AI agents and a managed team, working as one.
We run customer support, operations and back office for you with AI agents and a team of professionals we manage. Both work from one shared playbook, so you manage outcomes instead of people.
You bought the AI tools. Someone still has to run them.
AI features sit half set up
Zendesk, Intercom, Gorgias and HubSpot all ship AI agents now. They need a current knowledge base, good macros and someone who reviews what they send.
Hiring takes months
Recruiting, training and managing a support or back-office team pulls your managers away from the work only they can do.
Agents and people drift apart
When the AI and the team follow different rules, customers get two answers and nobody can say which one was right.
What a hybrid team does
Customer support
Agents answer the routine questions in your help desk. Your team handles refunds, complaints and anything that needs judgment.
- Email, chat and ticket queues in your existing help desk
- Review of AI-drafted answers before they go out, where you want it
- Escalations with full context for your own staff
Operations
Order handling, data upkeep and the daily checks that keep your systems accurate.
- Order, returns and account changes
- Catalog, CRM and data hygiene
- Documented procedures that agents can follow too
Back office and finance
Routine finance and admin work, with a person checking anything that touches money.
- Invoicing, collections follow-up and reconciliations
- Vendor and supplier admin
- Month-end preparation for your finance lead
Sales development
Research and first-touch outreach inside your CRM, run by people who use agents for the groundwork.
- Account and contact research
- Outbound sequences and reply triage
- Meeting booking and CRM updates
A lead, a team and your AI tools
A team lead
Your lead runs the AI tools you already pay for, keeps the knowledge base and macros current, and reviews what the agents draft.
Managed professionals
A team selected from a vetted bench of professionals across Latin America takes over what the agents can't close. We hire, train and manage them.
Weekly reporting
Each week you see what the agents resolved, what people resolved, and what we changed so the agents handle more next week.
One shared playbook for your people and your agents
Your team and your agents work from the same knowledge: policies, answers, past decisions and who approves what. When a person fixes an answer, the playbook changes and the agents use the fix from then on.
Book a 30-minute call- 01One knowledge base your agents and your team both read
- 02Rules that say what agents may answer alone and what goes to a person
- 03Corrections from your team written back into the playbook every week
Live in a few weeks
A few weeks
We agree the pilot plan and start date on the first call, and your first people start in your tools soon after.
4 to 6 weeks
The full team is in place, and the lead has the agents set up on your knowledge base.
First 90 days
A named onboarding owner tunes the playbook and the split between agents and people.
One invoice per month for the team.
Recruiting and onboarding are included.
We agree the term together before you start.
If someone isn't a fit, we replace them at no cost.
Questions
What do the agents handle, and what do people handle?
Agents take the repeatable questions and tasks your playbook covers. People handle exceptions, anything that needs judgment, and anything you mark for review. The weekly report shows the split.
Which tools do you work in?
Yours. We work inside the help desk, CRM and finance tools you already use, including Zendesk, Intercom, Gorgias and HubSpot.
What English level and hours can we expect?
Your team works in English, with hours that overlap your US business day. Tell us your coverage needs on the first call.
How fast can we start?
We agree the start date on the first call. Your first people start soon after, and the full team is in place in four to six weeks.
What if someone isn't a fit?
We replace them at no extra cost, and the playbook keeps the work consistent during the handover.
Add a hybrid team to your business
Tell us which queues and tasks take your team's time. We'll show you what agents can take on and how big a team you'd need for the rest.
Book a 30-minute call