What a customer service VA does
Handles inbound tickets, emails and chat within your SLAs. Runs onboarding flows for new customers. Chases reviews and NPS responses. Flags at-risk accounts and runs win-back sequences. Documents recurring issues so product and marketing hear them. Reports weekly on volume, response times and satisfaction.
Who this hire is for
Businesses where support is either eating a founder or a senior person's day, or where the support experience is quietly worse than the product deserves. Ecommerce, SaaS, service businesses with ongoing client work, all fit.
How we set the role up
We document tone of voice, escalation rules, SLAs, common answers and edge cases before day one. A senior expert audits tickets in the first 30 days, coaches on judgement calls, and holds the standard until it's being met without prompting.
Pricing
Part-time from $1,500 per month plus tech. Full-time from $2,000 per month plus tech. Minimum three months. Volume-based staffing available for busier support desks.
Frequently asked questions
Will customers know they're talking to an offshore team?
In writing, no, when tone and standards are set properly. On voice, we scope carefully and are honest with you about what fits your brand.
What help desks do you support?
Zendesk, Intercom, Freshdesk, HubSpot Service Hub, Gorgias, Help Scout, Front, and most email-based setups.
Can you cover extended hours?
Yes. Manila hours cover most of the AU and NZ working day. For weekend or overnight cover we scope shift patterns rather than burn a single VA out.
Give support the attention it deserves
Book a call and we'll scope the role, the SLAs and the first 30 days of coverage.
Find me a VA