These are real members of the customer service teams we have in place today. Hear directly from them about what they do and how they keep things moving.
Alfred
Customer Service Associate
Co-Managed Customer Service Teams
HKR.TEAM builds dedicated customer service teams that work inside your tools, learn your product, and operate like part of your company. Every team comes with a dedicated Operations Manager who handles coaching, performance, and day-to-day management, so your leadership keeps visibility without the overhead.
Real people, real teams
How HKR.TEAM CS Teams Work
Dedicated agents, one brand
Every agent on your HKR.TEAM works exclusively for your company. They're not split across accounts or rotating between clients. They learn your product deeply enough to handle edge cases, not just the scripted ones.
Co-managed by your Operations Manager
Your team comes with a dedicated Operations Manager from HKR.TEAM who runs weekly 1-on-1s, tracks KPIs, manages scheduling, and handles coaching. You set the goals. We handle the people ops to get there.
Hired to match your culture
We recruit for culture fit as much as skill. That means matching communication style, work habits, timezone preferences, and yes, even personality. It's a big part of why our attrition sits below 4%.
Flexible and plugged into your stack
Start with one agent and scale as you grow. Your team works inside Zendesk, Gorgias, Intercom, Freshdesk, or whatever you already use. No migration, no new systems, they join your stack on day one.
What your CS team covers
Our devoted CS agents are cross-trained across multiple functions – from friendly email and chat support to tackling tricky issues and engaging on social media.
01.
Email, chat, and phone support
Full-volume support across all your channels, including peak season scaling. Your team handles the day-to-day and adapts to changing volumes without the hiring lag.
02.
Complex issues and escalations
Agents trained to resolve tricky cases, manage sensitive situations, and handle high-value customers directly, without defaulting to escalation.
03.
Chargebacks and disputes
Experienced agents who manage payment disputes, fraud flagging, and chargeback resolution to protect your revenue.
04.
Social media and community management
Real-time responses across social channels, plus content moderation to keep your community safe and on-brand.
05.
Returns, refunds, and order management
Post-purchase support from start to finish, including B2B order processing and wholesale account management for ecommerce brands.
06.
Multilingual, multi-timezone coverage
Agents fluent in multiple languages and spread across time zones, so your customers get support when they need it, wherever they are.
Hello, I’m Cristina!
Let me know if you have any questionsSuccess Story Spotlight:
E-Com Case Study
12 → 7
Team Optimization
96%
SLA Maintained
HKR.TEAM implemented a strategic, 90-day co-managed pilot designed to prove that a lean, expert team could outperform the client's existing 12-person legacy structure. By focusing on operational efficiency rather than sheer volume, we rebuilt the CX function from the ground up. See more:
What makes a successful Customer Service partnership?
“The best HKR.TEAM partnerships are built on transparency, alignment, and continuous improvement.”
Iulia Fica
Senior Operations Manager @ HKR.TEAM
Your CS team handles email, chat, phone, order management, returns, social media, and escalations. Each agent is cross-trained across multiple functions so you never have a single point of failure.
