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FAQs

General

We are obsessed with delivering world-class Customer Experiences, so we provide outsourced teams that do just that. This includes Customer Support, Technical Support, Content Moderation, Data Management, and Back-Office support.

We are headquartered in Austin, Texas. We primarily operate by providing remote support teams. The bulk of our agents are in the Philippines; however, we also offer US, Eastern Europe, and Latin American based agents, based on your language and time zone requirements.

We primarily offer English and Spanish support, with plans to expand to more languages in the coming months. If you are looking for customer support in another language, please reach out and we’ll see how we can help.

We provide 24/7/365 support! Many of our clients use us to augment their team to extend night and weekend support to their customers.

Our unwavering commitment to delivering exceptional customer experiences tailored specifically to your needs. Unlike traditional BPOs, we offer flexible, fully managed teams with no minimums and simple month-to-month contracts. Our approach combines top-tier talent—often the top 1% of overseas professionals—with a seamless integration into your existing operations.

We prioritize communication and partnership, ensuring that you feel supported every step of the way. Our low attrition rate (<5%) means your dedicated agents will stay with you for the long haul, providing consistent, high-quality service that drives customer satisfaction.

With Ethos Support, you’re not just getting a service provider; you’re gaining a reliable partner invested in your success.

We often recommend the Philippines for support staff. Many of our teams are based there and offer exceptional quality of service. However, we also build teams in Eastern Europe, Latin America, South Africa, and right here in the US, allowing you to choose based on your language and time zone needs.

Whether you’re in e-commerce, technology, healthcare or any other field, we’re here to help you scale effectively. We custom-build your team to cater not only to the unique needs of your industry, but the unique intricacies of your company and your brand.

Have a look at our case studies to find out more.

Absolutely! Outsourcing with Ethos Support not only gives you the best support team you’ve ever had, but saves you up to 70% on support costs. By leveraging our dedicated, highly skilled teams, you can access top-tier talent without the overheads associated with in-house hiring, onboarding, training, and quality assurance.

Our flexible approach means you only pay for what you need, allowing you to scale your support as your business grows. With Ethos Support, you get better support for less money, making outsourcing a smart investment for your company’s future.

We don’t want to brag but we have an attrition rate of less than 5%. We are proud to say that we hire and retain agents for the long haul.

You can outsource a variety of essential service lines tailored to your needs. Our core offerings include Customer Support, Technical Support, Content Moderation, Data Management, and Back-Office Support. Beyond this, we have the ability to assist with a wide range of other support functions, making us a true extension of your team.

We take security extremely seriously and have robust policies and procedures in place to protect our customers. This includes policies around access management and control, asset management, and use, authentication, change management and patching, cloud services, fraud prevention and response, incident management and information security governance, mobile device management, and supplier security.

We utilize enterprise-grade infrastructure, including advanced cybersecurity protection for endpoints, documents, and data, in addition to anti-phishing, anti-spam, and anti-malware protection. Agents use Ethos owned devices ran on a cloud-based unified endpoint management solution, allowing us to monitor and swiftly action any policy violations.

Not unless you want them to! If you choose our shared agent option, your agents will be part of a team that supports multiple clients.

But if you prefer a dedicated squad just for your business, we’ve got you covered! With a dedicated plan, your agents will be all yours, focused solely on your customers and your brand.

Explore our pricing page for more information about shared and dedicated teams.

Pricing

With Ethos Support, there are no minimum team sizes! Whether you need 1 agent or 100, we’ve got you covered.

We offer flexible pricing tiers.

Shared Agent Options:

  • Core: $950/month for business hours chat and email support.
  • Core Plus: $2,650/month for 24/7 omnichannel support.

Dedicated Agents:

  • Custom: Dedicated teams tailored to your needs—pricing is by quote.

Explore our Pricing page for more information.

All our plans come with flexible month-to-month contracts, so you can adjust as needed.

Core is delivered using a “shared team”, which is a collaborative team of agents that works together to support customers across multiple brands. We leverage a best-in-class CX tech stack and maintain rigorous processes to deliver highly personalized and on-brand experiences. This offering is designed for scaling businesses receiving ~10-20 tickets on chat/email per business day, looking for support during weekday business hours.

Custom is delivered using a “dedicated team,” which is a team of custom agents hired specifically for your brand. This custom-built support team exclusively supports your brand and can provide up to 24/7 support across all channels (phone, chat, email, social, etc.). We manage all hiring, onboarding, and training to deliver world-class, on-brand support to your customers.

We do all the above and more! We’re here to help you build a solid support team tailored to your unique needs.

Think of us as your in-house CX consultants. Whether it’s implementing automation to streamline workflows or refining training programs based on performance metrics, we’re dedicated to enhancing your customer experience every step of the way.

Going Live

First, provide your information to our team and we will promptly reach out to schedule an intro. We will gather some information about your requirements and quickly turn around a custom proposal for your review.

Once approved, we will get moving on the heavy lifting. A dedicated Onboarding Specialist will guide you through a seamless process while we hire, onboard, and train your agents to start delivering world-class support. While we’re building your team, we’ll guide you through our simple onboarding, IT, and training planning process, before officially kicking off our partnership.

Find out more about - How it Works with Ethos Support.
It takes just 2-4 weeks to go live with Ethos Support! We streamline the process to ensure you’re up and running quickly, so you can start enjoying world-class support in no time.
Scaling up or down for seasonality is easy with our month-to-month contracts. You can adjust your support team size as needed, ensuring you have the right level of service during peak times or slower periods. Focus on your business while we handle the rest!
We follow a proven 8-step process to ensure we find the right fit for your business:
  1. Job Description: We collaborate with you to create a tailored job description, focusing on finding candidates who align with your specific needs.
  2. Talent Pool: Our global talent pool is refreshed daily, featuring rigorously vetted candidates with the right skills, experience, and cultural fit.
  3. Initial Screen: We filter out merely “good” candidates through skills assessments and video interviews, focusing on those who truly excel.
  4. Test & Assess: Candidates undergo additional remote testing to evaluate both hard skills (like product knowledge) and soft skills (such as communication and problem-solving).
  5. Face-to-Face Interviews: Top candidates participate in live video interviews with our leadership team, where we assess their technical expertise and emotional intelligence.
  6. Advanced Interviews: A final round of live conversations confirms that candidates embody your brand’s voice, values, and service standards.
  7. Comprehensive Background Checks: We conduct thorough background checks, covering criminal records, global watchlists, identity verification, employment history, and education credentials.
  8. Hire & Onboard: Once your dream team is assembled, we finalize employment details and seamlessly transition into training on your products, processes, and customer profiles.

Management & Training

We are! We provide well beyond your custom-built support team. Our service includes custom training programs, ongoing quality assurance checks, and multiple layers of management for every engagement. We ensure that your customers receive the highest quality support every single time.
At Ethos Support, we want our agents to feel like an extension of your team, so we tailor our training to reflect your internal processes.

Any materials you can share will be invaluable in equipping our team for success. After reviewing your current documentation and processes, we’ll identify any gaps that could improve training. If needed, we’ll collaborate with you to create the necessary content.
Our agents seamlessly integrate into your customer support team, operating as if they are part of your in-house staff. They use your software and follow your processes to ensure a consistent experience for your customers. We provide training tailored to your brand, so they understand your products and customer needs.

With regular communication and collaboration, they become a natural extension of your team, delivering the support your customers expect.
If one of your agents is out sick, our Ethos On-Deck Emergency Coverage Team is ready to step in at no extra charge. We maintain a pool of trained and certified agents who are fully familiar with your brand and customers. They can jump in on short notice, ensuring your support operations remain seamless and uninterrupted, even during unexpected absences.
Our agents operate as an extension of your team, fully immersed in your CX ecosystem. We support a wide range of software, including Zendesk, HubSpot, Intercom, Zoho, Salesforce, and more. Whatever tools you use, our agents are equipped to provide effective support!
We are! At Ethos Support, we take charge of the initial training process. We’ll review your standard operating procedures (SOPs), brand guidelines, and any training materials you provide to ensure our agents are well-prepared to represent your business effectively. Our goal is to equip them with everything they need to deliver exceptional support from day one.
Our Training & QA Managers are involved early in the onboarding process and remain involved throughout the duration of our partnership. Not only do they help plan and build the initial training – they create customized continuous learning and development programs, to keep your dedicated team at the top of their game.

Tracking Success Metrics

Absolutely! Ethos Support can assist in creating macros tailored to your specific needs. We’ll work closely with you to identify common customer inquiries and develop effective responses that streamline your support process. This way, our agents can provide faster, more consistent service while ensuring your brand's voice is maintained.

Think of us as your in-house CX experts! We’ll happily streamline and create customer support SOPs tailored to your needs. Our team is here to ensure your processes are efficient and effective, helping your agents deliver top-notch support every time.
Absolutely! We utilize a best-in-class CX tech stack to provide you with all the metrics and insights you need to monitor your support. You’ll be assigned a US-based Customer Success Manager (CSM) who will meet with you regularly to provide updates and address any questions or changes.

We typically start with weekly meetings for the first 90 days and then transition to bi-weekly meetings. Of course, the frequency can be customized to fit your specific needs.
Every business is different, and so are their SLAs! We take your goals and use those as a floor, always striving to blow away your expectations. Common SLAs include CSAT, NPS, FRT, FCR, AHT. If you haven’t defined these yet, we’ll work with you to do so at the top of your unique industries standards.
We are obsessed with delivering world-class Customer Experiences, so we provide outsourced teams that do just that. This includes Customer Support, Technical Support, Content Moderation, Data Management, and Back-Office support.
We are headquartered in Austin, Texas. We primarily operate by providing remote support teams. The bulk of our agents are in the Philippines; however, we also offer US, Eastern Europe, and Latin American based agents, based on your language and time zone requirements.
We primarily offer English and Spanish support, with plans to expand to more languages in the coming months. If you are looking for customer support in another language, please reach out and we’ll see how we can help.
We provide 24/7/365 support! Many of our clients use us to augment their team to extend night and weekend support to their customers.
Our unwavering commitment to delivering exceptional customer experiences tailored specifically to your needs. Unlike traditional BPOs, we offer flexible, fully managed teams with no minimums and simple month-to-month contracts. Our approach combines top-tier talent—often the top 1% of overseas professionals—with a seamless integration into your existing operations.

We prioritize communication and partnership, ensuring that you feel supported every step of the way. Our low attrition rate (<5%) means your dedicated agents will stay with you for the long haul, providing consistent, high-quality service that drives customer satisfaction.

With Ethos Support, you’re not just getting a service provider; you’re gaining a reliable partner invested in your success.
We often recommend the Philippines for support staff. Many of our teams are based there and offer exceptional quality of service. However, we also build teams in Eastern Europe, Latin America, South Africa, and right here in the US, allowing you to choose based on your language and time zone needs.
Whether you’re in e-commerce, technology, healthcare or any other field, we’re here to help you scale effectively. We custom-build your team to cater not only to the unique needs of your industry, but the unique intricacies of your company and your brand.

Have a look at our case studies to find out more.
Absolutely! Outsourcing with Ethos Support not only gives you the best support team you’ve ever had, but saves you up to 70% on support costs. By leveraging our dedicated, highly skilled teams, you can access top-tier talent without the overheads associated with in-house hiring, onboarding, training, and quality assurance.

Our flexible approach means you only pay for what you need, allowing you to scale your support as your business grows. With Ethos Support, you get better support for less money, making outsourcing a smart investment for your company’s future.
We don’t want to brag but we have an attrition rate of less than 5%. We are proud to say that we hire and retain agents for the long haul.
You can outsource a variety of essential service lines tailored to your needs. Our core offerings include Customer Support, Technical Support, Content Moderation, Data Management, and Back-Office Support. Beyond this, we have the ability to assist with a wide range of other support functions, making us a true extension of your team.
We take security extremely seriously and have robust policies and procedures in place to protect our customers. This includes policies around access management and control, asset management, and use, authentication, change management and patching, cloud services, fraud prevention and response, incident management and information security governance, mobile device management, and supplier security.

We utilize enterprise-grade infrastructure, including advanced cybersecurity protection for endpoints, documents, and data, in addition to anti-phishing, anti-spam, and anti-malware protection. Agents use Ethos owned devices ran on a cloud-based unified endpoint management solution, allowing us to monitor and swiftly action any policy violations.
Not unless you want them to! If you choose our shared agent option, your agents will be part of a team that supports multiple clients.

But if you prefer a dedicated squad just for your business, we’ve got you covered! With a dedicated plan, your agents will be all yours, focused solely on your customers and your brand.

Explore our pricing page for more information about shared and dedicated teams.
With Ethos Support, there are no minimum team sizes! Whether you need 1 agent or 100, we’ve got you covered.
We offer flexible pricing tiers

Shared Agent Options:
  • Core: $950/month for business hours chat and email support.
  • Core Plus: $2,650/month for 24/7 omnichannel support.

Dedicated Agents:
  • Custom: Dedicated teams tailored to your needs—pricing is by quote.

Explore our Pricing page for more information.
All our plans come with flexible month-to-month contracts, so you can adjust as needed.
Core is delivered using a “shared team”, which is a collaborative team of agents that works together to support customers across multiple brands. We leverage a best-in-class CX tech stack and maintain rigorous processes to deliver highly personalized and on-brand experiences. This offering is designed for scaling businesses receiving ~10-20 tickets on chat/email per business day, looking for support during weekday business hours.

Custom is delivered using a “dedicated team,” which is a team of custom agents hired specifically for your brand. This custom-built support team exclusively supports your brand and can provide up to 24/7 support across all channels (phone, chat, email, social, etc.). We manage all hiring, onboarding, and training to deliver world-class, on-brand support to your customers.
We do all the above and more! We’re here to help you build a solid support team tailored to your unique needs.

Think of us as your in-house CX consultants. Whether it’s implementing automation to streamline workflows or refining training programs based on performance metrics, we’re dedicated to enhancing your customer experience every step of the way.
First, provide your information to our team and we will promptly reach out to schedule an intro. We will gather some information about your requirements and quickly turn around a custom proposal for your review.

Once approved, we will get moving on the heavy lifting. A dedicated Onboarding Specialist will guide you through a seamless process while we hire, onboard, and train your agents to start delivering world-class support. While we’re building your team, we’ll guide you through our simple onboarding, IT, and training planning process, before officially kicking off our partnership.

Find out more about - How it Works with Ethos Support.
It takes just 2-4 weeks to go live with Ethos Support! We streamline the process to ensure you’re up and running quickly, so you can start enjoying world-class support in no time.
Scaling up or down for seasonality is easy with our month-to-month contracts. You can adjust your support team size as needed, ensuring you have the right level of service during peak times or slower periods. Focus on your business while we handle the rest!
We follow a proven 8-step process to ensure we find the right fit for your business:
  1. Job Description: We collaborate with you to create a tailored job description, focusing on finding candidates who align with your specific needs.
  2. Talent Pool: Our global talent pool is refreshed daily, featuring rigorously vetted candidates with the right skills, experience, and cultural fit.
  3. Initial Screen: We filter out merely “good” candidates through skills assessments and video interviews, focusing on those who truly excel.
  4. Test & Assess: Candidates undergo additional remote testing to evaluate both hard skills (like product knowledge) and soft skills (such as communication and problem-solving).
  5. Face-to-Face Interviews: Top candidates participate in live video interviews with our leadership team, where we assess their technical expertise and emotional intelligence.
  6. Advanced Interviews: A final round of live conversations confirms that candidates embody your brand’s voice, values, and service standards.
  7. Comprehensive Background Checks: We conduct thorough background checks, covering criminal records, global watchlists, identity verification, employment history, and education credentials.
  8. Hire & Onboard: Once your dream team is assembled, we finalize employment details and seamlessly transition into training on your products, processes, and customer profiles.
We are! We provide well beyond your custom-built support team. Our service includes custom training programs, ongoing quality assurance checks, and multiple layers of management for every engagement. We ensure that your customers receive the highest quality support every single time.
At Ethos Support, we want our agents to feel like an extension of your team, so we tailor our training to reflect your internal processes.

Any materials you can share will be invaluable in equipping our team for success. After reviewing your current documentation and processes, we’ll identify any gaps that could improve training. If needed, we’ll collaborate with you to create the necessary content.
Our agents seamlessly integrate into your customer support team, operating as if they are part of your in-house staff. They use your software and follow your processes to ensure a consistent experience for your customers. We provide training tailored to your brand, so they understand your products and customer needs.

With regular communication and collaboration, they become a natural extension of your team, delivering the support your customers expect.
If one of your agents is out sick, our Ethos On-Deck Emergency Coverage Team is ready to step in at no extra charge. We maintain a pool of trained and certified agents who are fully familiar with your brand and customers. They can jump in on short notice, ensuring your support operations remain seamless and uninterrupted, even during unexpected absences.
Our agents operate as an extension of your team, fully immersed in your CX ecosystem. We support a wide range of software, including Zendesk, HubSpot, Intercom, Zoho, Salesforce, and more. Whatever tools you use, our agents are equipped to provide effective support!
We are! At Ethos Support, we take charge of the initial training process. We’ll review your standard operating procedures (SOPs), brand guidelines, and any training materials you provide to ensure our agents are well-prepared to represent your business effectively. Our goal is to equip them with everything they need to deliver exceptional support from day one.
Our Training & QA Managers are involved early in the onboarding process and remain involved throughout the duration of our partnership. Not only do they help plan and build the initial training – they create customized continuous learning and development programs, to keep your dedicated team at the top of their game.
Absolutely! Ethos Support can assist in creating macros tailored to your specific needs. We’ll work closely with you to identify common customer inquiries and develop effective responses that streamline your support process. This way, our agents can provide faster, more consistent service while ensuring your brand's voice is maintained.

Think of us as your in-house CX experts! We’ll happily streamline and create customer support SOPs tailored to your needs. Our team is here to ensure your processes are efficient and effective, helping your agents deliver top-notch support every time.
Absolutely! We utilize a best-in-class CX tech stack to provide you with all the metrics and insights you need to monitor your support. You’ll be assigned a US-based Customer Success Manager (CSM) who will meet with you regularly to provide updates and address any questions or changes.

We typically start with weekly meetings for the first 90 days and then transition to bi-weekly meetings. Of course, the frequency can be customized to fit your specific needs.
Every business is different, and so are their SLAs! We take your goals and use those as a floor, always striving to blow away your expectations. Common SLAs include CSAT, NPS, FRT, FCR, AHT. If you haven’t defined these yet, we’ll work with you to do so at the top of your unique industries standards.