CX Horizon Services delivers cross-industry operational capacity for scaling organizations. Capabilities include customer experience, sales development, executive and virtual assistance, back-office administration, finance and accounting, and e-commerce operations. Engagements can be structured as Full-Service BPO with CX Horizon Services assuming full accountability, or as Employer-of-Record with the client directing day-to-day work.
What we run
Engagements may include any combination of the pillars below. Capacity expands over time in line with client priorities.
Tier-1 and tier-2 support across email, chat, voice, and social. Built to your brand voice and tooling, not a generic playbook.
Proficient on tools such as: Zendesk · Intercom · Gorgias · Front · Help Scout · Kustomer · Freshdesk · HubSpot Service Hub, etc.
From entry-level admin support to chief-of-staff caliber. We staff to the level you actually need: basic admin to senior operators capable of running your business cadence.
Proficient on tools such as: Google Workspace · Microsoft 365 · Slack · Notion · Asana · ClickUp · Monday · Airtable · Calendly, etc.
The non-glamorous work that keeps a company running. Done well, in the background, with a clear paper trail.
Proficient on tools such as: Shopify · NetSuite · Salesforce · SAP Ariba · Coupa · Airtable · Google Sheets, etc.
Lighter-touch F&A for SMEs and scale-ups. Bookkeeping, AP/AR, reconciliations, monthly close support.
Proficient on tools such as: QuickBooks · Xero · NetSuite · Sage Intacct · Bill.com · Ramp · Brex · Stripe, etc.
Outbound pipeline that doesn’t look outsourced. SDRs, lead researchers, and appointment setters trained on your ICP, your messaging, and your CRM.
Proficient on tools such as: Salesforce · HubSpot · Apollo · Outreach · Salesloft · ZoomInfo · Lusha · LinkedIn Sales Navigator, etc.
How we operate
The following delivery standards are applied uniformly across every Growth Operations engagement, regardless of the capabilities in scope.
Who we serve
Workflows, urgency, and priority outcomes differ meaningfully across growth-stage segments. Engagements are structured to reflect the specific context of each organization.
Order volume scales linearly but customer support, returns processing, and back-office can’t. Peak-season hiring is a scramble. Margin gets eaten by overflow staffing agencies.
Tier-1 and tier-2 customer support across email, chat, and social. Order management, returns processing, fraud screening. Inventory and vendor coordination. Klaviyo, Gorgias, Zendesk, Shopify, Amazon Seller Central.
Order volume can grow 3–5x without proportional support cost. Peak season covered by a flexible team, not a hiring scramble. CSAT goes up because response times go down.
Founders and engineers stuck answering tier-1 tickets. Customer success can’t scale without diluting the role. Onboarding sequences delayed by manual data entry. Trial-to-paid leakage.
Tier-1 and tier-2 support, onboarding ops, data entry/migration, CRM hygiene (Salesforce, HubSpot), QA testing, content moderation, technical writing assistance.
Engineers focused on engineering. CS team handles strategic accounts, not password resets. Onboarding completes faster. Trial conversion improves.
Portfolio companies each running their own scattered ops. Back-office redundancy across the portfolio. Operational due-diligence findings that need fast remediation. Pre-exit clean-up.
Consolidated back-office across portfolio companies, F&A standardization, integration support during M&A, operational reporting up to the GP. Same SLA framework across every portco.
Portfolio-wide ops standardization. EBITDA expansion from cost takeout. Cleaner data rooms at exit. One vendor relationship instead of twelve.
You’re the bottleneck. Inbox is full, calendar is owned by ops tasks, and hiring an EA or admin in the U.S. costs more than it returns. You don’t need a full-time anything - you need fractional everything.
Executive virtual assistants, inbox & calendar management, research, vendor coordination, light bookkeeping, content production support, operations playbook execution.
You buy back 10–15 hours a week. Tasks that were sitting in your head for weeks get done. The business runs more like a company and less like a frantic founder.
How it works
No multi-year contracts to start. Quarterly commitment, no penalties for changing scope.
Free 30-minute call. We map what you’re trying to offload and what success looks like. You leave with a written plan whether or not we move forward.
We size the team (1–5 FTEs for EOR or 10–12 for Full-Service BPO), pick the delivery model, and put an NDA + scope doc in place.
We recruit and train the team, integrate with your stack (CRM, e-commerce platform, accounting), and run a 1-week shadow phase before going fully live.
Weekly check-ins, monthly reviews, quarterly scope changes. Add capacity for peak seasons. Pull back during slower months. No penalties.
Pick your model
Most BPOs lock you into one model. We’ll do either - or both at the same time across different functions.
We hire, train, and manage the team. We commit to KPIs (response times, CSAT, resolution rates, accuracy targets). You get monthly reviews and a single point of accountability.
We legally employ the team in the Philippines - payroll, benefits, compliance, infrastructure. You provide operational leadership, set the work, and drive the KPIs.
AI + human accountability
We use AI where it removes drudgery and beats human accuracy at scale - ticket triage, sentiment scoring, draft responses, transaction categorization, content moderation. We use experienced operators where judgment matters - angry customers, complex returns, anything that touches the brand or a payment.
Every AI-drafted response gets reviewed by a credentialed team member before it goes out. AI is your team’s force multiplier - not a replacement for taste or judgment.
Security & compliance
We’re not a regulated industry vendor by accident. The same controls we apply to healthcare and financial services apply here too.
Every engagement runs under an NDA. Our Philippines operations use encrypted access controls, VDI-based workstations (no client data stored locally), and full audit logging on every action taken. GDPR-aligned data handling for EU customer data.
*SOC 2 Type II ready; ISO 27001 target Q4 2026.
Founder-led DTC brand growing materially year-over-year couldn’t hire CX and ops fast enough. We deployed a 6-person team (4 CX agents, 2 ops associates) integrated with Gorgias, Shopify, and Klaviyo, covering extended hours across time zones. Over the engagement, the brand scaled order volume meaningfully without adding internal CX or ops headcount, and CSAT held steady through the scale.
Identifying details anonymized.
Tell us what your team is stuck on. 30 minutes, no pitch deck. We’ll give you a straight answer on whether we can help.
