Illustrative profile
Santiago M.
Customer Support Specialist
4 yearsEnglish C1ZendeskIntercomGorgiasHubSpot CRMEmail & live chatSLA handlingEscalationsKnowledge bases
Request similar talent ↗Managed support & operations · International teams
Experienced specialists. One accountable partner.
Phronesis builds English-speaking teams for customer support, technical support and back-office operations. You approve every specialist and keep control of your product; we manage the people operation.
Start with one specialistScale into a managed team
Interactive preview
Describe the role. See the matching flow.
Turn a real workload into a clear role brief, review relevant profiles and request introductions without running the recruiting process yourself.
Build a role brief
1 Brief aligned
2 Experience screened
3 Client introductions
Example shortlist
3 profiles
Customer support for a SaaS product
Available specialist
Serhii S.
Technical Support Specialist · L1/L2
3+ yearsEnglish C1SQL & databasesPostgreSQLREST APIsPostmanJSONZendeskJiraLog analysisBug reproductionIncident triage
Request Serhii ↗
Illustrative profile
Nina S.
Operations Specialist
5 yearsEnglish C1HubSpot CRMSalesforceAirtableNotionGoogle SheetsReportingData qualitySOP documentationQA checksWorkflow coordination
Request similar talent ↗Serhii is an available named specialist. Other profiles illustrate the level and format of a shortlist. Final availability and fit are confirmed against your brief.
Capabilities
Roles built around the work you need done.
We define the real workload first, then match experience, English level, schedule and tool knowledge to it. You meet and approve every specialist.
Customer Support
Clear, reliable frontline communication across the channels your customers already use.
- Email, chat and helpdesk queues
- Order, billing and account questions
- Escalation with full context
Technical & Product Support
Product-aware specialists who investigate issues, follow playbooks and document what engineering needs.
- First-line troubleshooting
- Bug reproduction and incident triage
- Knowledge base maintenance
Back Office & Operations
Structured execution for recurring workflows that need accuracy, speed and an accountable owner.
- CRM and data operations
- Account review and administration
- Recurring process execution
Content & Marketplace Operations
Human review and coordination for platforms where listings, partners and policy workflows create daily volume.
- Listing and catalog review
- Partner and seller operations
- Policy-based content workflows
Delivery model
From role brief to managed delivery.
The scope, owner and success criteria remain clear at every stage. You stay close to the work while Phronesis keeps the staffing operation running.
Scope the work
Tasks, tools, schedule, English level and success criteria become one clear role brief.
Meet the candidates
We screen for relevant experience and present matching people for your direct approval.
Embed the specialist
Onboarding covers your product, systems, procedures, access rules and escalation paths.
Manage and scale
We track attendance, quality and workload, solve people issues and add capacity when needed.
Quality control
You keep control. We keep delivery on track.
A strong specialist is only the start. Clear standards, regular review and fast action keep performance useful as workload and priorities change.
Attendance and availability
Schedules, absences and operational issues have a clear owner and escalation route.
Role-specific quality
Performance is reviewed against your SOPs, communication standards and agreed measures.
Useful reporting
You see workload, recurring issues, performance concerns and decisions that need your input.
Operational continuity
We manage replacement when a specialist cannot continue or the role requires a different fit.
Clear responsibility
Direct access for you. People operations handled by us.
You approve the peopleInterview every candidate and make the final selection.
They work in your systemsSet daily priorities, product rules and access permissions.
We manage performanceAttendance, quality reviews and people issues stay with Phronesis.
Capacity follows demandValidate one role, then add people around a proven workflow.
Commercial modelMonthly engagement per specialist. Role complexity, experience, coverage hours and team size shape the proposal.
Practical details
What clients usually ask.
Who selects the specialist?
You do. Phronesis screens candidates against the agreed role and presents matching profiles. Your team interviews and approves the final person.
Can the specialist work in our existing tools?
Yes. Onboarding is built around your current systems, procedures, access rules and escalation paths.
Can we begin with one person?
Yes. A single-role start is a practical way to validate the workflow before expanding the team.
Who manages the specialist day to day?
Your team sets product priorities and daily work. Phronesis manages staffing, attendance, performance review and continuity.
How is performance managed?
We agree on role-specific expectations, then monitor attendance, work quality and operating issues through a regular review rhythm.
What does the engagement cost?
Pricing depends on the role, required experience, schedule, workload and team size. Share the scope and we will return a clear proposal.
Send the role. Get a concrete next step.
Share the tasks, schedule, tools and expected workload. We will confirm fit, clarify the gaps and prepare the right candidate profile.