Get a college-educated, remote support rep who works your US hours, answers in your brand voice and closes tickets from day seven. Talent from $6 per hour, month to month, with daily QA scorecards built in.
When you hire a customer support representative, you are not buying ticket volume. You are buying resolutions. Most outsourced support fails at the same point: the rep can follow a script but cannot handle the customer who went off it. Every escalation lands back on your desk, your first response time slips, and your CSAT drops while you pay for coverage you still have to supervise.
RevHires fixes the training gap before the rep ever touches a ticket. We clone your SOPs, macros, tone and escalation rules into scenario training, then calibrate QA against your own examples. Your rep goes live on day seven knowing what a good answer looks like at your company, and a pod lead scores their work every day so standards hold after the first week.
A customer support representative, also called a customer service representative, CSR or support agent, is the front line between your product and the people paying for it. They answer questions by email, phone and chat, troubleshoot account and order problems, process routine requests like refunds or plan changes, and document every interaction in your help desk. A strong rep resolves most contacts on the first touch, escalates the rest with complete notes, and feeds recurring issues back to your team so the same ticket stops coming in.
Works your email, phone and chat queues in Zendesk, Freshdesk or HubSpot, prioritizing by SLA and customer tier. Uses your approved macros as a starting point, then personalizes each reply so customers get a real answer, not a canned paragraph that triggers a second ticket.
Walks customers through login failures, billing errors, password resets and configuration problems using your internal knowledge base. Reproduces the issue where possible, captures screenshots and steps, and confirms the fix with the customer before closing so reopen rates stay low.
Handles refunds, credits, plan changes and cancellations inside the limits you set during SOP voice cloning. Knows exactly which requests they can approve alone, which need a manager, and how to log each action so your finance team can reconcile it without chasing anyone.
When an issue needs engineering, billing or a manager, the rep tags it correctly and writes an escalation note with the customer history, steps already tried and the exact ask. Your tier two team picks it up without reading the whole thread or re-contacting the customer.
Spots cancellation intent and frustrated language early and applies your retention playbook: acknowledging the problem, offering the right fix or concession, and routing true churn risks to the account owner. Every save attempt is logged so you can see which offers actually keep customers.
Flags outdated help articles, drafts new macros for repeat questions and suggests FAQ updates based on ticket trends. Over time this cuts your ticket volume, because customers find the answer themselves and new reps ramp faster from documentation that matches reality.
Applies consistent tags and reason codes to every ticket so your dashboards are accurate. Surfaces weekly patterns, like a spike in shipping complaints or a confusing onboarding step, so product and ops can fix the root cause instead of staffing around it.
Works against the first response time, resolution time and CSAT targets you define. Their numbers show up on a daily QA scorecard reviewed by a RevHires pod lead, so slippage gets coached the same week rather than discovered in a quarterly review.
Every profile includes a voice clip, enterprise background, English level and a scored role play.
Every customer support candidate completes a written English assessment, a live phone role play with an angry customer who wants a refund outside policy, and a timed ticket test where they answer five real-style emails using a mock knowledge base. We score empathy, accuracy and how well they hold policy without sounding robotic. Finalists do a help desk navigation task so we know they can work Zendesk or Freshdesk on day one, not week three.
The US figure is the BLS national median base wage for customer service representatives, about $3,730 a month, loaded by 30% for payroll tax and benefits. It does not include recruiting fees, help desk training time or the manager hours you spend on QA. Through RevHires, a full-time hire in this role typically earns $6 to $15 per hour. The RevHires figure uses the top of that range, $15 per hour at 40 hours, paid direct to your hire or through RevHires, plus one flat placement fee. Want the team managed for you? Done-for-you pricing is covered on your strategy call.
Your ICP, offer, scripts, tools and targets.
Your tone, scripts and objection tree, trained in.
Live role plays against your real objections.
Scorecard set to your definition of good.
Dials, tickets or tasks, with daily reporting.
One all-inclusive rate, month to month, based on your hours and team size. No payroll tax, benefits or recruiting fees. Quick replacement on every managed plan.
Through RevHires, a full-time customer support rep typically earns $6 to $15 per hour, about $1,040 to $2,600 per month, paid direct to your hire or through RevHires. You pay one flat placement fee, and only when you hire. Want the team managed for you? Done-for-you pricing is covered on your strategy call.
Seven days from kickoff to live tickets. Day one is discovery, days two and three are SOP voice cloning where we turn your macros and policies into training, days four and five are scenario training on your real ticket types, day six is QA calibration against your examples, and day seven your rep is live in your queue.
Our support reps are college-educated with near-native English, and many come from customer-facing roles at companies like Vodafone, Amazon and Microsoft. More importantly, they are trained on your tone guide and real ticket examples before going live, so replies sound like your brand. Daily QA scoring covers tone and grammar, not just accuracy, so drift gets corrected fast.
Your rep is remote but works your US hours, on the schedule we set together during discovery. That can mean standard Eastern business hours, Pacific coverage, or a split shift that matches when your ticket volume actually peaks. They join your Slack and stand-ups like any other team member, so there is no overnight lag on handoffs.
RevHires does. Each rep sits in a pod with a dedicated lead who reviews tickets daily against a QA scorecard built from your standards, runs weekly performance reviews and coaches on anything that slips. You set priorities and see the scores. You do not have to build a QA program or supervise individual tickets yourself.
Every engagement runs under an NDA and our data handling protocols, and reps only get the system access their role needs. For healthcare clients we sign BAAs and train reps on HIPAA-aligned data handling. You keep ownership of your help desk and accounts, so you control permissions and can revoke access at any time.
Tell your pod lead, or we will usually flag it first from the daily scorecards. If coaching does not fix it, we replace the rep quickly at no extra staffing charge, and the replacement goes through the same SOP training so you do not start from scratch. Because the engagement is month to month, you are never locked into a team that is not performing.
See the shortlist, hear the voice clips, and get the right hire in front of your buyers fast.