The support team we wanted to hire.
Two of us ran support at DTC brands and kept hiring agencies that treated replies as piecework. So we built the alternative.
- Year Zulaiz took its first ticket
- 2019Year Zulaiz took its first ticket
- Specialists across three time zones
- 60+Specialists across three time zones
- Ecommerce brands currently supported
- 38Ecommerce brands currently supported
Support is an operations problem wearing a customer service hat.
Most support agencies are paid to answer tickets, so they optimise for reply speed and nothing else. The queue never shrinks, because nobody upstream ever hears why it exists.
We do the same job from the other end. Agents answer fast, and the team lead brings the recurring drivers back to your ops, product and merchandising people every month with a recommendation attached.
It is slower to set up and cheaper to keep. Brands that stay with us past a year usually have a smaller inbox than the day they started.
How we are different in practice.
A pod, not a call centre
The same small named team every day. They learn your catalogue, your edge cases and your regulars, which is why quality holds when volume triples.
We work inside your stack
Your helpdesk, your Shopify, your returns platform, your data. Nothing migrates into a black box you cannot audit or take back.
We would rather you booked fewer hours
Every recurring driver we find becomes a site fix, a policy change or an automation. Fewer tickets means fewer hours billed, and we would rather shrink the invoice than protect it.
Peak is a slider
Black Friday, a viral video, a delayed container. We staff up in days and back down after, with no severance and no idle seats in January.
Come and check the claims.
Ask us for a reference call with a brand your size. We will set it up, and we will not sit in on it.