Build capacity without the hiring overhead
One scoped monthly model combines the specialist, recruiting, staffing administration and agreed quality reviews. Compare the complete proposal with the full cost of adding the same capacity internally.
Support staffing for US & European companies
Dedicated support.
Managed end to end.
Expand support capacity without adding another recruiting and workforce-management burden. You interview and approve the specialist, then control the hours, tasks, access and priorities. Phronesis handles recruiting, attendance, performance tracking and weekly quality reviews through one scoped monthly model.
Efficient team economicsYou approve the specialistStaffing & weekly QA included
The employer benefit
Better team economics.
Direct operational control.
Use international staffing to build an efficient support operation while retaining direct control over the specialist, schedule, responsibilities and customer experience.
Keep control of the person and the work
You approve the specialist and define hours, tasks, tools, access, SOPs and escalation rules. The role operates inside your existing workflow.
Remove routine workforce administration
Phronesis manages recruiting, attendance, performance tracking and weekly work reviews. Your managers keep product direction without running the staffing layer.
What changes for your team
| Responsibility | Direct hire | With Phronesis |
|---|---|---|
| Recruiting & screening | Your team runs the search. | We recruit and screen. You approve the person. |
| Attendance & quality checks | Your team manages them. | We track attendance and review work weekly. |
| Staffing cost | Salary, employer costs, recruiting and administration. | One monthly service fee covering the specialist, staffing administration and agreed QA. |
| Product training & priorities | Your team provides them. | Your team provides them; we support onboarding. |
Every proposal shows the role, schedule, included management and monthly fee so you can compare it with your real local employment cost. Software licences and product training remain part of your setup.
Start with the work
Which queue needs
an extra pair of hands?
Choose support or operations, then describe the work. Your proposal sets out the candidate requirements, coverage and monthly fee.
Your role brief
1 Agree tasks and schedule
2 Review checked candidates
3 Approve one person to start
Role directions
3 role examples
Three ways to build your team
Select a direction to explore the tasks. These are role examples, not a live availability list.
Support role preview
Santiago M.
Customer Support
Email & chatAccount questionsEscalations
Request this role Tools & skills to assess +
Zendesk / IntercomGorgiasHubSpot CRMKnowledge basesResponse timesWritten English
Technical role preview
Serhii S.
Technical & Product Support
TroubleshootingBug reproductionIssue triage
Request this role Tools & skills to assess +
SQL / PostgreSQLREST APIsPostman / JSONZendesk / JiraLog analysisWritten English
Operations role preview
Nina S.
Back Office & Operations
CRM updatesData checksReporting
Request this role Tools & skills to assess +
HubSpot / SalesforceAirtable / NotionGoogle SheetsData qualityProcess documentationWorkflow coordination
These cards illustrate possible role scopes. Candidate experience, English level and availability are checked against your brief before an introduction.
Get a shortlist and monthly proposal
Send a short brief to Ivan, our founder. First, he confirms the tasks and schedule. Then we agree on candidate screening and a monthly proposal.
- Candidate fit & interview
- Hours & responsibilities
- Monthly fee & inclusions
Work we can scope
Start with a queue.
Give it an owner.
Scope the work you already have. Product troubleshooting and operations skills are assessed against your tasks before a candidate is introduced.
Customer Support
Routine questions answered from your documentation, with exceptions escalated to the right person.
- Email, chat and helpdesk queues
- Order, billing and account questions
- Escalation with full context
Technical & Product Support
Define the product knowledge and troubleshooting depth first. Assess those skills before approving a candidate.
- First-line troubleshooting
- Bug reproduction and incident triage
- Knowledge base maintenance
Back Office & Operations
Repeatable admin tasks with clear inputs, checklists and an accuracy review.
- CRM and data operations
- Account review and administration
- Recurring process execution
Content & Marketplace Operations
Listing and seller workflows handled against your written policies and escalation rules.
- Listing and catalog review
- Partner and seller operations
- Policy-based content workflows
Before you commit
Meet the person.
Check the work.
Agree on one role and a paid initial scope. Review the candidate and the monthly terms before granting access or starting delivery.
Agree on the role
Tasks, tools, time zone, working hours and a monthly proposal you can compare with your budget.
Assess the candidate
Review the English check and task sample. Interview the person and make the final selection.
Start with clear limits
Define permitted actions, access and escalation rules. Check early answers before expanding the scope.
Decide from the work
Review tickets, attendance and workload weekly. Add people only when the first workflow is working.
Quality control
See what was checked.
Know what comes next.
Quality control means reviewing actual work. Agree on a checklist, then receive a weekly summary with findings, an owner and a next action.
Your weekly quality review
Example report format- Coverage
- Agreed shifts, attendance and any gaps to resolve.
- Queue
- Open work, resolved cases and response times available in your helpdesk.
- Reply checks
- Answer accuracy, clear English, tone and adherence to your policies.
- Escalations
- Issue, steps already tried and evidence your specialists can use.
Example coaching action
A reply missed a troubleshooting step. Update the checklist, coach the agent and check the next sample. Record the owner and review date.
The review scope and metrics are agreed before work starts. This is a format example, not a client result.
Practical details
Before your first hire.
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 agent work in our existing tools?
That is the intended model. We confirm tool knowledge during screening and agree on access rules during onboarding. Product training and software licences remain part of your setup.
How is access to customer data handled?
Your team grants only the access needed for the agreed tasks. Confidentiality, data handling and escalation rules are agreed before work starts. Your approval is required for changes to permissions or scope.
Can we begin with one person?
Yes. Begin with one defined role and an agreed paid scope. Expand after reviewing the first person's work and the queue workload.
Who manages the specialist day to day?
Your team sets product priorities and daily work. Phronesis manages staffing, attendance, performance review and continuity.
Which hours and languages can you cover?
English-speaking roles are screened for your communication needs. We confirm the time zone, shifts and candidate availability before quoting. A 24/7 queue requires multiple shifts and a separate staffing plan.
What if the person is not a good fit?
We review the issue against the agreed role and quality checklist. Coaching, replacement and any exit or handover terms are set out before the engagement begins.
What does it cost—and what is included?
Pricing follows the tasks, skill level and schedule. The monthly proposal includes recruiting, staffing administration and agreed quality reviews. Software licences, extra hours and additional roles are specified separately. Review the quote and service terms before deciding.
What support work should run more efficiently?
Send the tasks, tools and hours. Receive a managed role scope and monthly proposal built around your operation.