns the queue, the SOPs, QA and the reps, so you stop being the escalation point.
Support & AI
Chatbots Work. Do Your Customers Like Them?
AI handles the easy tickets well. But think about the last time you fought your way through an AI phone tree to get help with something you pay for.
01
What AI Handles
Order status, FAQs, password resets and routing. Let it take the repeatable volume.
02
What It Creates
Customers who had to fight through bots to reach anyone. They arrive frustrated and already halfway out the door.
03
Our Take
You need a human who can de-escalate after the bot, fix the real problem and keep the customer. That’s who we place.
How We Screen
Judgment You Can’t Write Into an SOP
01
Out-of-the-Box Thinking
We test candidates on edge cases, not just scripts, and look for people who find the fix nobody wrote down.
02
Commercial Sense
The right answer keeps the customer happy without giving away the store. Our candidates weigh both.
03
Written English & Your Tools
Clear, warm writing checked on real sample tickets, plus hands-on experience with the helpdesk and store you already use.
04
De-Escalation
Calm with angry customers, including the ones who just fought their way through a chatbot to reach a person.
05
Knowing When to Escalate
Solves what they can, and flags what they shouldn’t decide alone, with the context you need to act fast.
06
Ownership & Follow-Through
Closes the loop on every ticket instead of passing it on, and follows up until the customer is sorted.
Global Talent
Great Support Reps Aren’t Limited to Your Zip Code.
EUROPE
Eastern Europe
Our pick on effectiveness. Strong problem solvers who are great at technical and SaaS support.
ASIA
The Philippines
Our pick on cost. Strong English, a deep support talent pool and easy overnight or 24/7 coverage.
Customer Support Salaries
What Does a Great Support Rep Cost?
Up to 82% less than a comparable US hire.
CUSTOMER SUPPORT REP
From $1,000
per month · full-time
- Email, chat or phone support
- Excellent written English
- Helpdesk and Shopify experience
- Judgment on edge cases
- Best for: ecom brands, SaaS and service businesses clearing a busy queue.
SUPPORT TEAM LEAD
From $2,500
per month · full-time
- Manages reps and the queue
- Writes and updates SOPs
- QA and escalations
- Reporting on response times and CSAT
HOW YOU PAY HIREUA
Two ways to hire
Monthly Hire or Direct Hire
- Monthly Hire: you pay HireUA, and we pay and administer your support hire, including payroll and compliance.
- Direct Hire: you employ your hire directly. Placement fee of 15% of annual salary, $3,000 minimum.
By Industry
What to Look For in a Support Rep, by Industry
INDUSTRY
DTC eCommerce
Look for Shopify and Gorgias experience, refund and returns judgment, and a tone that fits your brand.
INDUSTRY
SaaS & Tech
Look for technical curiosity, bug reproduction, clear tickets for engineering and Zendesk or Intercom.
INDUSTRY
Coaches & Consultants
Look for warmth with high-ticket clients, member community support and calendar and billing help.
INDUSTRY
Marketing Agencies
Look for client-facing polish and the ability to answer for many brands without mixing them up.
INDUSTRY
SEO Agencies
Look for clear written updates for clients who are waiting on rankings, and reps who keep reporting questions off your desk.
INDUSTRY
Lead Gen Agencies
Look for fast, accurate replies to clients about leads and campaigns, and the judgment to know when an issue needs you.
Ready when you are
Meet Vetted Support Reps in 5 Days.
Book a call, tell us the role, and we’ll show you vetted candidates within 5 days of kickoff.
Vetted candidates · Monthly Hire or Direct Hire
Questions
Customer Support FAQs
How much does it cost to hire a Customer Support Rep?
Support reps start from about $1,000 a month full-time, up to 82% less than a comparable US hire. Team leads cost more depending on experience.
Which helpdesk tools do your support hires know?
Our candidates have worked in Gorgias, Zendesk, Intercom, HubSpot, Help Scout and Shopify. Tell us your stack, and we’ll screen for it.
Should I just use an AI chatbot?
Use AI for the repeatable tickets. But customers who fight through a bot arrive frustrated, and you need a person who can de-escalate and fix the real problem.
What should I look for in a support rep for an ecommerce company?
Shopify and Gorgias experience, good judgment on refunds and returns, and a voice that fits your brand. See our DTC eCommerce page.
What should I look for in a support rep for a SaaS company?
Technical curiosity, the patience to walk users through fixes and clear bug reports for engineering. See our SaaS page.
Can you cover nights, weekends or 24/7?
Yes. The Philippines makes overnight coverage easy, and Latin America overlaps with US hours.
How do you screen for judgment?
We test candidates on real edge cases where no SOP applies, and we look for answers that keep the customer without giving the business away.
How quickly can I meet candidates?
Most searches have qualified candidates in front of you within 5 days of kickoff.
What’s the difference between Monthly Hire and Direct Hire?
With Monthly Hire, you pay HireUA, and we pay and administer your hire, including payroll and compliance. With Direct Hire, you employ the person directly and pay a placement fee of 15% of annual salary, $3,000 minimum.
Related Guides
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Hire the Human Your Customers Want to Reach.
Tell us your channels, your tools and your toughest tickets. We’ll recruit support reps who can handle the 10th one.