Offshore Customer
Service for Shopify Brands
Outsource your Shopify store’s customer support with high quality and better pricing than local companies. We are a company that helps ecommerce owners in the United States with dedicated customer support.
We build an internal team designed for your store and take care of all support. Pay a fixed monthly rate up to 50% cheaper than local outsourcing, with no need to train from scratch.
Main Services:
Gorgias support
Email, live chat, and ticket management (Zendesk, Freshdesk, etc)
Order status, tracking, and management
Social media support
Refunds, returns, and exchanges
Agents trained in Shopify
24/7 coverage
Plug-and-play support team
Get Your Quote Today
Who are we?
BrazilDesk is a company focused on customer support, dedicated to Shopify ecommerces in the United States.
When you outsource our services, you are outsourcing agents with Shopify knowledge, minimal training required for your store, and high English proficiency.
Who we work with
We work with companies in the United States that have a Shopify store where support demand is growing, are looking for excellent support at an affordable price, so they can focus on their core business and products.
Flexible Scaling Model
Whether you’re handling 50 tickets/day or 5,000+, we scale your support team based on demand.
Engagement Options
- Dedicated agents
- Shared team model (for smaller operations)
- 24/7 or business hours coverage
- Seasonal scaling (e.g., Black Friday, peak campaigns)
Our Clients
This service is designed for:
- Shopify stores experiencing rapid growth
- Brands with increasing support volume and operational strain
- eCommerce teams looking to reduce internal workload
- Businesses aiming to improve CSAT and response times
- Operators preparing for scale (ads, international expansion, product launches)
Process-Driven Onboarding
We follow a structured onboarding framework to ensure fast deployment and consistency.
Phase 1 — Audit & Setup
- Review of current support channels and workflows
- Access to Shopify, helpdesk, and integrations
- Identification of ticket categories and volumes
- SLA definition and KPI alignment
Phase 2 — Knowledge Base & Training
- Creation or refinement of internal knowledge base
- SOP documentation (refunds, shipping issues, escalations)
- Brand voice alignment
- Scenario-based agent training
Phase 3 — Go Live & Optimization
- Soft launch with QA monitoring
- Real-time feedback loops
- Workflow and macro optimization
- Performance tracking and reporting
Ticket responses via Gorgias, Zendesk, and similar platforms. Fast resolution of WISMO (“Where is my order”), refund requests, exchanges, and cancellations, while maintaining the agreed SLA.
Goal: inbox zero and building SOPs to continuously improve email support and identify bottlenecks.
If your customer needs instant support, live chat is essential to respond to your store visitors accurately, especially to answer quick purchase questions, help close sales, and reduce cart abandonment.
If your customer needs instant support, live chat is essential to respond to your store visitors accurately, especially to answer quick purchase questions, help close sales, and reduce cart abandonment.
Most US-based store owners invest heavily in their social media presence, whether organically, through ads, or both.
We handle Instagram DMs, public comments, and interactions on TikTok or Facebook.
Wherever your customers interact with your store on social media, coverage is provided.
A high-volume Shopify store has a large order flow, and having agents checking order status, resolving delays, and communicating with the logistics team is essential for support that has an immediate impact on sales and customer retention.
US regulations such as those from the FTC, as well as state-specific rules, must be aligned with support, along with your store’s policies on refunds, returns, and chargebacks.
That’s why we train our agents to fully understand your store policies and ensure they are followed while managing exchanges, disputes, and refund processes.
To prevent your ticketing system from becoming chaotic, the team is trained to organize all tickets in a way that makes support management more efficient.
This allows you to scale without creating more disorder.
To ensure your Shopify store always has support coverage, we provide not only agents but also backup agents. If extra support is needed for specific dates, we can scale the team and quickly replace any agent who becomes unavailable.
We offer 24/7 teams and customized operations that fit your preferred support schedule.
This goes beyond simply resolving tickets. We identify delayed orders and proactively reach out to customers, as well as provide post-purchase follow-ups depending on the product.
This results in fewer tickets and higher customer retention.
US companies benefit greatly from outsourcing to Brazil. One of the reasons is proximity and cultural alignment, and many of our agents are trilingual, which is ideal for some stores.
The main benefit of offshoring is cost savings. Hiring in-house can be extremely expensive, while outsourcing to another country can generate savings of up to 50% on customer support.
Our internal training already prepares agents for your store and the tools you use, whether Gorgias, Zendesk, Freshdesk, etc.
or e-mail us at: shopify@brazildesk.com