Customer Support

Heroes!

Our Services

Full-service customer support coverage, tailored to your business.

We provide dedicated support professionals who plug directly into your workflows and keep your customers delighted. From onboarding to escalations, we cover the critical functions that keep response times low and satisfaction high.

What you get

  • Daily ticket health and SLA reporting
  • CSAT, QA, and coaching scorecards
  • Up-to-date help center and macros
  • Escalation playbooks and runbooks
  • Coverage plans for launches and peak periods

Service coverage

Omnichannel coverage

Email, chat, and phone support with consistent tone and response times across every channel.

Technical troubleshooting

Tiered support for bug triage, reproduction, and clear workaround guidance.

Customer onboarding

Guided setup, product education, and proactive outreach to reduce churn.

Quality assurance

QA scorecards, calibration sessions, and coaching loops to keep standards high.

Knowledge base management

Help center content, macros, and self-serve flows that deflect tickets.

Support analytics

CSAT, FRT, and SLA reporting with insights that drive product improvements.

Roles we staff

Customer Support Specialist

  • Handle inbound tickets across email, chat, and phone
  • Resolve issues with empathy and clear updates
  • Tag and prioritize requests for reporting

Technical Support Specialist

  • Troubleshoot product issues and reproduce bugs
  • Guide customers through fixes and workarounds
  • Partner with engineering on escalations

Support Team Lead

  • Manage daily coverage and queue health
  • Coach agents and run calibration sessions
  • Own SLA performance and escalations

Quality & Training Specialist

  • Design onboarding and ongoing training plans
  • Audit tickets for tone and accuracy
  • Maintain playbooks and SOPs

Knowledge Base Manager

  • Write and update help-center content
  • Create macros and response templates
  • Analyze gaps and deflect tickets

Support Operations Analyst

  • Track CSAT, FRT, and resolution metrics
  • Optimize workflows and automations
  • Forecast staffing needs for peak periods

Engagement model

Dedicated pods

We place support professionals who integrate directly with your tools and tone.

Flexible coverage

Scale coverage for product launches, weekends, and seasonal peaks.

Managed oversight

We stay close to performance to ensure consistent quality and fast resolution times.

How we deliver

1

Tell us what position you are looking for

2

We find the best professionals for the position

3

We sign a service agreement

4

You pick the candidate(s) which best fit your company

5

The work gets started!

Customer Support

Heroes LLC

We help businesses delight customers by connecting them with skilled, cost-effective support professionals. Our tailored staffing solutions cover every stage of the customer journey.

email:

hello@customer-support-heroes.com

phone:

+1 (332) 333‑1195

© 2026 Customer Support Heroes LLC. All rights reserved.