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Frequently Asked Questions

Yes, your Scale CSR only works for you, on your tasks and business activities during the agreed-upon hours.

That's your choice! Scale CSRs work for clients worldwide - we can handle any timezone.

Scale CSRs are based worldwide – they are typically college-educated, fluent English speakers with experience and skill sets suitable for customer support roles.

Scale CSRs go through a rigorous vetting process and an in-depth training and testing program.

All Scale CSRs are supervised by talented managers and have a team they can rely on for help. Scale CSRs are compensated at higher-than-market salaries and incentivized by your happiness!

Scale Support CSRs can work with any software or app you currently use to manage your customer support operations.

24/7 teams are staffed with 5 to 7 dedicated Scale Support CSRs, ensuring a total coverage of 195+ hours very week (with some overlap between agent hours). Need customized schedules and agent coverage? Need to deploy a really large team? Need process, training, specialized onboarding support? Speak to our team.

Scale Support employs proprietary vetting and assessment process to find talents specifically matching your needs. Scale clients can remain completely hands-off at all stages and expect us to find the perfect match ready to perform from day 1.

If you don’t like your CSR agent, you can request a replacement at any time.

However, if interviewing candidates yourself is important, we can arrange for them for an added fee.


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I felt like I could tackle anything with Wing

"I felt like I could tackle
anything with Scale"

Running my 9 person engineering team was a nightmare before Scale - I used to be in the office dealing with customer support issues and keeping my team informed - but ever since I gave the reins to Scale, my customer support is handled, my employees are informed of what needs to be done - and I can go home by 6pm feeling at ease.