Shopify Customer
Service Outsourcing
Outsource your Shopify store's customer support to a dedicated team of trained agents. We work with brands in the US, UK, Canada, and Australia, at up to 40% less than hiring locally.
BrazilDesk provides outsourced customer support exclusively for Shopify stores. We supply trained, fluent-English agents who handle your daily support volume so your internal team can focus on growth.
We are not a generalist call center. Every agent we place has experience working inside Shopify, understands eCommerce workflows, and is ready to represent your brand from day one.
Get Your Quote
Who this is for
BrazilDesk works best for:
- Shopify stores experiencing rapid growth and increasing support volume
- Brands where customer service has become a bottleneck
- eCommerce teams looking to reduce internal workload without sacrificing quality
- Operators preparing for scale, whether that’s a product launch, paid ad ramp, or seasonal peak like Black Friday
- Businesses focused on improving CSAT scores and response times
- Shopify brands in the US, UK, Canada, and Australia looking for a cost-effective, English-speaking support team
If your store is processing a consistent volume of orders and support is starting to slow you down, outsourcing is the most efficient way to handle it.
Engagement options
We offer three ways to work together depending on your current stage and volume:
Dedicated agents: One or more agents assigned exclusively to your store. They learn your brand, your tone, and your policies. Best for stores with consistent daily volume.
Shared team model: A team that handles your support alongside other Shopify stores. Lower cost, suitable for smaller operations with lighter ticket loads.
Seasonal scaling Additiona:l agents brought in for high-volume periods such as Black Friday, product drops, or promotional campaigns. Scale up before the rush, scale back after.
All options include:
- Agents with proven Shopify experience
- Business hours or 24/7 coverage
- Onboarding aligned to your store’s processes and policies
- Communication via your existing helpdesk
Why BrazilDesk
Shopify-only focus We do not serve every type of business. Our agents are trained specifically for eCommerce support on Shopify, which means faster onboarding, fewer errors, and agents who already understand the platform before their first day.
Background in Shopify development BrazilDesk originated as a Shopify development company. That background means our team understands how Shopify stores are built, how apps interact with the platform, and how to support customers in a way that reflects how the store actually operates.
Flexible contracts We understand that eCommerce is seasonal and unpredictable. Our contracts are built around your business reality, not rigid commitments that don’t account for slow months or sudden spikes.
Transparent pricing Our model is based on a fixed monthly cost per agent. No hidden fees, no per-ticket pricing that inflates during busy periods. You know what you’re paying each month.
How it works
- Discovery call We talk through your store’s current setup, ticket volume, main support categories, and goals. No commitment required.
- Agent matching We identify the right agents for your store based on experience, availability, and coverage needs.
- Onboarding Your agents are trained on your products, policies, tone of voice, and helpdesk before handling any live tickets.
- Go live Your support team is active. We monitor quality, gather feedback, and adjust as your store evolves.
The full process from first call to live agents typically takes 7 to 14 days.
Services
Gorgias Customer Support
Dedicated support using Gorgias, fully configured for Shopify workflows, macros, automations, and fast ticket resolution.
Shopify Email Support
Professional handling of customer inquiries, order questions, and post-purchase communication directly from your inbox.
Live chat Support
Real-time assistance for customers visiting your store, helping reduce cart abandonment and improving conversion.
Ticket management (Zendesk, Freshdesk, etc)
Organized, prioritized ticket handling across Zendesk, Freshdesk, Re:amaze, or your preferred helpdesk platform.
Order Management and Tracking
Support for order lookups, shipping updates, and fulfillment queries handled directly inside Shopify.
Refunds, Returns, and Exchanges
Full handling of return and refund requests following your store's policies, keeping customers informed at every step.
Most outsourcing providers serve any type of business. BrazilDesk works exclusively with Shopify stores. That specialization means our agents understand the platform, the apps, the typical customer issues, and the workflows specific to eCommerce. You spend less time training and see results faster.
Yes. All BrazilDesk agents are fluent English speakers, selected for both written and verbal communication quality. For Gorgias and email support roles, agents go through additional writing assessments before placement.
How long does onboarding take? For most stores, onboarding takes between 7 and 14 days from signing. That includes platform access, training on your products and policies, and a supervised trial period before agents handle volume independently.
We work with Gorgias, Zendesk, Freshdesk, Re:amaze, Help Scout, and most other major helpdesk platforms. If you use a tool not on that list, let us know and we will confirm compatibility.
Yes. We offer seasonal scaling for clients who need additional agents during peak periods such as Black Friday, Q4, or specific campaigns. We ask for at least two weeks’ notice for planned scale-ups so we can match and onboard agents in time.
We work with a minimum of one dedicated agent or a shared team arrangement. Contract length is typically three months to start, with month-to-month options available after the initial period.
We monitor performance throughout the engagement. If an agent is not meeting your expectations, we address it directly. In cases where a replacement is needed, we handle the transition as quickly as possible with minimal disruption to your support operations.
Currently our core offering is English-language support. If you need support in Portuguese or Spanish, contact us to discuss availability.
Pricing is a fixed monthly rate per agent. It does not fluctuate based on ticket volume. This gives you predictability in your operational costs regardless of how busy a given month turns out to be.
Our agents are based in Brazil, which allows us to offer competitive pricing without compromising on communication quality or professionalism.
Get Started
If your Shopify store is growing and customer support is becoming a bottleneck, the fastest solution is a dedicated team that already knows how to operate inside your platform.
Fill out the form to tell us about your store and current support needs. We will get back to you within one business day with a proposed structure and a quote.
- Headquarter US: +1 (800) 356-7401 - 58 South Service Road, Melville, NY 11749
- Headquarter London: +44 020 7680 7001 St Clare House, 30-33 Minories, London, EC3N 1DD
- Headquarter bRAZIL: +55 24 98119-6947 Cascatinha, 10, Petrópolis - RJ
Fill out the form, or email us at: hello(at)brazildesk.com
