For US Shopify Plus DTC Brands · Customer Support Outsourcing

If you run a US Shopify Plus brand, your ticket queue is the brand experience.

Nearshore DTC customer support at $13 to $19 per agent hour all-in. Gorgias, Klaviyo, Recharge, Loop Returns, Aftership native. Brand-voice training overlay. 5-seat pilot, 7 to 10 day ramp. Surge configurations for BFCM and holiday peak.

$13 to $19/hr CFG nearshore Shopify Plus CX $25 to $42/hr US-onshore DTC CX fully loaded 50 to 65% cost reduction per seat
Get my 24-hour quote or see the full customer support pillar

Three DTC CX problems we solve

What Shopify Plus brand operators tell us at the discovery call.

01

"BFCM and holiday peak break our CX SLA"

Steady-state ticket volume goes 3x to 5x in the BFCM and holiday window. In-house teams break SLA, response time slips from sub-1-hour to 12+ hours, refund rate spikes from CSAT damage. CFG runs surge configurations: existing 5 to 15-seat program scales to 30 to 80 agents on 2-shift starting 4 weeks before peak. AI QA stays at 100 percent of tickets even at surge volume.

02

"Offshore CX broke our brand voice"

DTC brand voice differs from generic call center customer service. Offshore vendors typically run a generic CX playbook that erases the brand-personality layer. Refund rate goes up because customers feel like they're talking to a script. CFG runs a 3-day brand-voice training overlay before agents touch your queue. Your tone, your phrases to avoid, your signature sign-offs, your empathy patterns. AI QA flags any drift in real-time.

03

"Returns and subscriptions need actual judgment"

Returns through Loop or Returnly, subscription edits in Recharge, BNPL disputes through Klarna or Affirm. These workflows need real product knowledge and brand-policy judgment, not script-reading. CFG agents complete product-catalog training, return-policy training, and subscription-policy training before going live. The judgment calls match your in-house standard.

PCI-DSS, data handling, brand-voice rubric

Tokenized payments. Encrypted helpdesk SSO. AI QA on every ticket.

  • PCI-DSS scope minimization: agents process refunds, exchanges, and order edits through Shopify Admin + Stripe + PayPal without seeing full card numbers. Tokenization keeps cardholder data out of agent endpoints.
  • NDA-by-default: every Shopify Plus agent signs a confidentiality agreement covering customer PII, product catalog, brand-voice playbook, pricing, and influencer/affiliate data.
  • Secure helpdesk SSO: agents work inside your existing Gorgias / Zendesk / Help Scout / Re:amaze via dedicated SSO with role-based access. No local downloads. No data export.
  • State privacy compliance: California CPRA, Virginia CDPA, Colorado CPA, Connecticut CTDPA, Utah UCPA baked into the data-handling workflow for customer-base concentrations in those states.
  • Brand-voice rubric in AI QA: your brand-voice playbook loaded into the AI QA rubric. Any drift from tone, signature, or empathy pattern flagged in real-time on the supervisor dashboard.
  • Surge-mode AI QA: standard AI QA covers 100 percent of tickets at steady-state and at surge volume. No sampling, no skip-rate increase during peak season.

Production benchmarks

What a CFG Shopify Plus CX program produces.

$13 to $19
Per agent hour all-in
5 seats
Minimum pilot size
30 to 80+
BFCM surge ceiling
20 to 35
Tickets resolved per agent per hour
85 to 92%
FCR rate at steady state
4.6/5
CSAT average
7 to 10 days
Standard pilot ramp
20%
90-day attrition (below DTC CX avg)

Delivery footprint

Where we staff your Shopify Plus CX program.

CFG delivers US Shopify Plus DTC customer support from four nearshore locations. Jamaica EST year-round for East Coast and multi-state US DTC brands with English-only customer bases. Trinidad AST for brands with material chargeback exposure or subscription billing complexity where the Trinidad bench's finance-back-office literacy speeds up Stripe dispute response and RMA accounting. Colombia bilingual for DTC brands targeting US Hispanic customer bases (Texas, Florida, California, Arizona, NY metro) where Spanish-language CX is a CSAT and refund-rate lever. Belize CST for DTC brands HQ in Texas, Chicago, Minneapolis where Central Time alignment matters.

Related programs

Same operations stack, different DTC buyer or scope.

Other DTC and CX programs

Delivery country options

Every CFG Shopify Plus CX pilot ships connected to the CFG client portal: live ticket queue, brand-voice AI QA on every resolution, supervisor dashboards visible to your Head of CX, and a 24-hour replacement coverage SLA.

Get a 24-hour quote on a Shopify Plus CX pilot.

$13 to $19 per agent hour all-in. 5-seat minimum pilot. Gorgias, Klaviyo, Recharge native. 7 to 10 day ramp. Brand-voice training overlay. BFCM surge configurations available.

Get my 24-hour quote