Bilingual CS Lead Scaled Support 3x While Cutting Team Costs by 60%
Merch Direct needed bilingual US-timezone support as they expanded into Latin American markets. Their Breeze-placed CS Lead became the glue between two continents, fluent, synchronous, and at a third of local hiring cost.
Kevin L.
COO, Merch Direct
3x
support capacity increase
$5,100/mo
saved on staffing costs
72hrs
time to placement
The Challenge
As Merch Direct expanded into Latin American markets, their US-only support team couldn't keep up with bilingual demand or match customers' working hours.
The Solution
Breeze placed a bilingual Customer Success Lead based in a compatible timezone, fully ramped on Merch Direct's support stack within 72 hours.
Roles hired for
“The nearshore team has been a game-changer. Same time zone, bilingual, and deeply skilled.”
Kevin L. , COO, Merch Direct
The Results
Support capacity tripled without a local hire, and customer satisfaction rose as response times across both languages improved.
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