Case Study
How Leadsend kept ops lean with remote specialists
LeadSend is an AI-powered lead generation platform that helps businesses automate outbound prospecting, research leads, and send personalized outreach at scale
The Challenge
As a fast-growing startup, Leadsend needed to scale its customer support, onboarding, and client coordination without weakening margins. Hiring local customer support and onboarding specialists was cost-intensive and operationally inefficient, especially given the startup’s tight budget and need for rapid responsiveness across client accounts.
Role Requirements
Roles we helped Leadsend hire:
Customer Support Specialists: Fluent English communication with SaaS support experience in handling inbound queries and technical troubleshooting
Client Coordinators / Onboarding Specialists: Skilled in guiding new clients through setup, onboarding materials, and early success milestones
Comfortable collaborating with remote teams and managing 5–8 clients per rep
Able to work in EST / overlapping US business hours to ensure timely client coordination and support across core market hours
Results
With remote specialists in place, Leadsend built a lean and capable operations function that improved responsiveness, client satisfaction, and onboarding consistency without inflating overhead:
Faster client onboarding: Remote onboarding specialists created repeatable processes, reduced setup time, and ensured new clients were productive within the first week of signing
Reliable support coverage: Customer support reps maintained consistent response times and handled support workflows for 8–10 clients per rep
Seamless time-zone alignment: Hiring in overlapping EST hours allowed specialists to provide real-time support during key business periods
Clear accountability & quality: Established daily check-ins and standardized SOPs ensured output quality and operational alignment with Leadsend’s internal team
SaaS
Placed with 15 days
New York
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