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Hire a customer service rep who keeps response times fast

Tickets resolved and orders followed up, globally or locally.

Get vetted candidates in 10 calendar days
Hire Global talent from $12/hr, all-inclusive
Hire Local talent, one-time fee from 12.5%
No long-term contract, replacement guarantee*

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Trusted by 200+ growing US companies, from solo practices to venture-backed teams.
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Meet our vetted customer service reps

Mark J. Philippines · 2 years experience
Ticket and inquiry handling $9/hr

Best fit: A team that needs ticket and inquiry handling.

Core responsibilities
  • Answer tickets across email, live chat and phone
  • Run live chat as a dedicated queue when your volume calls for it, rather than an afterthought behind email
  • Resolve issues to your standard, first contact when possible
  • Escalate what needs a specialist, with full context attached
Core Competencies
Zendesk Intercom Salesforce Service Cloud Gorgias
Request candidates like Mark J. →
Thandi M. South Africa · 3 years experience
Live chat support, high-volume $9/hr

Best fit: Live chat support, high-volume, handled as its own dedicated lane.

Core responsibilities
  • Handle order status, changes and cancellations
  • Process returns and refunds to your policy
  • Update account and billing information
Core Competencies
Intercom Zendesk Gorgias LiveChat
Request candidates like Thandi M. →
Nicolas R. Colombia · 4 years experience
Order and account support $9/hr

Best fit: Best fit for a team leaning on someone for order and account support.

Core responsibilities
  • Follow up after purchase or onboarding to check in
  • Flag at-risk accounts before they churn
  • Support upsell and renewal conversations when scoped in
Core Competencies
Shopify Gorgias Zendesk Salesforce Service Cloud
Request candidates like Nicolas R. →
Juliana T. Colombia · 5 years experience
Customer success and retention $9/hr

Best fit: Suited to companies whose customer success and retention keeps slipping down the priority list.

Core responsibilities
  • Report response time, resolution rate and CSAT weekly
Core Competencies
Gainsight HubSpot Service Hub Salesforce Intercom
Request candidates like Juliana T. →
Kabelo N. South Africa · 8 years experience
Senior support lead, multi-channel $9/hr

Best fit: The senior pick: support lead, multi-channel, with enough range to own more than one lane at once.

Core responsibilities
  • Answer tickets across email, live chat and phone
  • Run live chat as a dedicated queue when your volume calls for it, rather than an afterthought behind email
  • Resolve issues to your standard, first contact when possible
  • Escalate what needs a specialist, with full context attached
  • Handle order status, changes and cancellations
  • Process returns and refunds to your policy
  • Update account and billing information
  • Follow up after purchase or onboarding to check in
  • Flag at-risk accounts before they churn
  • Support upsell and renewal conversations when scoped in
  • Report response time, resolution rate and CSAT weekly
Core Competencies
Zendesk Salesforce Service Cloud Intercom Gorgias
Request candidates like Kabelo N. →

What this role costs you

Specialized recruiters Vetted candidates in 10 days Six core markets
Global talent
Starting at
$12/hour
No placement fee
WhereLatin America, Philippines, South Africa, Eastern Europe, Canada You payOne monthly fee, all-inclusive EmployerHireHawk employs, pays and manages compliance Guarantee100% performance replacement After the hireA dedicated Client Success Manager, for the life of the engagement CommitmentMonth to month, no lock-in Learn more →
US talent
Placement fee
12.5%of first-year salary
+ $995 retainer
WhereAll 50 states You pay$995 retainer to start the search, plus 12.5% at placement. Or 15% with no retainer EmployerThe hire joins your payroll directly Guarantee60-day replacement After the hireYours to manage from day one. There is no Client Success Manager on this offer CommitmentOne-time fee, no recurring cost Learn more →
Up to 70%is what you save with global talent 20–30%of first-year salary is what traditional agencies charge

Not sure which fits? Let’s talk →

What this role handles for your team

A customer service representative answers, resolves, and documents customer issues across the channels you support.

Customer service ticket handling
Answer tickets across email, live chat and phone Run live chat as a dedicated queue when your volume calls for it, rather than an afterthought behind email Resolve issues to your standard, first contact when possible Escalate what needs a specialist, with full context attached
Order and account support
Handle order status, changes and cancellations Process returns and refunds to your policy Update account and billing information
Success and retention
Follow up after purchase or onboarding to check in Flag at-risk accounts before they churn Support upsell and renewal conversations when scoped in
Reporting
Report response time, resolution rate and CSAT weekly
Three steps

Hire a Customer service rep in 3 steps

From your first brief to a Customer service rep working in Zendesk and Gorgias, you stay with one recruiter from scope through start.

Scope the Customer service rep role

Tell us the work to own, from customer service ticket handling to order and account support, plus the systems, coverage hours, and outcomes that matter. We turn that into a focused search brief.

Review vetted Customer service rep candidates

We screen candidates for customer service ticket handling, order and account support, and practical fluency in Zendesk and Gorgias. You review a shortlist with relevant context.

Hire and onboard your Customer service rep

Choose your candidate and hiring model. We coordinate the handoff into your tools, operating process, and first-week priorities.

What changes for your team

Best for teams that need customers answered quickly and issues documented through to resolution.

Faster response and resolution times

Tickets get worked to your standard across email, chat and phone, instead of triaged whenever the queue gets bad enough to notice.

Coverage hours you couldn't staff internally

After-hours and weekend coverage gets handled without asking your existing team to cover shifts they shouldn't have to.

Fewer customers lost to slow support

Response times stay inside your target consistently, so fewer customers give up and go somewhere else.

Lower cost than building a full in-house team

One dedicated rep costs less than the salary, benefits and payroll taxes a full in-house support team adds up to.

Weekly visibility into CSAT and resolution rates

You get response time and resolution data reported weekly, instead of finding out about a problem from a complaint.

Why teams choose HireHawk for this role

Fast response, measured weekly

Response time and resolution rate reported every week, ahead of any customer complaint surfacing it.

Vetted before you meet them

5-Stage Vetting with AI-assisted screening. Fewer than 1% of applicants are presented to clients.

Bilingual where it matters

Bilingual English and Spanish talent from Latin America, strongest in medical and legal.

Two ways to hire

Fully managed global talent from $12 an hour, or US direct hire from 12.5% of first-year salary. Compare the two on our [staffing solutions page](/solutions/).

Proof

What our clients say

"They built the analytics and automation our leadership now runs on, recovered tens of thousands in freight claims and cut manual work by 96%."

Siobhan Manager of Outbound Global Transportation

"It was very easy working with HireHawk, from looking for viable candidates, the interview process, all the way to implementation of your hire, they handle it all. We are also very happy with our hire. Very easy and seamless process."

Work Injury Law Group Legal services

"HireHawk filled two senior roles in under two weeks. The candidates were sharper than anything our in-house recruiter surfaced in months."

August Consumer brand

"Her scope grew within months and our leadership asked to meet her in person. We came back to HireHawk to expand the rest of the team."

Anthony Director of Operations

"When our workflow broke down she built a tracking system to stop it happening again, without being asked."

Mikayel Revenue Cycle Manager

One partner, wherever your next hire lives.

The right model depends on the seat, not the company. Some roles need someone in the building; the rest do not, and cost far less remotely.

Start Hiring →

We work with companies backed by the world’s best investors.

Staffing agency HireHawk

HireHawk is a staffing agency for growing US companies with industry-specialized recruiters. This is one of the seats we fill most: we recruit for it, run 5-Stage Vetting, and either employ the hire on global talent or place them directly on your payroll.

Explore HireHawk

Staffing across every industry, department, and role we cover

Roles we staff
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Industries we staff
Commercial Construction E-Commerce & CPG Education & Training Energy & Utilities Healthcare & Medical Practices Home Services & Specialty Trades Hospitality Insurance Janitorial & Facilities Law Firms Light Industrial & Warehousing Live Events & Production Logistics & Transportation Manufacturing & Distribution Marketing & Creative Agencies Nonprofit & Associations Professional & Financial Services Property Management Real Estate Recruitment & Staffing Firms Retail Security Services Technology & Software Travel & Tourism
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Departments we staff
Administrative Support Amazon Marketplace Claims Processing Construction and Development Creative Cybersecurity Engineering Food and Beverage Help Desk Housekeeping and Facilities Legal Support Marketing Office and People Operations Patient Access and Billing Policy Servicing Product Development Program Delivery Quality and Compliance Risk and Compliance Sales Social Media Supply Chain Systems and Delivery Technology Sales
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Frequently Asked Questions

Common questions about hiring for this role

What channels can they cover?

Your rep covers email, live chat and phone as standard, all from one person instead of three separate hires. If live chat is your highest-volume channel, tell us that on the discovery call, and we staff outsourced live chat support as the primary focus, instead of a channel worked between tickets.

What support tools do you work in?

Your rep already works in Zendesk, Gorgias, Intercom and most standard support platforms, so tickets start moving on day one instead of week three. Name your actual system on the discovery call, and we match you with someone who already answers tickets in it, instead of one learning the dashboard live.

What hours can you cover?

Whatever you actually need, including after-hours and weekend coverage most in-house teams cannot staff on their own. Tell us your real hours on the discovery call, and we build coverage around exactly that, instead of a generic 9-to-5 window that leaves customers waiting overnight for a reply.

Is this the same as outsourced customer service or outsourced customer success?

Outsourced customer service, ticket and inquiry handling, is the core of this role. Outsourced customer success, follow-up, check-ins, and flagging at-risk accounts, is also included by default. If you need a dedicated success manager focused only on retention and upsell rather than day-to-day tickets, say so on the discovery call and we staff to that scope instead.

How fast can a rep start?

You'll see vetted candidates within 10 business days of your discovery call, so you're not waiting weeks to start interviewing. Once you've made your pick, onboarding takes 21 days, whether the hire joins your payroll directly or comes on as a fully managed global hire through HireHawk.

Do they handle order management too?

Yes. Order status, changes and returns are already part of the role whenever your team needs that covered, so customers get one answer instead of being bounced between support and fulfillment. Tell us your return policy on the discovery call and we build it into how your rep responds.

Hire a customer service rep, starting this month

Tell us your channels and your hours. We'll put a vetted rep on it.

Vetted candidates in 10 business days
Every placement guaranteed
No long-term contract
Start Hiring →