How We Built a 30-Person Global Support Team in 6 Months (Without Agency Fees)

The Client Brief

Our client needed to stand up a customer‑centric support and player operations team almost overnight. With plans to expand across Europe, LATAM and the Philippines, the company required dozens of frontline and specialist hires from Customer Support Agents, Player Operations Specialists, RTA agents and QA roles, all within a six‑month window. The challenge was to scale fast without sacrificing quality or transparency.

The Delivery

During a six‑month sprint, Bullfinch embedded its recruiters inside the business and delivered support roles in bursts rather than a slow drip. Highlights include:

• • Rapid ramp‑up: Over 30 customer operations hires were onboarded, with a foundation month that saw more than ten hires and later weeks delivering multiple hires per day.
• • Multi‑regional reach: New hires spanned Europe, LATAM and the Philippines
• • Layered capability: Recruiting didn’t stop at front-line agents; Bullfinch also placed a Customer Support Manager, QA Manager and RTA leads and Trainers to ensure quality and continuous improvement.

Let’s Talk Numbers

• • 30+ hires in six months: That’s about five customer operations hires per month
• • Entry‑level to specialist: Roles ranged from junior through to specialist and managerial positions
• • 45% lower cost: By paying only for recruiter time, Patrianna avoided percentage-based agency fees and kept spend predictable while scaling quickly.

Why It Worked

• • Embedded partnership: Recruiters worked as an extension of the operations team, adjusting priorities daily. Joining meetings, keeping up to date via messaging systems within the client infrastructure.
• • Global reach: A single team delivered roles across multiple regions, avoiding delays caused by multiple suppliers.
• • Continuous improvement: QA and training roles ensured new hires were productive quickly, maintaining quality amid rapid scaling.

Looking Ahead

With a high-performing support and player operations function in place, the client is positioned to turn speed into a competitive advantage. Future initiatives include expanding into additional regions, integrating AI-based support, and replicating this rapid build model across other business units.