Services — PulseBridge Solutions

Customer support

Voice, email and chat on your helpdesk. The desk most clients open first, because it is the one the founders are personally answering at 11pm.

Customer support desk detail
Work handled	Order and account status, refunds and returns, plan changes, complaint intake, tier-1 triage, escalation packaging for your in-house team.	Zendesk · Freshdesk Intercom · Gorgias
We hire for	Clear spoken English on live scenarios, patience under a repeat caller, and accurate note-taking — tested, not claimed.	Voice · Chat · Email
Measured on	First response and resolution times, QA score on sampled contacts, escalation accuracy, and customer satisfaction where you collect it.	Weekly calibration

Outbound that keeps a clean CRM behind it. We will tell you when a list is dead rather than dial it for another month.

Sales and lead generation desk detail
Work handled	Cold and warm calling, appointment setting for your closers, quote and proposal follow-up, renewals, win-back campaigns, CRM hygiene.	HubSpot · Salesforce Pipedrive · Close
We hire for	People who can hold a discovery conversation without a script crutch, take a no cleanly, and log what was actually said.	Voice · LinkedIn · Email
Measured on	Connects and conversations per shift, meetings booked and held, pipeline value created, and data quality in your CRM.	Daily dashboard

L1 that protects engineering time. The measure of a good ticket here is whether your L2 has to ask a single follow-up question.

Technical helpdesk desk detail
Work handled	Runbook troubleshooting, password and access issues, integration and billing errors, reproduction steps, ticket triage and routing.	Jira Service Management Zoho Desk · Front
We hire for	Technical literacy, written English that survives a copy-paste into a ticket, and the discipline to follow a runbook to the end.	Ticket · Chat · Voice
Measured on	Deflection rate at L1, reopen rate, escalation quality scored by your engineers, and time to first meaningful reply.	Monthly review

The queue nobody wants to own. It is process work, so it is the easiest desk to hand over — and the fastest to show a difference.

Back office desk detail
Work handled	Order and application processing, data entry and migration, claims handling, invoice matching, catalogue and listing maintenance, document checks.	Your ERP · NetSuite Google Workspace · Excel
We hire for	Accuracy over speed, comfort with repetitive volume, and the instinct to flag an exception instead of guessing at it.	Queue · Batch
Measured on	Throughput against the agreed batch, error rate on audited samples, and how much of the queue is cleared inside the same shift.	Sample audit

For teams where the bookkeeper is also the operations manager. Read-only access is enough for most of this work.

Finance and admin desk detail
Work handled	Receivables follow-up and payment chasing, statement reconciliation, supplier and vendor coordination, expense filing, calendar and inbox management.	QuickBooks · Xero Bill · Google Workspace
We hire for	Bookkeeping fundamentals, a polite but persistent collections manner, and discretion with commercial information.	Email · Voice
Measured on	Days sales outstanding on the ledger we chase, reconciliation turnaround, and the size of the unmatched pile at month end.	Monthly close

Not a desk you buy separately — it is what keeps the others honest, and it is included on every pod.

Quality and workforce management detail
Work handled	Contact scoring against your rubric, calibration with your team, coaching plans for agents who slip, rostering, shift cover and attrition planning.	Run by our ops team
You get	The scorecard, the recordings behind it, and a named lead who will tell you when a hire is not working before you have to ask.	Weekly · Monthly

Bring the volumes and the hours; we will scope the desk on the call.