Connext builds dedicated e-commerce teams that answer your customers, manage your orders, and keep your catalog accurate. They work inside your helpdesk, under your policies. You interview and choose every team member. Connext handles their recruiting, HR, payroll, IT, and facilities, then works to keep them on your team long after onboarding.
It fails because the operation behind the storefront cannot keep pace.
Order volumes spike, support tickets pile up overnight, and margins thin under the weight of in-house headcount. Hiring locally for that pattern means carrying peak-season capacity through the shoulder months. A dedicated offshore team adds coverage where the volume actually lands, while you keep control of how the work is done rather than receiving an output and hoping it matches. The Philippines pairs commerce-experienced talent with night-shift coverage, backed by an IT-BPM workforce of roughly 1.9 million people.
Projected global retail e-commerce sales by 2028
People in the Philippine IT-BPM workforce
IT-BPM sector revenue in 2025
Function to start with, before expanding on the numbers
Quick answer
E-commerce outsourcing is moving online store operations, like customer support, order management, returns, and catalog updates, to an outside team. Some providers rotate shared agents across many clients. A dedicated model assigns people who work only on your brand, inside your tools. With Connext, you select your team, and Connext handles their recruiting, HR, payroll, IT, and facilities.
Every November, ticket queues spike and temporary agents who have never read your return policy start answering for your brand. Answers drift, refunds get missed, and the one-star reviews land in January. Your customers deserve the same knowledgeable people in your busiest week as in your quietest one.
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Your ticket volume
The people answering it
Support volume through the year. The hiring decision is made in September; the reviews are written in January.
A low hourly rate looks like savings until you count what comes with it. Shared agents split their attention across several brands. High turnover means re-training every quarter, and every new face starts from zero on your products and policies. The number that matters is cost per resolved ticket, not cost per hour.
Who answers your customers
Hiring
Pay and benefits
Workspace
Culture
Oversight
Commodity support model
Agents shared across multiple clients
Fills seats fast, often entry-level only
Low salaries, minimal or no benefits
Crowded, high-density floors
Transactional, high turnover
Seat-count reporting
The Connext approach
A dedicated team that works only on your brand
Aligned to your brand voice, and you approve every hire
Competitive pay and a full benefits package
Purpose-built workstations and pantries
Events, celebrations, and community that drive tenure
Co-management with a dedicated in-country team manager
Most e-commerce outsourcing competes on the hourly rate. Before you compare rates, ask any provider these three questions. Here is how Connext answers them.
01
Many providers assign agents from a shared pool. With Connext, every search starts with your brand, your channels, and your customers, and candidates complete skills assessments before anyone reaches your shortlist. Only the top 4% of applicants are sent to you, and you choose every team member.
02
Turnover is what erases product knowledge. Connext builds retention into the model with purpose-built workstations, real pantries, weekend events, and company-wide celebrations, backed by competitive pay and full benefits. At 90 days, 94% of Connext team members are still on their teams.
03
A dedicated in-country team manager, supported by U.S.-based business unit managers, runs weekly account reviews at a 35:1 employee-to-manager ratio. Your manager reports on productivity and quality and resolves HR and IT issues before they reach you. You keep the policies and the final word.
Your team members answer tickets, process orders and returns, and keep listings accurate.
You keep your helpdesk, your AI tools, your refund and escalation policies, and the final say on how customers are treated. Connext supplies the people and the infrastructure behind them, and acts as Employer of Record for your team.
As AI takes on order-status and tracking questions, the tickets left for people get harder. Think damaged deliveries, refund disputes, frustrated repeat customers, and orders that look like fraud. Customers still expect a person for those.
You choose and own the AI tools. Your Connext team works alongside them and handles everything they cannot.
87%
of customers said companies using GenAI for service must provide access to a human agent
85%
of service leaders are expanding human agent responsibilities as AI reduces contact volume
Gartner, 2026 survey of 3,566 customers.
A venture-backed e-commerce startup needed round-the-clock support to keep up with rapid growth across time zones. Connext built a dedicated 24/7 customer support team, recruited and managed through the co-management model. The partnership improved response times and supported stronger customer retention as the business grew.
Read the case studyConnext has become a core part of our workforce strategy. Their ability to consistently deliver skilled, dependable team members has helped us navigate local hiring challenges while staying focused on growth.
Executive leader, Hawaii-based logistics company. A 10+ year partnership, 19 team members.
Dedicated e-commerce professionals who answer customers in your brand voice, keep orders moving, and protect margin on every return and refund. Your in-house team gets time back for merchandising, growth, and the customer moments only they can own. Your operations capacity grows without adding U.S. headcount.
Email, live chat, social messaging, phone, and review responses.
Order entry and edits, cancellations, address changes, shipping and tracking updates.
Return authorizations, exchanges, refunds processed under your policy, warranty claims.
Product data entry, descriptions, image uploads, pricing and inventory updates.
Listing maintenance, seller account tasks, and buyer messages across your marketplace channels.
Order verification, flagged-order review, chargeback documentation.
Payout and payment reconciliation, AP/AR, invoicing, sales tax data prep for your review.
Need Spanish-language support? Connext also builds bilingual teams in Colombia and Mexico, working U.S. business hours.
1
We map your channels, ticket types, order volumes, and peak calendar before writing the job description.
2
Candidates complete skills assessments, then you interview the finalists and choose your team.
3
Team members learn your products, policies, helpdesk, and brand voice alongside your team lead before going live.
4
Your in-country team manager tracks quality and productivity, runs weekly account reviews, and handles HR, IT, and facilities.
Customer and order data stays protected. Connext holds SOC 2 Type II certification, backed by monitored workstations and audited access controls. You control permissions in your helpdesk and store platform, so each team member sees only what their role requires.
Role
Entry, 1 to 2 yrs
Mid, 3 to 4 yrs
Senior, 5+ yrs
$1,755 to $1,818
$1,818 to $1,911
$1,974 to $2,156
$1,808 to $1,970
$1,970 to $2,130
$2,130 to $2,431
$2,210 to $2,297
$2,297 to $2,516
$2,516 to $2,734
Illustrative monthly rates per full-time team member, fully loaded. Final rates depend on role scope, experience, and location.
Peak season is coming
Enter your support headcount, salaries, and peak-season needs to compare your fully loaded in-house cost with a dedicated Connext e-commerce team. Savings vary by role, seniority, and location, so the calculator shows your number, not an average.
Book a planning call and we will map your peak-season headcount, the roles you need, and a cost breakdown for your exact team.
No upfront cost to start.
$275.1B
Adobe forecasts U.S. online holiday sales will reach a record $275.1 billion in 2026, up 6.7% year over year.
Factor
In-house team
Per-hour BPO
Connext dedicated team
Who handles your tickets
Your U.S. employees
Agents often shared across several clients
A dedicated team that works only on your brand
Brand voice
Strong, if you can hire and keep the right people
Scripted to fit many clients
Selected and trained on your voice; you approve every hire
Peak-season flexibility
Overtime or temporary hires
Varies by contract and agent pool
Add team members to the same managed team ahead of peak
Who owns the AI
You
Often the provider own tools
You choose and own the AI; your team works alongside it
Retention
Depends on your local labor market
Often high turnover
94% of team members still on their teams at 90 days
Cost model
U.S. salary plus benefits and taxes, recruiting and turnover
Typically hourly, per-agent, or per-ticket pricing
Fully loaded monthly rate per team member
Columns describe models, not named companies.
Team members work in your helpdesk and store platform, under your policies and escalation paths.
At 90 days, 94% of Connext team members are still on their teams, and 98% of clients stay with Connext.
A dedicated in-country team manager reviews your account weekly, not just at renewal.
Add team members to the same managed team ahead of your busiest weeks.
SOC 2 Type II certification, monitored workstations, and audited access controls.
The co-management model behind a 24/7 support team for a venture-backed e-commerce startup and an order desk for a Hawaii-based food distributor is the same one available to a brand hiring its first support agent.
Connext gives you e-commerce professionals you choose, a model built to keep them, and management that stays in it with you. You keep the brand, the tools, and the final word.
Guide
Which store operations move offshore first, and what the Philippines adds to an e-commerce team.
Read the guide →
Article
What a fulfillment support desk covers, from order intake through to exceptions and returns.
Read the article →
Service
A dedicated team working inside the helpdesk you already use, hired on the same model.
See the service →
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