Hire offshore customer support for your Australian business
Offshore customer support handles your inbound queries, live chat, ticket management, and CRM updates — with the same responsiveness your customers expect from a local team. Through Lite-Force, your support hire is properly employed via EOR, with payroll, compliance, and ongoing HR support included.
Day in the life
A day in the life of an offshore customer support specialist.
Typical responsibilities:
- Responding to inbound customer queries (email, live chat, phone)
- Managing support tickets — prioritising, resolving, escalating where needed
- Updating CRM records after every interaction
- Following up on open issues and ensuring resolution
- Processing returns, refunds, or order amendments
- Creating and updating FAQ/help documentation
- Logging common issues and feeding back to the product or ops team
- Handling social media enquiries (if applicable)
Why offshore
Why customer support works well offshore.
The Philippines is a global leader in customer support.
The BPO industry employs over 1.5 million people in the Philippines. English fluency, cultural adaptability, and service orientation are deeply embedded in the workforce. This isn't experimental — it's a proven market.
Timezone alignment means real-time coverage.
Your customers contact you during Australian business hours. The Philippines is 0–2 hours behind AEST — your support team is available when your customers need them, without overnight shifts.
Support is process-driven.
Scripts, templates, escalation paths, and knowledge bases make customer support highly transferable. Once your processes are documented, the location of the person following them is irrelevant.
It scales without local overhead.
Adding a second or third support hire offshore costs a fraction of what it would locally — so you can scale coverage as demand grows, rather than forcing one person to handle everything.
Cost comparison
What does customer support cost — local vs offshore?
Indicative comparison based on typical Australian salary ranges for this role.
Local Australian hire
Lite-Force offshore
Indicative comparison based on typical Australian salary ranges for this role. Actual costs vary by experience level, location, and award coverage. Lite-Force pricing confirmed on a per-role basis during your discovery call.
What's included
What you get with Lite-Force customer support.
Included in the service
- Full sourcing, screening, and shortlisting
- EOR employment contract structured for local compliance
- Monthly payroll and statutory contributions
- Leave tracking and management
- HR support and regular check-ins
- Replacement commitment within initial period
Typical candidate profile
- 2–5 years customer support or BPO experience
- Strong English (written and verbal) — neutral accent, clear communication
- Experience with helpdesk platforms (Zendesk, Freshdesk, Intercom, HubSpot)
- CRM proficiency (HubSpot, Salesforce, Zoho)
- Patience, empathy, and problem-solving ability — screened during process
Getting started
Three steps to your offshore customer support.
Book a discovery call
Tell us about your support volume, channels, and tone.
We source and shortlist
You review candidates, assess communication quality.
They start
Employment, payroll, and onboarding handled. You set the processes.
FAQ
Frequently asked questions.
What qualifications do offshore support staff typically have?
Most have a bachelor's degree and 2–5 years of customer-facing experience, often in BPO or Australian-facing service roles. We screen specifically for English communication quality, empathy, and problem-solving — not just experience on paper.
Can they handle phone support or just chat/email?
Both. Many Filipino support professionals have phone support experience through the BPO industry. We assess accent clarity and phone confidence during screening. If phone is a core requirement, we prioritise it in the sourcing brief.
How do I maintain quality and tone consistency?
The same way you would with any support hire: clear documentation. Provide scripts, templates, tone guidelines, and an escalation path. Lite-Force supports the onboarding process, and most candidates adapt quickly to your brand voice with proper guidance.
What about peak-period coverage or weekend support?
We can structure hours to cover your peak periods. If you need weekend or extended-hours coverage, we discuss this during role scoping. The employment structure supports flexible scheduling — it doesn't have to be 9–5 Monday to Friday.
What if the hire doesn't work out?
Replacement commitment within the initial engagement period. If the fit isn't right, we source again at no additional cost. Customer support is high-volume and relationship-sensitive — we take fit seriously.
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