Replica Airguns | Building Customer Service Teams
A global online retailer specializing in replica firearms and airguns, serving collectors and hobbyists with niche product assortments. ignitix partnered to build remote customer support capacity, recruiting 14 global customer service representatives over a 3-month period to support 24/7 operations.
- Industry:
- E-commerce
- Project Duration:
- 3 Months
- Client Location:
- United States
- Key Challenge:
- Time-sensitive Hiring
- Services Provided:
- Recruitment | HR
The Problem Landscape
The business was scaling its online sales and needed reliable 24/7 customer support to manage inquiries, orders, and after-sales requests. Remote hiring across time zones introduced coordination challenges, inconsistent candidate quality, and operational friction without a structured recruitment funnel and HR process.
Main Challenges
– Recruiting customer support reps across time zones
– Maintaining quality hiring without having local offices
– Aligning schedules for global 24/7 coverage
– Forming fully remote groups across specific sectors
– Maintaining quality hiring without having local offices
– Aligning schedules for global 24/7 coverage
– Forming fully remote groups across specific sectors
The Plan
The objective was to build a distributed customer service team capable of supporting global operations while maintaining consistent quality standards. ignitix designed a structured remote recruitment flow that included role definition, sourcing, screening, interviewing, and employment offers + contracts tailored for customer support roles across multiple regions.
Linked to recruitment, HR processes were established to manage work schedules, availability, onboarding and remote coordination. The aim was to reduce the client’s involvement in hiring decisions, ensure smooth integration of reps into workflows, and deliver a predictable output of hires over a fixed 3-month timeline.
Linked to recruitment, HR processes were established to manage work schedules, availability, onboarding and remote coordination. The aim was to reduce the client’s involvement in hiring decisions, ensure smooth integration of reps into workflows, and deliver a predictable output of hires over a fixed 3-month timeline.
Execution
Recruitment and onboarding ran concurrently. ignitix managed sourcing, shortlisting, interviewing, and contract administration for remote hires. Scheduling and coordination systems were set up to support time zone overlap, and performance alignment was monitored to ensure delivery quality across customer support functions.
01
Candidate profiles and support priorities were defined early, enabling structured remote hiring rather than reactive or ad-hoc recruitment.
02
Centralized sourcing, screening, and shortlisting ensured consistent talent quality and reduced unnecessary involvement from company leadership.
03
Work schedules and time zone overlaps were optimized to guarantee round-the-clock customer support coverage without burnout.
04
Remote onboarding processes and coordination systems were established to integrate global hires into the workflow with clear accountability.
DELIVERABLES
- Remote Support Team Built
- 14 Hires in 3 Months
- 24/7 Coverage Framework
- Structured Hiring Process
- HR Onboarding Systems
