Shippo
A leading e-commerce shipping platform trusted by thousands of online brands.
Technical Support Engineers
Partnership Support
Enterprise Support
Shippo
A leading e-commerce shipping platform trusted by thousands of online brands.
Technical Support Engineers
Partnership Support
Enterprise Support
The Results
The Results
85%
CSAT achieved in 4 weeks
22+
Team members
75%
Backlog reduction in month one
Summary
After vetting EORs and traditional BPOs, Shippo chose Keen’s EOR Plus+ solution for faster hiring, deeper support expertise, and founder-led execution. We helped them build the right team for complex work without slowing them down.
Summary
After vetting EORs and traditional BPOs, Shippo chose Keen’s EOR Plus+ solution for faster hiring, deeper support expertise, and founder-led execution. We helped them build the right team for complex work without slowing them down.
The Challenge
The Challenge
Shippo's support operation was straining under its own growth and a traditional EOR model.
Shippo's support operation was straining under its own growth and a traditional EOR model.
Backlogs kept climbing, escalations piled up, and high-value shippers waited too long for answers on business-critical issues. An EOR model could add headcount, but Shippo needed a partner who could hire, train, and scale a support team built for complexity.
Backlogs kept climbing, escalations piled up, and high-value shippers waited too long for answers on business-critical issues. An EOR model could add headcount, but Shippo needed a partner who could hire, train, and scale a support team built for complexity.
Our Strategy
Our Strategy
Keen built a tiered support team from scratch: Tier 1 through Tier 3 Engineering, including a dedicated VIP Enterprise team.
Keen built a tiered support team from scratch: Tier 1 through Tier 3 Engineering, including a dedicated VIP Enterprise team.
The team was hired for complexity, not just volume. They worked from Keen’s office, with stable infrastructure, clear accountability, and reliable oversight. We built a three-tier structure: Tier 1 for queue flow, Tier 2 for enterprise and VIP merchants, and Tier 3 support engineers for technical escalations that needed real-time resolution.
We built a support team designed to hold under pressure.
The team was hired for complexity, not just volume. They worked from Keen’s office, with stable infrastructure, clear accountability, and reliable oversight. We built a three-tier structure: Tier 1 for queue flow, Tier 2 for enterprise and VIP merchants, and Tier 3 support engineers for technical escalations that needed real-time resolution.
We built a support team designed to hold under pressure.
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SaaS
A leading e-commerce shipping platform trusted by thousands of online brands.
85
%
CSAT achieved in 4 weeks
22
+
Team members
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%
Backlog reduction in month one
Technical Support Engineers
Partnership Support
Enterprise Support
SaaS
A leading e-commerce shipping platform trusted by thousands of online brands.
85
%
CSAT achieved in 4 weeks
22
+
Team members
75
%
Backlog reduction in month one
Technical Support Engineers
Partnership Support
Enterprise Support