An English customer support assistant who knows your product, your policies and your tone
Email, live chat and helpdesk cover during your customers' working day, from one dedicated assistant rather than a rotating queue.
The problem
Social media does not fail because of a bad idea. It fails because of an uneven week.
Three posts in a good fortnight, then silence for a month. Comments left unanswered. A content calendar that was genuinely excellent in January. The algorithm does not punish the quality of your work, it punishes the gaps.
Consistency is an operational problem, not a creative one. It is solvable by giving it to someone whose actual job it is.
What your assistant handles
Email and ticket support
First response and resolution within agreed service levels
Working your helpdesk queue in [Zendesk / Freshdesk / Gorgias / HubSpot]
Tagging, categorising and routing tickets properly
Escalating anything outside their remit, with the context already gathered
01
Live chat
Staffed chat during agreed hours
Pre sales questions as well as support
Qualifying and passing on genuine leads rather than closing the window
02
Order and account queries
Order status, shipping and delivery questions
Returns, exchanges and refund processing within your policy
Account changes, subscription queries and billing questions
Updating records in your system as the conversation resolves
03
Knowledge and process
Building and maintaining macros and canned responses
Writing help centre articles for the questions that keep repeating
Flagging recurring issues to you, with numbers rather than impressions
04
Reporting
Volume, response time and resolution reporting
Themes in what customers are actually contacting you about
05
How it works
1. You tell us what you need
Ticket volume, channels, hours you want covered and what your current backlog looks like.
2. We match on sector and product complexity
Supporting a software product and supporting a physical goods store are different jobs. You meet the assistant before anything is agreed.
3. Product and policy onboarding
Your assistant learns the product properly before they answer a live customer. Refund policy, escalation rules, tone and edge cases get documented during onboarding.
4. Shadowed start
The first period runs with your review before responses go out, until quality is proven. Then the training wheels come off.
5. Continuous improvement
Every repeated question becomes a macro or a help article. Your support load should get lighter over time, not heavier.
Why Kapwa Support
Your assistant is paid properly
Top of the market pay, performance bonuses and paid vacation recognition. Support is the role where burnout and churn do the most damage, because every departure means a new person learning your product on live customers. Paying properly is how we avoid that, and it is a quality decision before it is anything else.
GDPR compliance is built in, not bolted on
Support work is personal data work, all day, every day: names, addresses, order histories, sometimes payment queries and complaints. Your assistant is trained on data minimisation, identity verification, retention and how to handle a data subject request before they open a single ticket. We sign a Data Processing Agreement and use Standard Contractual Clauses for transfers.
Europe facing hours
Cover during your customers' day, agreed in advance, so response times mean something.
Genuinely fluent English
Our support assistants are selected for written clarity and tone, not just comprehension. You review the actual person before anything is agreed.
What is included
A dedicated assistant, not a rotating pool
Documented policies, macros and escalation rules
Transparent time tracking
Regular support reporting
Replacement cover if the fit is wrong
Pricing
Starting from €35/hour, with rates decreasing as your monthly hours increase.
Frequently asked questions
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Yours. We do not ask you to move to a platform of our choosing or add a tool to your stack. Your assistant works inside the systems you already use, and learns them during onboarding. That includes the common helpdesk platforms as well as setups built around a shared inbox or a project management tool. Tell us what you run and we will confirm the fit before you commit.
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Hours are agreed at the start and chosen to overlap with your customers' day.
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Access is limited to what the role requires, granted through a password manager with multi factor authentication and revoked immediately when a placement ends. Assistants are trained on GDPR, identity verification and data minimisation before starting. A Data Processing Agreement and Standard Contractual Clauses are in place for every client.
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They work within your policy and your systems for order and refund processing. Payment card details and other credentials are never handled outside the secure flows your own platform provides.
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It escalates to you with the full context already collected, so you pick it up informed rather than starting from the beginning.
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Only within a written policy you approve, and never with customer data in an uncleared tool. Every AI assisted response is reviewed by a human before it is sent.
Ready to hire a VA?
Tell us what is eating your week. With one free introduction call we will show you what a Kapwa Support VA can mean for your business.