Leading Global Remote Support Solution
NovaReach Global
Remote-first, metrics-driven customer support for global e-commerce — with deep operational focus on LATAM.
Coverage
Global queues with LATAM priority routing
Languages
English / Spanish / Portuguese
Channels
Chat, Email, Tickets, Social Escalations
Operations Snapshot
Remote Support Control Room
Queue Health
Handover-ready, SLA monitored, backlog under control.
Quality Assurance
Weekly calibration + coaching with documented scorecards.
Coverage
Shift rotation ensures 24/7 handoffs across time zones.
LATAM Focus
Localized tone, payment disputes, and refund workflows aligned to regional platforms.
Services
Multilingual support for global e-commerce — engineered for LATAM.
We operate across live chat, email, and ticket queues with documented SOPs. The placeholders below are ready for your real stack.
Multichannel Support
Live chat, email, and ticket handling with response macros and escalation routing.
Tools: [TICKETING_TOOL], [CHAT_TOOL]
LATAM E-commerce Ops
Order status, refunds, returns, disputes, and payment follow-ups localized to region.
Platforms: [MARKETPLACE_A], [STOREFRONT_B], [PAYMENT_PROVIDER]
Quality & Knowledge
QA audits, coaching loops, and a continuously updated knowledge base.
QA method: [QA_METHOD]
Coverage & Staffing
Shift handovers, queue monitoring, and scalable staffing for peak events.
Coverage window: [COVERAGE_HOURS]
Operational Targets (Sample)
SLA-driven, transparent performance tracking.
Targets vary by client and queue. Replace the placeholders with your real benchmarks.
First Response
[FRT_TARGET]
CSAT
[CSAT_TARGET]
Resolution SLA
[SLA_TARGET]
Requirements
Strict requirements — please read carefully.
Computer Setup
- CPU: Intel i5 / Ryzen 5 (or better)
- RAM: 16GB minimum
- Storage: SSD only
- OS: Windows 10/11 or macOS
- Recommended: dual monitors + noise-canceling headset
Internet Stability
- Minimum: 50/10 Mbps (download/upload)
- Stable latency for live chat and screen sharing
- Backup connection preferred (mobile hotspot or second line)
Monitoring Software
- Mandatory during working hours
- Time tracking + activity logging
- Periodic screenshots for QA compliance
- Used strictly for attendance and quality assurance
Fluent English
- You must handle a 10–15 minute English conversation without assistance
- Write clear, structured ticket notes in English
- Confident in de-escalation and refund conversations
How We Work
Transparent, structured, and operator-first.
We run 9-hour shifts (including a 1-hour break) with weekly rostered rest days and transparent monthly settlements.
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1
Onboarding
Access provisioning, tool setup, SOP review, and security compliance briefing.
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2
Training & Simulation
Knowledge base mastery, mock tickets, and live shadowing sessions.
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3
Shift Execution
9-hour shifts including 1-hour break, clear handovers, and queue health checks.
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4
QA & Coaching
Weekly calibration, scorecard reviews, and targeted coaching improvements.
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5
Settlement
Monthly cutoff: [MONTHLY_CUTOFF_RULE]
Timesheet + QA verification before payout confirmation
Settlement sheet shared for review and sign-off
Payout via USDT or Wise with transaction proof
Fees policy: [FEE_POLICY]
Apply Now
Submit your application for the remote support roster.
This is a static demo form. We validate inputs locally and provide a submission summary for review.
Before you apply
- Prepare your email or Telegram handle (at least one is required).
- Confirm your workstation and internet meet the minimum requirements.
- Be ready for a live English interview and QA monitoring during shifts.