For teams where support mistakes cost money

Support operations, done properly.

01We audit it 02We build it 03We run it

Your customers get answers in minutes. Your team gets their week back. Run by founders who managed 100+ agent teams, 20,000+ monthly tickets, and the compliance work other agencies won't touch.

Start with a free audit See how it works

One week · fix list you keep · no lock-in

Before With Cove

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Founders’ combined track record

0
agents led across teams
0
tickets handled monthly
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annual savings delivered
0
global operations run

We work inside your helpdesk

The problem

Hiring more agents just scales the chaos.

The queue grows faster than the team. The system is what's broken. Systems are fixable.

We've fixed this before. From the inside.

P1

Same questions, every day

Senior people spend their days answering questions a knowledge base should have deflected weeks ago.

P2

Escalations hit engineering

Every unclear ticket becomes an interruption, and your roadmap quietly pays for it.

P3

Compliance work has no owner

Chargebacks, disputes, and KYC sit in a shared inbox because nobody is trained to touch them safely.

P4

Headcount ≠ capacity

More agents on a broken system means more chaos, more QA misses, and a bigger bill.

How it works

One path. Three steps. Stop anywhere.

Every engagement starts with the free audit. We only go further once the value is proven.

Audit Week 1 · Free

We find what's broken.

We tear down your helpdesk, macros, knowledge base, and ticket data, then hand you a prioritized fix list. Yours to keep whether or not we go further.

  • Full helpdesk & KB teardown
  • Ticket-data analysis
  • Prioritized fix list, yours to keep
  • Quick wins you can ship that week
Build Weeks 2–5 · Setup sprint

We build the machine.

Knowledge base, SOPs, macros, escalation flows, and training documentation: the operating system your support team runs on for years.

  • Internal + customer-facing KB
  • SOPs, macros & escalation flows
  • Agent training documentation
  • Deflection & QA framework
Run Ongoing · Managed support

We run the queue.

Our trained agents work under defined SLAs with QA, coaching, and backup coverage built in. A support department, without managing one.

  • Trained agents under your brand
  • Defined SLAs with QA scoring
  • Coaching & backup coverage
  • Weekly ops reporting
Add-on at any step

Trust & Safety Ops

Chargeback and dispute handling, fraud pattern detection, KYC review. Handled by people who did this daily in financial services, not script-readers.

Stop at any step. Everything we build is yours. No lock-in, no minimum term.

Founders’ track record

Results from inside the machine.

Before Cove CX, our founders ran support and compliance operations inside fintech and enterprise platforms. These numbers are from that work.

Enterprise SaaS · Optimization
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annual savings delivered

L1 resolution rate97.1%
Ticket volume−80%

119 agents · 23k tickets/mo

FinTech · Transformation
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SLA compliance, up from 68%

Ticket deflection51%

22 agents · 10k+ tickets/mo

Global financial
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faster average resolution time

Scale · 24/7
12×

user base scaled, 1,000 to 12,000, with 72% fewer engineering escalations

Compliance · Dispute operations
Process, not heroics.
  • KYC review pipelines
  • Chargeback & dispute handling
  • Fraud pattern detection

Company names withheld. Methods happily explained on a call.

How we're different

Operators, not resellers.

Most agencies
Cove CX
The model
Sell you seats
Build the system first, then staff it
The people
Anonymous outsourced agents
Operators who ran 100+ agent teams
Compliance
Won't touch it
KYC, chargebacks & fraud included
Commitment
Quarterly contracts up front
Free one-week audit, scale when proven
What you keep
Playbooks leave with them
Docs, SOPs & KB are yours forever
01 Audit02 Build03 Run

Ready to see what's broken in your support?

The audit takes one week, costs nothing, and the fix list is yours either way.

Book your free audit or email support@covecx.com