Connext helps you hire a Zendesk admin, support agents, and QA analysts who work full time in your instance, on your macros, and during your customers’ hours.
You interview, approve, and direct every hire. Connext handles recruiting, payroll, compliance, and secure facilities as your Employer of Record.
5 to 7 days
Until first candidates reach your inbox
Top 4%
Of applicants make your interview shortlist
94%
Of hires still in place at 90 days
Quick answer
Zendesk staffing is adding dedicated support agents, administrators, and analysts who already know Zendesk to your team through a staffing partner, instead of waiting out a long local search or sharing an outsourced queue. At Connext, you interview, approve, and direct every hire, while Connext handles recruiting, payroll, compliance, and facilities as Employer of Record.
The fintech needed support capacity that could keep pace with a national customer base. Connext started with four offshore specialists in 2023, grew the team to 20 within a year, and built the company’s first offshore HelpDesk, using Connext’s Colombia site to add bilingual service. Offshore team members have since moved into Team Lead and Senior Specialist roles.
The SaaS company began with a small Connext pilot in 2022 while serving clients across North America, Europe, and Asia. The engagement grew to nearly 60 professionals, including client support specialists and client delivery managers working inside the company’s own workflows across time zones.
20
Offshore specialists at a U.S. digital lending company within a year, up from four in 2023
“Connext has been instrumental in helping us scale globally. Their team delivers consistently, adapts quickly, and has become an integral part of our success story.”
Client Delivery Manager, Denver-Based Expense Management Software Company
1
We agree on channels, ticket volume, support tiers, coverage hours, languages, and the Zendesk skills each seat needs before sourcing starts.
2
AI-supported screening, skills assessments, and an interview with the Connext team manager who will support your account narrow the field to the top 4% of applicants. First candidates arrive within 5 to 7 days.
3
Each candidate packet includes the resume, bill rate, interview notes, and assessment scores. You run the final interview, add a sample ticket exercise if you want one, and make the call.
4
Your team uses your instance, your roles and permissions, your macros, and your QA rubric, and reports to your support lead. You decide what each person can see and change in Zendesk; Connext secures the building and the workstation.
5
As Employer of Record, Connext runs payroll, HR, compliance, equipment, and facilities, with one in-country team manager per 50 employees, weekly account reviews, and U.S.-based Business Unit Managers on every account.
| Cost layer (one U.S. customer service representative) | Amount per year |
|---|---|
| Median base pay (BLS, May 2025) | $44,770 |
| + 32% benefits and payroll taxes | ~$14,300 |
| + Recruiting cost per hire | ~$6,000 |
| Cost before turnover | ~$65,100 |
Turnover is the cost leaders miss most. 29% of surveyed leaders named turnover and retraining as the most overlooked cost of a hire (Connext 2026 Unfilled Role Report), and in support every departure also takes product knowledge and customer history with it.
Sources: U.S. Bureau of Labor Statistics, Customer Service Representatives, May 2025 median pay. The 32% burden and recruiting cost follow Connext’s illustrative cost model.
| Role | Entry | Mid | Senior |
|---|---|---|---|
| Customer Service Rep | $1,911–2,008 | $2,008–2,130 | $2,130–2,220 |
Source: Connext Role & Bill Rate Estimates rate card. Figures are monthly and fully loaded, covering recruiting, payroll, benefits, HR, in-country management, facilities, IT, and SOC 2 compliance.
Every candidate comes from a shortlist built from the top 4% of applicants, works only on your account, and gets Zendesk access only after you approve them.
94% of Connext hires are still in place at 90 days and 91% at six months, so macros, edge cases, and customer history aren’t relearned every quarter.
Connext holds SOC 2 Type II certification and is HIPAA compliant, with biometric access control, monitored workstations, documented access controls audited annually, and signed Business Associate Agreements for roles handling protected health information. Details on the Data Security and Compliance page.
Teams in the Philippines, Colombia, Mexico, and India can match U.S. business hours, extend into evenings and weekends, or add bilingual English and Spanish support.
As Zendesk AI agents take on routine questions, the Zendesk experts you hire review their answers, handle the exceptions, and keep the help center content those agents rely on accurate. Fewer, sharper people, chosen by you.
Start with a single Zendesk role and $0 upfront. The model that took a digital lending company from 4 offshore specialists to 20 in a year, and grew a Denver software company’s pilot to nearly 60 professionals, is the one a first-time client gets.
Factor
In-house hiring
Traditional outsourced support
Connext Zendesk staffing
Who picks the agents
Your recruiters, from your local market
The vendor assigns agents from its pool
You, from a shortlist built from the top 4% of applicants
Who the agents work for
Only you
Often several clients from a shared queue
Only you, full time
Who controls your Zendesk setup
You
Often the vendor’s own processes and QA
You: your macros, roles, SLAs, and QA rubric, with a Zendesk admin you approve
What happens to product knowledge
Leaves with each resignation
Spread across accounts and lost to agent rotation
Stays: 94% of hires in place at 90 days, 91% at six months
How you pay
Salary plus 32% burden, recruiting, and turnover costs
Per hour, per ticket, or per seat
One monthly all-in rate per person, $0 upfront
Every ticket is a chance to keep a customer or lose one. Connext gives you a dedicated Zendesk team you chose and can keep, with the recruiting, compliance, and paperwork already handled.
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