The e-commerce brand faced rapid growth that put pressure on its customer support operation. It needed to scale quickly without sacrificing service quality. Maintaining satisfaction levels while expanding coverage and capability became increasingly difficult. The company outsourced customer support to a nearshore, tech-enabled team that integrated with its brand. The implementation emphasized hiring, knowledge transfer, and training to align agents to the company’s workflows. The support operation was built to scale quickly while maintaining consistency and quality. The brand maintained CSAT scores well into the 90s consistently, including a documented 95% CSAT score. The team scaled up rapidly and was able to double in size multiple times over the course of the year. Quality remained high and comparable to the company’s internal team during the growth period.