Outsourced customer support · since 2017

Every ticket, resolved.

ResolvedCX builds dedicated, work-from-home support teams in the Philippines for fast-growing brands. Our agents work inside your helpdesk and your Slack, are overseen by an experienced ResolvedCX manager, and scale up or down as your volume does.

Build your team See how it works

No long-term commitmentBilled only for hours workedAn experienced manager on every account

Support queueExample tickets

Agents online

Tracking hasn't updated since Tuesday. Where's my order? Resolved #48213 · Email · 4m
Can I swap to a medium before it ships? Resolved #48214 · Chat · 1m
Comment: "Does this come in navy?" Pending #48215 · Social · 2m
Update the billing address on my subscription Open #48216 · Phone · just now
My package arrived damaged. Can I get a replacement? Open #48217 · Email · just now

New York--:--

Manila--:--

Hundreds of ResolvedCX team members together in a ballroom at a company event — 350 people. One team.The ResolvedCX team at a company gathering in the Philippines.

Support teams for brands including

Why ResolvedCX

Remote-first, so agents stay and you pay less.

Most outsourcers pack agents into call centers. We've been 100% work-from-home from day one. Without office overhead we can charge clients less and pay agents more, and well-paid agents who don't commute tend to stick around.

CX reportExample

Support team · Sample week

1h 12mMedian first responseTarget 2h

92%CSATTarget 85%

98%QA scoreTarget 95%

1,284Tickets resolved+6% vs prior week

Tickets resolved per day

Illustrative numbers. Your data stays in your own helpdesk, and we can put together reporting like this whenever you ask.

Embedded in your stack

Agents train directly with your team and work in your helpdesk (Zendesk, Gorgias and others) and your Slack, so escalations take minutes, not days. No playbook yet? We'll help you write it.

A manager who knows your brand

Every account has an experienced ResolvedCX manager and team leads who handle scheduling, coaching and coverage, so you aren't managing agents yourself.

Industry-leading agent retention

Our agents stay with us far longer than is typical in outsourced support. Better pay, no commute and a real path into Tier 2, team lead and management roles keep them here, so the people who learn your product keep answering your customers.

Quality on your terms

QA is set up around each client: we agree what gets reviewed and how often. Your data stays in your own tools, and we can provide reporting on response time, CSAT and QA whenever you want it.

Flexible by design

Start with a few agents and add more as volume grows or the holidays hit. You're billed only for hours worked, with no long-term commitment.

Fast to staff

With about 350 people already on the team, we fill new seats from people we know. Send us your training materials and we can generally have new agents onboarded within a week.

Lower cost, without cutting corners

No call-center facilities to pay for means lower rates for you and better pay for agents.

How we compare

The flexibility of your own team, without the overhead.

Most companies weigh three options when support volume outgrows the founders. Here's how they differ.

Question	Hire in-house	Typical call center	ResolvedCX
Cost	US salaries, benefits and management time	Lower, with facility costs built into rates	Lower: no call-center overhead, billed only for hours worked
Commitment	Employment	Often annual contracts and minimums	No long-term commitment
Adding people	Weeks to months of recruiting	Depends on the vendor	New agents generally onboarded within a week of getting your materials
Who runs the team	You	The vendor's floor supervisors	An experienced ResolvedCX manager and team leads, working with you
Tools	Yours	Often the vendor's systems	Yours: your helpdesk and your Slack
Quality visibility	Whatever you build yourself	Varies by vendor	QA tailored to your team. Your data stays in your tools, with reporting on request
Where agents work	Your office or remote	A call-center floor	100% work-from-home, mostly in the Philippines, plus a small team in Latin America

Services

Support, and the work around it.

Start with one channel or hand us the whole queue, then add the back-office and admin work that piles up behind it. Every team is built around your volume, your hours and your tone of voice.

Email & tickets

Helpdesk support

Order status, returns, exchanges, subscriptions and account questions, answered in your brand's voice.

Live chat

Real-time chat

Fast, accurate answers while shoppers are still on your site, staffed to your peak hours.

Voice

Phone support

Inbound calls handled by agents screened for clear, confident spoken English.

Social

Comment monitoring

Replies to comments and DMs on your social channels, with problems escalated before they spread.

Operations

Order & back-office

Order edits, fraud checks, refunds, data entry and the other work behind every resolved ticket.

Admin

Virtual assistants

Dedicated assistants for scheduling, inbox management, research and day-to-day admin, recruited and managed by us.

Finance

Bookkeeping

Routine bookkeeping and finance admin handled by trained remote staff who work alongside your accountant.

Growth

Business development

Lead research, list building, CRM upkeep and outreach support that keep your sales team selling.

Staffed at every level:Tier 1Tier 2Team leadsAccount managers

Customer supportEmail, chat, phone and social

Virtual assistantsDedicated, recruited and managed

Back office & financeOrders, bookkeeping, business development

How it works

From first call to a working team.

No setup fees and no minimum term. We scope the work with you, staff the team, and keep adjusting as you grow.

Step 1

Scope

We learn your channels, volume, hours and tone, and agree a statement of work sized to it.

Step 2

Staff

We match agents from our bench or recruit to your profile. Everyone is screened for writing and speaking skills.

Step 3

Train

Agents train directly with your team inside your tools. We help build documentation if you don't have it yet.

Step 4

Run & scale

An experienced manager runs your team day to day, with QA set up around your standards. Add or reduce agents whenever you need to.

Real people, not a call center.

Every ResolvedCX agent works from home. These are some of our team in the Philippines.

Who we work with

Built for companies growing fast.

Most of our clients are venture-backed brands whose ticket volume grows faster than they can hire. We've supported them through launches, holiday peaks and growth spurts.

DTC & ecommerce

Order, shipping, returns and subscription support for consumer brands, including holiday coverage that scales back down in January.

Andie · Prose · Fellow · Firstleaf · PatternLearn more →

Health & wellness

Member support for health and wellness companies: accounts, billing, shipping and scheduling questions.

AgelessRx · Twentyeight Health · DutchLearn more →

Software & services

Customer and account support for SaaS and service businesses, where accuracy and product knowledge matter most.

Bambee · TuneCoreLearn more →

ResolvedCX's innovative customer support model allowed us to expand our business quickly. Hubble was able to handle the double-digit, month over month increase in customer inquiries while maintaining strong customer satisfaction and fast response times.

Ben CoganCo-founder & co-CEO, Hubble Contacts

Our story

Built by founders who needed it first.

A group of ResolvedCX team members at the company event photo wall

ResolvedCX started in 2017 with a simple bet: experienced, well-paid agents working from home in the Philippines could give customers better support than a crowded call center, at a lower cost.

One of our first clients was Hubble Contacts, whose inquiries were growing by double digits every month. We kept up, word spread through the founder community, and several of our first clients are still with us today.

Michael Feinberg

CEO

Michael leads ResolvedCX and is the first call for new clients, from scoping a first team to scaling it.

Leading the team in the Philippines

Ruvel BatuPhilippines Country Director

Careers

We're hiring in the Philippines.

Work-from-home Customer Support Coordinator roles supporting well-known US brands, with paid training, performance bonuses and room to grow.

See open roles

FAQ

Questions we hear on every first call.

Where are your agents located?

Most of our agents work from home across the Philippines, with a smaller team in Latin America. We've been fully remote since 2017, with managers and team leads on the ground in the Philippines. Our US team is based in Brooklyn, New York.

How does pricing work?

We bill hourly per agent under a simple statement of work sized to your volume. You're billed only for hours worked, and you can add or reduce agents as your needs change, with no long-term commitment.

How small can we start?

Many clients start with a handful of agents on one channel and grow from there. We size the team to your actual ticket volume, not a minimum headcount.

How quickly can agents start?

Once we have your training materials, we can generally onboard new agents within a week.

Can you help with work beyond customer support?

Yes. We also staff virtual assistants, bookkeeping support, back-office processing and business development roles, recruited and managed the same way as our support teams.

Get started

Let's build your support team.

Tell us about your channels and ticket volume. We'll come back with a proposed team and a plan to have agents trained and live.

Prefer email? Write to Michael Feinberg, our CEO, directly:

michael@resolvedcx.com