Written by:
High level customer service for an E-Commerce & Fintech company
Alisa Roskovshenko
Head of Operations Department
Case Study
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.
Services Provided: AI & Human Hybrid Customer Support, Omnichannel Automation,
Industry: E-Commerce, Fintech
Support Model: AI-assisted, human-led customer support
HQ: Pleasanton, California, USA
Size: 1000–5000 employees
AI & Human Hybrid Customer Support
Omnichannel Automation
Multilingual Support (chat, email, calls, web, social)
Customized Technical Support
The Challenge:
Pexly’s task was 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.
Tiered Support Structure
Excellent English Proficiency
Volume Flexibility
Required a reliable, cost-efficient remote team featuring a strong senior agent for complex escalations alongside junior agents for high-volume requests
Needed agents capable of handling customer communications at an exceptionally high standard
Junior agents had to support massive peak periods and scale down efficiently when volumes dropped, while keeping the core team stable
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.
- Dependable Offshore Team: Built a highly stable, English-proficient team based in the Philippines to provide high-quality email support
- Zero Attrition Management: Maintained 0 attrition in key roles by actively managing operational aspects, motivation, and loyalty programs
- Effective Scalability: Scaled the junior support layers up and down smoothly based on client needs, providing both flexibility and long-term consistency
Customer Support Quality Score
Customer Satisfaction
Scalability & Flexibility
Client Testimonial:
“Pexly provided exactly the type of team we were looking for – reliable, professional, and with excellent English skills. Their ability to match the right profiles and stay flexible with our changing needs has made them a strong and dependable partner.”
