Building a High-Level Customer Service Team for an E-Commerce Company

E-Commerce Company Bio:

Our client is one of the largest online platforms for purchasing digital and physical gift cards, offering products from hundreds of leading retail and restaurant brands as well as prepaid Visa and Mastercard options.

Industry: E-Commerce, Fintech
HQ: Pleasanton, California, USA
Size: 1,000–5,000 employees

Challenge:

Pexly partnered with he client to build a reliable and cost-efficient remote support team. The goal was to find agents with excellent English who could handle customer communication at a high standard. The structure required a strong senior agent to lead the team, manage more complex (second-level) cases, and stay on the project long-term, alongside junior agents focused on handling high volumes of email requests. Another key part was flexibility:  junior agents were expected to support during peak periods and then scale down when volumes dropped, while the core team remained stable and reliable.

The Outcome:

Pexly built a strong and dependable team based in the Philippines, providing high-quality email support with excellent English communication. The senior role ensures continuity and handles escalations, while junior agents efficiently manage volume during busy periods. The project has maintained 0 attrition in key roles, creating a stable and experienced team over time.

Pexly also takes care of all operational and administrative aspects, including motivation and loyalty programs, helping agents stay engaged and committed. The team scales up and down smoothly based on the client’s needs, providing both flexibility and consistency, and ensuring reliable support at all times.

Numbers:

15 tickets/hour Productivity; 90% Quality; 80% CSAT