Resolved CX

Resolved CX is a BPO company USA brands have trusted since 2017 to staff and manage dedicated customer support teams in the Philippines. Headquartered in New York with a fully remote outsourcing workforce of around 350 people, the company works with fast-growing ecommerce, software, and health and wellness brands that need a real support operation without the cost structure of US hiring. Since founding, Resolved CX has served more than 100 clients, from direct-to-consumer brands to SaaS companies, on a model built around hourly billing, no long-term commitment, and a dedicated manager on every account. The core customer support service covers email and ticket handling, inbound phone calls, web chat handling, and social media replies across comments and direct messages. Agents work inside the client's chosen helpdesk, including Zendesk, Gorgias, Freshdesk, and Intercom, as well as inside the client's Slack. Each team includes agents screened for written and spoken English, trained on the client's brand, and overseen by an experienced Resolved CX manager. QA is configured to the client's own standards, reporting is available on request, and all data stays in the client's own systems throughout. Back-office outsourcing follows the same management structure. Resolved CX staffs operations teams for order edits, returns, refunds, and fraud checks; finance teams for invoicing, accounts receivable follow-up, and bookkeeping support working alongside the client's accountant; and business development teams for lead research, list building, CRM hygiene, and outreach support. Virtual assistants for calendar management, inbox handling, research, and day-to-day admin are recruited and managed by the same organization, with a Resolved CX manager behind each placement. The company has particular depth in ecommerce and DTC, where agents handle order status inquiries, shipping issues, subscription changes, and the volume surges that come with holiday seasons, scaling up and back down as the client's needs shift. Clients in health and wellness receive non-clinical member and customer support, with clinical questions routed to licensed staff under escalation rules the client defines. For software and SaaS clients, agents train directly on the product and handle Tier 1 and Tier 2 troubleshooting, account and billing questions, and clean bug escalations to engineering teams. Resolved CX has operated as a 100% work-from-home organization since its founding, which sets it apart from the traditional call center USA model most outsourcers follow. Agent access is individual, permission-based, and limited to the client's own systems, with revocation requested immediately when someone leaves an account.