Spanish-first · Bilingual Coverage · Americas Timezone

Customer support that feels premium — at a cost that scales.

Trained bilingual agents for chat, email, and voice. Strong timezone overlap for North & South America — ready to go in 7–14 days.

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Bilingual Americas timezone SOP-driven QA included Weekly reporting

Premium CX coverage

Chat · Email · Voice · Tickets

SLA-ready

Macros, routing, escalation

QA scorecards

Calibration & coaching

Weekly reports

KPIs & next actions

What we do

Solutions

Choose what you need now. Scale later without rebuilding your support operation.

🎧

Customer Support

Tier 1–2 support, account help, refunds, FAQs — handled professionally.

💬

Live Chat & Tickets

Inbox management, macros, routing, and escalation workflows.

📞

Voice Support

Inbound calls, follow-ups, retention and escalation paths.

🗂️

Back Office

Data entry, verification, admin tasks, and reporting support.

Spanish-first English Coverage Timezone Overlap SOPs & Training Weekly Reporting QA Scorecards

Who we work with

Industries we support

We adapt SOPs and tone of voice to your customers and workflows.

🛍️

E-commerce

Order updates, refunds, shipping issues, product questions.

⚙️

SaaS & Apps

Tickets, onboarding help, triage, escalation workflows.

📍

Local Services

Scheduling, inquiries, follow-ups, quote requests.

🏪

Marketplaces

Buyer/seller support, disputes, verification, trust & safety.

Engagement models

Start lean. Scale without rebuilding.

Flexible structures for any stage — from one dedicated agent to a full blended team.

★ Most popular

Dedicated Agent

One agent assigned to your business. SOPs + QA loop included from day one.

Full-time or part-time coverage
Chat, Email, Tickets & Voice
Weekly reporting & KPIs
QA scorecard included

Get a proposal

Flexible

Blended Team

Spanish-first + English coverage for key shifts or channels.

Custom coverage windows
Escalation paths defined
SLA-driven routing
Mixed language coverage

Ask availability

Add-on

QA + Team Lead

More structure: calibration, coaching, and tighter performance reporting.

QA scorecards + calibration
Coaching loop included
KPI deep dives
Escalation ownership

Add to plan

How it works

Simple onboarding. Fast deployment.

Clear steps, measurable from day one, and adjustments made quickly.

Discovery

Goals, channels, schedules, SLAs, tone of voice.

Team matching

We select agents aligned with your workflow and brand.

Training

SOPs, scripts, tools, and scenario practice.

Go-live

Soft launch, daily check-ins, fast adjustments.

Operations

SOP-driven execution

Coverage planning

Schedules aligned to demand

Escalation paths

Clear ownership & resolution

QA scorecards

Consistency

Coaching

Continuous improvement

Reporting

KPIs & insights

Quality & language

Quality-first by design

We specialize in Spanish support with bilingual coverage. English available for key shifts or blended teams.

Spanish Support

High availability and strong customer empathy.

Primary

English Support

Best for coverage windows or key channels.

Limited

Timezone overlap

Smooth collaboration with your Americas team.

Americas

What you can expect

✓ Professional, responsible agents

✓ Fast ramp-up with SOPs and scripts

✓ Clear escalation and ownership

✓ Weekly reporting and QA feedback loops

FAQ

Common questions

Everything you need before getting started.

How fast can we start?

Typically 7–14 days depending on tools, SOPs, and coverage hours.

What tools do you work with?

Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, and standard inbox workflows.

Do you provide English support?

Yes — limited availability. Best for specific windows or blended teams.

How do you ensure quality?

QA scorecards, coaching loops, calibrations, and weekly KPI reporting.

Can we start with 1 agent?

Yes. Start lean, then scale once volume and workflows stabilize.

What do you need from us?

Access to tools, existing SOPs (if any), tone of voice, and escalation contacts.

Get in touch

Talk to SupportNova

Tell us your channels, volume, and schedule — we'll propose a plan and team.

hello@supportnova.com

Phone / WhatsApp

+1 (813) 451-6435

Availability

Americas timezone

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