Marius
Customer Service Team Lead
Forward Deployed Operators
for Customer Service
Tell us the support role you want to fill. A Forward Deployed Operator answers your customers from day 1. By day 90, AI does the routine work and they run it.
Real people, real teams.
Marius, Robert, Inna, Alfred, Charizza and Diana work in HKR customer service teams today. Hear from them what the job is and how they do it.
From day 1 to day 90.
A Forward Deployed Operator joins your support team, does the work, maps it, then runs the AI we build around it.
- Day 1
They do the job.
A Forward Deployed Operator joins your support team full-time and answers tickets by hand in Zendesk, Gorgias, Intercom, Freshdesk or the helpdesk you use. They learn your product well enough to handle the edge cases.
- Day 30
The job is mapped. We build the AI.
Every ticket type is written down while it is being done. We build the AI from that list, at no cost to you. By day 60, AI answers the routine tickets and the Forward Deployed Operator checks and tunes it every day.
What the role covers.
AI takes the volume. Your Forward Deployed Operator takes the judgment. This is how the support work splits by day 90.
01.
Email, chat, and phone support
AI answers the repeat questions on every channel. The Forward Deployed Operator reads what it gets wrong and fixes it.
02.
Complex issues and escalations
The Forward Deployed Operator keeps these. Sensitive cases and high-value customers get a person who knows your product.
03.
Chargebacks and disputes
AI gathers the evidence. The Forward Deployed Operator decides each dispute and protects your revenue.
04.
Social media and community management
AI drafts the replies and flags the posts that break your rules. The Forward Deployed Operator approves what goes out and handles the hard conversations.
05.
Returns, refunds, and order management
AI processes the standard returns, refunds and order changes. The Forward Deployed Operator approves the exceptions and the wholesale accounts.
06.
Multilingual coverage
AI answers in your customers’ languages. The Forward Deployed Operator checks the tone and owns the escalations.
The AI your Forward Deployed Operator runs.
HKR’s AI team builds the agents. Once an agent is live, your Forward Deployed Operator runs it. They check its answers every day and fix what it gets wrong, so it does not drift from your policies.
The AI workflow blueprints.
Two support chores already run at HKR. Open a card to see what the AI does and what a person decides.
Live at HKR
Answering quick questions
#support-brightstar
Sergiu10:14 AM
@Jamie a customer wants to return an opened Atlas weighted blanket, delivered 34 days ago. Can we take it back?
JamieAPP10:14 AM
Yes, as store credit. A refund is no longer possible.
- Refund: within 30 days of delivery (Returns SOP 4.2)
- Opened bedding: store credit up to 45 days, if the cover is unwashed (SOP 4.5)
- Order BH-20418 was delivered 34 days ago, so store credit applies.
Ask the customer about the cover before you send the return label.
Quick questions no longer wait for a colleague to be free. The team asks the AI in chat, and most answers arrive within a minute. The questions that need judgment still go to a person.
The team asks the AI in Slack, in plain words, the way they would ask a colleague. The AI answers from the written SOPs and the records it can read, with the rule each answer comes from. Most answers arrive within a minute, in the same thread.
The AI says what the rule allows. A person still decides what the customer gets and sends the reply.
Live at HKR
Digging through folders for answers
#support-brightstar
Sergiu11:02 AM
@Jamie we got a chargeback on Shopify order BH-19877. What does the SOP say we send?
JamieAPP11:03 AM
Chargebacks SOP 7.1 (Brightstar › Support SOPs), updated 3 Oct:
- Answer in Shopify Payments within 7 days
- Attach the order page, the proof of delivery and the customer’s emails
- Over $200, the team lead approves before you submit
BH-19877 is $248.00, so it needs the team lead’s OK.
Nobody at HKR digs through folders to find the right SOP or record. The AI answers from the company’s own documents. A person still makes the call the answer leads to.
SOPs, policies and past cases sit in shared folders. The team asks one question in Slack, and the AI looks across those folders and answers in the same thread, with the document each part of the answer comes from.
The AI finds and reports. A person still makes the call the answer leads to.
“Since Zendesk launched its AI agent, HKR has maintained it for our clients. Now we are taking that further with our Forward Deployed Operators.”
Sergiu PoenaruCEO, Founder @ HKR.TEAM
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.