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