Support staff who work in your helpdesk — not a call-centre queue.
Named support specialists and customer success managers, working your tickets, your macros and your SLAs. Sprint Labs is the legal employer; the queue, the tone and the escalation rules are yours.
What is customer support teams through Sprint Labs?
A support seat through Sprint Labs is a flat monthly cost in your currency, covering salary, statutory benefits, payroll, hardware and HR. You interview and choose the person, they sit in your Zendesk or Intercom, and coverage can extend across timezones without a BPO contract.
- Teams whose first-response times slip outside business hours
- Companies replacing a BPO with named, long-tenure staff
- Product-led businesses needing support people who actually learn the product
- Teams that want weekend or follow-the-sun cover without night shifts at home
Included in every engagement.
Named agents, in your tools
They work in your helpdesk with your macros, your knowledge base and your escalation paths — not a shared vendor pool answering for five brands.
You set the SLAs
Response and resolution targets, tone of voice and QA rubric all come from you. We handle the employment behind it.
Timezone coverage that isn't punitive
Asian working hours cover APAC natively and stretch into US and UK mornings and evenings with fair, legally-compliant shift allowances.
Employment, not gig contracting
Real contracts, statutory benefits and leave. That's why support tenure runs in years and product knowledge compounds instead of resetting.
One monthly invoice
Flat seat cost in your billing currency, FX fixed at quote. Performance bonuses can be added as line items and disbursed locally.
Replacement cover
If the fit is wrong we re-run the search at no additional recruitment cost and manage the handover.
How it works.
- 01Brief the queue
Channels, volumes, tooling, hours of cover and escalation rules.
- 02Shortlist in days
Vetted support candidates with voice recordings and written-English samples.
- 03You interview
Run your own process, including a live ticket or roleplay exercise.
- 04Onboard and bill
Tooling access, shift pattern and payroll handled. One monthly seat cost begins.
Embedded in your workflow, not sitting on the sidelines.
Your customer support teams work in your tools, your rituals and your timezone overlap — the same standups, boards and reviews as the rest of your team.
We handle employment, payroll and retention.
Contracts, compliance, local payroll and hardware are ours to run. You direct the work and we keep the people supported, paid on time and staying long term.
What this isn't
This isn't an outsourced contact centre. We don't own your CSAT number, script your responses or sell you seats by the hour. You get employees who report to your support lead.
Questions about offshore customer support staff.
What does an offshore customer support specialist cost?
Typically USD 1,200–2,200 per month all-in through Sprint Labs depending on market, language requirements and shift pattern. That covers salary, statutory benefits, local payroll, hardware, HR support and our employer margin. There is no separate recruitment fee.
Can they cover nights or weekends?
Yes. Shift patterns are agreed up front and written into the employment contract with the statutory allowances that apply in-market, so coverage is sustainable rather than something that burns the person out in six months.
How is English proficiency assessed?
Every support candidate is screened for written and spoken English as part of our four-stage vetting, including a recorded voice intro and a written response sample you can review before interviewing.
Do they use our helpdesk or yours?
Yours. Support staff work inside your Zendesk, Intercom, Freshdesk or HubSpot instance under your accounts and your access controls, exactly like an in-house hire.