US business hours
$1,995 a month per dedicated agent. One-agent minimum. Hours aligned to your customers' timezone.
Use cases · SaaS
Nearshore customer support for SaaS
Tier 1 and Tier 2 in your helpdesk, trained on your product, covering US hours from our own office in Prishtina — not a shared far-offshore queue.
Why SaaS teams look for nearshore customer support
When people search for nearshore customer support for SaaS, they are usually trying to solve three problems at once. Tickets are piling up in Zendesk, Intercom, or Freshdesk. US hiring is slow and expensive for work that is important but should not live on an engineer's calendar. And a purely offshore, follow-the-sun queue has left them with hand-offs, thin product knowledge, or hours that do not match when their users are actually asking for help.
The work itself is deceptively broad. A “simple” ticket might be a password reset, a billing retry, a seat change, a confused onboarding path, or a bug that looks like user error until the fifth screenshot. If the person answering does not know the product, two things happen: polite but useless replies, and a rising escape rate into Slack threads your engineers cannot ignore.
Nearshore, in the market, has come to mean a dedicated team with strong English, cultural fit for US users, and overlap with US business hours. Many providers locate that team in Latin America or the Caribbean. We are upfront about our model: our people work from our office in Prishtina. We staff US business hours, including later shifts when your customers are on the West Coast, and we keep the team dedicated to your product. If you specifically need a Latin American delivery center, we are not that company, and you should know that here.
How a dedicated SaaS support team works
You keep the product, the roadmap, and Tier 3. We provide agents who live in your helpdesk and learn your product the way a new in-house hire would — with a written knowledge base, sandbox access, recorded walkthroughs, and a clear list of what they may change on an account. We do not ask you to move off the tools you already use.
A typical week includes password and access issues, plan and invoice questions, onboarding nudges, how-to guidance, triage and tagging, and first-line troubleshooting. When something is a defect, a security question, or a decision about the product itself, it is routed to your team with the context already attached. The point is not to hide problems. It is to stop your specialists from also being the front door.
Because releases change the product, the team needs a rhythm for updates: a short briefing when a feature ships, a place to ask questions, and a reviewer on your side for the first stretch. That is lighter than managing a full local hire, but it is not zero. The companies that get this right treat the outsourced desk as part of the support org, not as a black box that is supposed to “just know.”
Coverage can stay on US business hours, expand to evenings and weekends, or move to a full 24/7 rota once you have the volume to justify four people. If a large share of tickets are truly repetitive, the AI and human hybrid is there so a person still owns the messy conversations. Start with one agent if that matches your queue; do not over-buy a follow-the-sun program you cannot brief.
The free SaaS support playbook walks through a practical brief you can reuse internally. For a wider view of the model, see our services and the article on how support outsourcing works.
Coverage models
24/7 or night shift
$2,395 a month per seat. Night or weekend seats can be added one at a time. True 24/7 coverage uses four agents.
AI + human hybrid
$2,495 a month. AI handles routine questions; a dedicated agent takes the conversations that need judgment.
There is no setup fee. Agreements start with a three-month term and then go month-to-month. Founding clients receive 50% off the first month. Most teams are live in two to four weeks. The full offer, including what is included in the monthly rate, is on our pricing page.
A free playbook, if you want to think it through first
If you are still scoping the work, grab the free SaaS support playbook. It covers the same ground as a careful internal brief: what to document, how to choose coverage, and how to review a partner without getting lost in a sales call. You can also write to us directly.
Questions we hear a lot
What is nearshore customer support for SaaS?
People usually mean a dedicated Tier 1 and Tier 2 team that works in your helpdesk, speaks strong English, and covers US hours — as opposed to a far-offshore shared queue with little overlap. Our agents work from our own office in Prishtina and are staffed to your customers' timezone, including later shifts when you serve the US West Coast.
What does the team handle versus what stays in-house?
Typical coverage is account access, billing and plan changes, onboarding questions, how-to guidance, ticket triage, and straightforward troubleshooting. Product defects, security reviews, and Tier 3 engineering work stay with your team, reached through a written escalation path.
Which tools can you work in?
We train into the helpdesk and product tools you already use, including common stacks such as Zendesk, Intercom, Freshdesk, HubSpot, and Linear or Jira for escalations. We do not require you to switch platforms.
Can we start with one agent?
Yes. Business hours and the AI and human hybrid both start at one agent. Add night or weekend seats if your users need them. True 24/7 coverage is a four-agent team.
What does it cost?
US business hours are $1,995 a month per dedicated agent, with no setup fee. Night-shift or 24/7 seats are $2,395 a month. The AI and human hybrid is $2,495 a month. Three-month initial term, then month-to-month. Founding clients receive 50% off the first month.
Related use cases
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