Our recommendation
Why we recommend Tajay.
Strong recommend for any client whose support runs through written channels. The combination is unusual: someone who has both worked the queue remotely for years and sat on the quality side deciding what good looks like.
That makes him a candidate who can be dropped into an existing team, or used as a first support hire who can set the standard and train whoever comes next. Best suited to email, chat and ticketing rather than a phone-first seat, since that is where nearly all his recent depth sits. One point to raise at interview: his GigCx contract work is undated on his resume.
Tajay’s day against yours
Your hours, in Tajay’s time.
Tajay is based in Jamaica. Pick your time zone to see your working day, 8 AM to 6 PM, on their clock.
Lit squares are working hours. Grey squares are night on that clock.
The assessment
English and writing
His last two years were spent auditing other people's writing. As a Quality and Process Improvement Analyst at Sagility he reviewed 44 agents a week against compliance and service standards, which means his own written judgement was the benchmark others were measured against. That followed three years handling email and chat for Carnival Cruise Line, where he was moved onto the chat queue within two months of going live because he was fast and accurate enough to hold several written conversations at once. Booking, billing and policy explanations leave no room for a vague sentence, and he wrote those daily for a US customer base. A client outsourcing their inbox or chat widget is the ideal fit here.
Remote readiness
He has effectively never worked a support role that depended on an office. Three years for Carnival came through the Arise Platform, which vets and certifies its agents before they touch production, and his AutoCAN and Pizza Hut contracts ran through GigCx on the same model. That is years of being paid on output rather than attendance. He also completed an associate degree and then a bachelor's in Management Information Systems between 2021 and 2024, while working, which is a reasonable proxy for how he handles unsupervised time. His toolkit is standard SaaS support rather than legacy call centre kit: Zendesk, HubSpot, Salesforce, RingCentral, Google Workspace.
Cultural fit
Two things stand out. First, he ran global calibration sessions with teams in the United States, Manila and Colombia, meaning he is used to defending a judgement call in a room where four countries score the same interaction differently and everyone has to land on one answer. Second, his job was telling adults their work was not good enough and having them take it well. Coaching sessions and corrective action plans only work if the person delivering them is measured rather than blunt. Before all that he spent two and a half years on the frontline at Sagility exceeding satisfaction and first contact resolution targets, and helping onboard new hires, so the coaching comes from having done the job.
English and writing
His last two years were spent auditing other people's writing. As a Quality and Process Improvement Analyst at Sagility he reviewed 44 agents a week against compliance and service standards, which means his own written judgement was the benchmark others were measured against. That followed three years handling email and chat for Carnival Cruise Line, where he was moved onto the chat queue within two months of going live because he was fast and accurate enough to hold several written conversations at once. Booking, billing and policy explanations leave no room for a vague sentence, and he wrote those daily for a US customer base. A client outsourcing their inbox or chat widget is the ideal fit here.
Remote readiness
He has effectively never worked a support role that depended on an office. Three years for Carnival came through the Arise Platform, which vets and certifies its agents before they touch production, and his AutoCAN and Pizza Hut contracts ran through GigCx on the same model. That is years of being paid on output rather than attendance. He also completed an associate degree and then a bachelor's in Management Information Systems between 2021 and 2024, while working, which is a reasonable proxy for how he handles unsupervised time. His toolkit is standard SaaS support rather than legacy call centre kit: Zendesk, HubSpot, Salesforce, RingCentral, Google Workspace.
Cultural fit
Two things stand out. First, he ran global calibration sessions with teams in the United States, Manila and Colombia, meaning he is used to defending a judgement call in a room where four countries score the same interaction differently and everyone has to land on one answer. Second, his job was telling adults their work was not good enough and having them take it well. Coaching sessions and corrective action plans only work if the person delivering them is measured rather than blunt. Before all that he spent two and a half years on the frontline at Sagility exceeding satisfaction and first contact resolution targets, and helping onboard new hires, so the coaching comes from having done the job.
Software they already use
- ZendeskHelp desk
- HubSpotCRM
- SalesforceCRM
- RingCentralBusiness phone
Skills
- Email Support
- Chat Support
- Escalation Management
- Quality Monitoring
- Coaching and Training
- Ticketing and Case Management
- Process Improvement
- Performance Reporting
- First Contact Resolution
- Customer Retention
Résumé
If you hire Tajay
You pay us one flat fee from $1,500, once, and pay Tajay $7–8 an hour directly. Replacements are free for up to a year, depending on the plan.
See the plans