Monthly, part-time
Cover a channel
One agent on live chat or email for set hours, handling the day-to-day without a full-time hire.
Freelancer category
Support agents who keep customers, not just close tickets.
Live chat, email, and phone — the people who answer when your customers need help. Every agent in the iince pool has handled real support queues, not just training scripts.
- Channels
- Live chat, email, phone
- Shortlist
- Usually within 48 hours
- Fee
- Once, only if you hire
Example shortlist3 people
Live chat and email support, subscription brand
€1,800–2,600/mo · start in 2 weeks · English and Spanish
NR
Customer support agent
5 yrs · Manila · €9–12/h · free from the 3rd
ZendeskLive chatEN / ES
Why: Held CSAT above 95% on 60-ticket days; writes calm, clear replies.
LB
Technical support agent
4 yrs · Belgrade · €12–15/h · part-time
IntercomTroubleshootingEN / DE
Why: Comfortable with logs and integrations; de-escalates angry tickets well.
AO
Customer success agent
6 yrs · Nairobi · €14–18/h · free now
HubSpot CRMRetentionEN
Why: Ran renewals and onboarding; chases the follow-ups that keep accounts.
Example of the format. Real shortlists include portfolio links and current availability.
The work
What they take off your plate
Live chat, email, and phone support across time zones
Ticket handling, refunds, and order issues in your help desk
Technical support and troubleshooting for your product
Customer success, retention, and follow-up that keeps people
Vetting for this role
What we check before we shortlist a customer support agents.
General vetting isn't enough. These are the checks specific to this role, on top of the skill tests every applicant takes.
Real queues, not role-play
We ask for support work they actually ran — channels, volumes, and the tools they used. Scripts alone don't count.
How they write under pressure
We give a live-chat and email scenario and read the replies. Tone, clarity, and speed all matter.
Tools they already know
For help-desk briefs, we only shortlist people who have worked in the stack you use — Zendesk, Intercom, Gorgias, Freshdesk, or your CRM.
Typical engagements
The three briefs we see most.
Monthly, full-time
Full support seat
A dedicated agent on your queue and tools, hitting the SLAs you set, often covering one time zone you need.
Usually 2–4 weeks
Seasonal or launch cover
Extra hands for a sale, launch, or ticket backlog, briefed on your macros and refund rules up front.
Typical ranges, not quotes. Your brief decides the scope and the timeline.
Customer support agents: questions
Before you hire.
Which tools do they already know?
Zendesk, Intercom, Gorgias, Freshdesk, and common CRMs are the usual ones. Tell us your stack and we shortlist people who have worked in it.
Can they cover my time zone or work weekends?
Yes. The pool spans several regions, so we can shortlist agents whose hours match the cover you need, including evenings and weekends. Put the hours in your brief.
Can I start with one agent and add more later?
Yes. Many clients start with a single seat and scale the team as volume grows. Tell us the hours you expect and we plan for it.
Often hired together
Start a brief
Tell us what you need.
Send a short brief — role, budget, timeline. We'll come back with two or three people we'd hire ourselves, usually within 48 hours.
Request a shortlistA good brief for a customer support agents says
- Channels: live chat, email, phone, or all three
- Volume: tickets or chats per day, and your busy hours
- Tools: Zendesk, Intercom, Gorgias, Freshdesk, or your CRM
- Hours: the time zone and days you need covered
- Languages: yours, and your customers'