Lightyear.ai + SupportZebra
Nearshore LATAM & EMEA Coverage for Resilient, Scalable Customer Operations
A strategic partnership delivering geographic diversity, cost efficiency, and operational excellence for enterprise-level customer support.
Why LATAM & EMEA Coverage Now
Business Continuity
Eliminate single-geography risk exposure from storms, power outages, or natural disasters that could disrupt customer operations.
Time Zone Coverage
Create seamless operational overlap with both North American and European business hours, ensuring 24/7 support availability.
Scalable Redundancy
Maintain uninterrupted customer support operations even during regional disruptions with distributed team capabilities.
In today's unpredictable global environment, geographic diversification isn't just a nice-to-have—it's a critical business strategy for maintaining operational resilience.
Business Continuity Without Compromise
Our Mexico & LATAM Advantage
Guadalajara, Mexico: Located in a virtually storm-free region with highly stable infrastructure and utilities
Exceptional Reliability: Maximum outage of only 2 hours in the past 5 years—99.95% uptime
Security Compliant: PCI-DSS & SOC 2 Type 2 certified facilities for handling sensitive customer data
Redundant Systems: Multiple ISPs, backup generators, private transportation, and designated evacuation centers
Guadalajara's Tech Hub: A stable, growing center for customer operations excellence
Transparent, Flexible Pricing
$15
FTE Hourly Rate
Consistent pricing across both LATAM and EMEA operations
$500
One-Time Onboarding
Per FTE, covering comprehensive training and setup
Flex Staffing Model
Scale your team intra-day or intra-week to meet demand spikes without maintaining excess capacity during slower periods
Employment Flexibility
Rapidly ramp up or down with minimal lead time, allowing your support operations to adapt to changing business needs
Our cost structure is designed to align with your business objectives—providing predictability while maintaining the flexibility to scale as needed.
From Day 1 to Peak Performance
Production Training
Comprehensive product knowledge, platform expertise, and communication skills development tailored to your brand voice
Leadership & Development
Ongoing coaching, leadership training, and quality oversight to ensure consistent performance improvement
Nesting Phase
Structured transition to handling live customer interactions with close supervision before full production independence
Quality Assurance
Pre-Probation: Flexible termination for non-performers
Post-Probation: Structured performance improvement plans
Custom Materials
Professional instructional design, detailed facilitator guides, and content specifically created for your products and customers
Your CX Strategy & Innovation Partner
We deliver more than traditional BPO services—we're your strategic partner in customer experience excellence.
Tech Stack Optimization: Zendesk implementation, RPA solutions, and AI-powered automation to enhance efficiency
Workflow Consulting: Expert guidance on staffing models and operational processes based on proven methodologies
Enterprise Experience: Proven success supporting Fortune 500 and high-growth tech companies
Global Strategy: Long-term planning for multi-region coverage as your business expands
Alignment with Lightyear.ai's Key Criteria
Our partnership is specifically designed to meet your requirements for scalable, resilient customer support operations.
Cost Efficiency
Competitive $15/hour rate across LATAM & EMEA operations—significant savings compared to domestic staffing
Geographic Diversity
Established Mexico hub with growing EMEA presence, providing true multi-region redundancy
Training Resources
Comprehensive onboarding, continuous coaching programs, and robust quality assurance frameworks
Employment Flexibility
Agile staffing model with rapid scaling capabilities and flexible scheduling options
Let's Move Forward
Immediate Next Steps
1
Share Lightyear.ai's Scorecard
Confirm alignment on key performance metrics and operational expectations
2
Schedule Deep Dive Session
Detailed walkthrough of training methodologies, resource allocation, and employment flexibility options
3
Target Decision Date
End of quarter implementation kickoff to ensure seamless integration

We're ready to be your LATAM & EMEA partner for resilient, scalable support operations that grow with your business.