Publicly traded marketplace · Support, operations and sales
Inside an Enterprise, at Scale
This publicly traded marketplace has partnered with HKR.TEAM to build a massive, 200+ person global engine.
Spanning Customer Support, Operations, Legal Ops, and Sales, this multi-department structure supports millions of users.
Read how this 8-year partnership defines sustainable growth at scale.
At a glance.
8+
Years partnership
200+
HKR.TEAM members
- Industry
- Digital Marketplaces & E-Commerce
- Client Type
- Publicly traded company
- Scale
- ~500 employees globally
- Service
- Customer Support, Operations, Legal Ops, and Sales
The Challenge
Scaling at enterprise level requires trust.
The client is a publicly traded company operating across multiple brands and supporting millions of users. Growth came with real responsibility. Any operating model has to meet enterprise security standards, work across multiple departments, and perform consistently at high volume. That means working with a partner they can trust to grow the operation without compromising compliance, quality, or internal alignment.
A Global Operations Framework
A Multi-Department Enterprise Framework HKR.TEAM architected a comprehensive global operations model that evolved into a powerhouse. This structure was designed for high-volume precision across four key areas:
- Customer Support: ~200 agents providing multilingual coverage and quality assurance for multiple brands.
- Legal & Content Operations: A specialized 20-person team managing IP screening, content moderation, and artist relations.
- Sales Support: 13 members driving outreach, lead qualification, and account management efficiency.
Standardized Playbooks: Implementation of enterprise-level security, performance tracking, and a continuous recruitment pipeline to ensure zero downtime.
The Results
Operational Excellence at Volume
Reliability is measured in years. We are proud to be entering our 8th year of collaboration with our client, proving that remote teams can integrate and also evolve with the business.
This longevity stems from a shared commitment to data. Setting up the team is just the start. We track the metrics closely to make sure the team performs as well today as it did on day one.
- Global Team: A scalable foundation that supports millions of users across the client's brand portfolio.
- Enterprise Security: All operations are supported by enterprise-level security standards.
- Sustainable Growth: A long term partnership that preserves culture and quality while scaling departments fast.
The Outcome
This large-scale multi-year partnership demonstrates HKR.TEAM’s ability to scale enterprise teams fast, while preserving compliance, culture and quality. A true model of sustainable growth through operational depth and consistency.
Roles hired.
Leadership & Management
- Operations Manager
- Operations Team Leads
- Customer Support Team Leads
- SDR Team Lead
Customer Support
- Support Agents
Operations & Legal
- Operations Agents
- Approval Queue Specialists
Sales & Growth
- Account Managers
- SDRs (Sales Development Reps)
- Lead Generation Specialists
Creative
- Graphic Designers
One open role in support, sales, ops, finance or recruiting is enough to start.
Book a 30-minute scoping call. We map the job and agree what success looks like.
You pay for the Forward Deployed Operator. We build the AI at no cost to you. Then you pay per outcome.