Customer support that answers on your hours
A dedicated support teammate who replies to tickets and chats in your voice and flags anything that needs you.
Jobs this person takes over
- Answering email tickets and live chat
- Processing order changes and simple refunds you approve
- Updating help center articles
- Tagging tickets so you can see patterns
- Following up on open cases until they close
- Escalating tricky issues with clear notes
A sample week
An example of how a week could look once your teammate is settled in. Every role is shaped around your business.
Overnight tickets answered by midmorning
Refund requests prepared for your approval
Two help articles updated
Ticket tags reviewed for repeat questions
A weekly summary of the top issues
Tools they can work in
We recruit for the software you already use.
Zendesk, Gorgias or Freshdesk
Shopify or your order system
Intercom or a chat widget
Slack or Teams
When this hire pays off
Support pays off as soon as slow replies start costing you reviews or repeat orders. One dedicated teammate can clear the backlog and keep it clear.
It also frees you from answering the same ten questions every day.
The work, grouped by area
Tickets and chat
- Answering email and chat in your tone
- Tagging and routing tickets
- Merging duplicates
- Closing solved cases
Orders
- Changing addresses and items
- Preparing refunds for approval
- Tracking lost parcels with carriers
- Handling exchanges
Knowledge
- Writing and updating help articles
- Building saved replies
- Logging repeat questions
- Suggesting fixes to your product team
Follow up
- Checking in on open cases
- Asking happy customers for reviews
- Replying to public reviews
- Sending weekly support summaries
Software by name
We look for experience in the tools you already run. These are the ones owners ask about most.
Help desk
Zendesk, Gorgias, Freshdesk, Help Scout
Chat
Intercom, Tidio, LiveChat
Orders
Shopify, WooCommerce, Amazon Seller Central
Phone
RingCentral, Aircall, Dialpad
How onboarding works with delegateit
Start with a quick call
We learn where your time goes and scope the role with you, including hours and the tools you use.
We recruit and test
Candidates go through skills tests, live interviews and reference checks before you meet anyone.
You interview and choose
You meet the finalists yourself and pick the person who fits. Once you choose they can start within 24 hours.
Your client success manager runs onboarding
You get one named contact who helps set up access, first tasks and regular check ins. Your new teammate writes down your processes as they learn them.
You direct the work
You set priorities day to day. We handle payroll and HR. If the fit is wrong we recruit a replacement at no cost under our guarantee.
Your hiring checklist
Have these ready before the call and your shortlist will be sharper.
- Export your twenty most common questions
- Write your refund and exchange rules
- Share your tone of voice with a few sample replies
- Decide the hours and days you need covered
- Set the rules for when to escalate to you
Questions worth asking in the interview
You interview every finalist yourself. These questions show how someone actually works.
- Reply to this angry customer email in writing. A short live test shows tone fast.
- When would you give a refund without asking me? Listen for respect for your rules.
- How do you handle a question you cannot answer? Good answers include a holding reply and an escalation.
- Which help desk tools have you used? Match them to yours.
- How would you spot a recurring product problem? Look for tagging and reporting habits.
What it costs per hour
A full time customer support starts at $1,500 a month for about 160 hours, which is roughly $9.38 an hour. Part time starts at $900 a month for about 80 hours. Benefits and payroll on our side are included in that rate and plans run month to month with 30 days notice.
See how that stacks up against published prices from other providers and US employer cost data in our virtual assistant cost guide, or compare with a local hire in delegateit or a local hire.
Your first 30 days
A simple rhythm that works for most owners. Your client success manager helps you adjust it.
Week one
Give access to your main tools and hand over three or four tasks you do every week. Record a short screen video of how you do each one. Your teammate turns those into written steps you can check.
Week two
Add the next layer of work. Read the end of day notes and correct anything that is off while habits are still forming. Small fixes now save hours later.
Week three
Move from checking everything to checking samples. Agree the numbers you will look at each week so feedback stays tied to results.
Week four
Sit down with your teammate and your client success manager. Talk about what is working and what to hand over next. Most owners find a few more tasks they forgot they were doing.
What to measure
Pick two or three numbers and review them every week with your teammate. These are good places to start.
- First reply time
- Tickets solved per day
- Review scores and repeat contacts
Keep the list short. If a number stops being useful, swap it for one that is.
Roles that pair well
As the work grows, owners often add one of these next.
- Ecommerce and Shopify Assistant. Listings and orders kept moving in your store.
- Reception and Scheduling. Calls returned and appointments filled.
- Data Entry Assistant. Records entered and cleaned up with care.
Browse every role we staff or read our cost and comparison guides.
What it costs
This role is usually on the Assistant plan. Your final rate is confirmed in writing before anyone starts.
Assistant
from $1,500/mo
Full time for about 160 hours a month. Part time from $900/mo for about 80 hours.
Team
Several seats with a team lead. Quoted after a call.
Our satisfaction guarantee† see guarantee note
We want you fully happy with the person working for you. If your offshore hire isn't the right fit, tell your client success manager and we will replace them and recruit someone new for you, and we keep going until you are happy with your team.
Book a free callQuestions owners ask
Will customers know they are talking to an offshore teammate?
Your teammate works under your brand and follows your tone guide. Many owners introduce them by first name like any other staff member.
Can they cover weekends?
Coverage is set when we scope the role. Tell us the hours you need on the call.
What about phone support?
Phone support is possible for many roles. We look at how many calls come in and which phone system you run before we recruit.
Can support work weekends?
Coverage hours are agreed when we scope the role, so tell us what you need on the call.
Will they use AI to draft replies?
We encourage it for speed. Your teammate still owns every reply and follows your rules.
What happens if the person is not a good fit?
Tell your client success manager. We recruit and place a replacement at no cost and keep going until you are happy, for as long as your account is active.
Is there a long contract?
No. Plans are month to month and you can cancel with 30 days notice.
How is my data protected?
Everyone we place signs an NDA and only gets access to what the job needs. You control every login.
Further reading
* Start times count from when you choose your hire after interviewing them. Timing is confirmed case by case for each applicant.
† Our satisfaction guarantee is a promise to replace and recruit staff until you are happy. It is a replacement promise and does not include refunds of fees for time already worked. Read the full guarantee terms.