Available for hire
Support Rep.
A virtual employee for your support load. Works your inbox, ticket queue, and live chat, answers the routine questions, resolves what it can, and routes anything that needs judgment to a named human with clean notes.
What it does
A Crystal support rep, day to day.
- Works your support inbox, ticket queue, and live chat — overnight, weekends, holidays.
- Answers routine questions using your knowledge base, product docs, and past resolved tickets.
- Handles order status, account questions, common how-tos, and FAQ-shaped inquiries on its own.
- Routes judgment calls — refunds, complaints, escalations — to a named human with context.
- Logs every action and tool call. Fully auditable.
- Every correction sticks — the same question doesn't stump it twice.
What it doesn't do.
Anything that should take judgment, empathy, or policy discretion. Refunds, complaint resolution, account suspensions, any customer-affecting decision — those route to a human you name at setup. The worker handles volume; humans handle judgment.
Anything customer-facing before you're ready. Most deployments start internal-only or draft-for-review, with you approving the first wave of replies, until you're confident letting the worker send on its own.
Typical fit
- Small-to-mid business with a growing support load
- Support inbox or ticket queue backed up regularly
- Founder or ops lead covering tickets between real work
- 20%+ of volume is repeat "how do I" or "where's my" questions
- Peak-hour or overnight coverage gaps
Example ticket
What a real support ticket looks like.
Realistic pattern. Names fictional — your worker is trained on your product, policies, and escalation rules.
Where's my order?
Hey, I ordered three pairs of pants last Thursday and the tracking hasn't moved in two days. What's going on?
Hey Jordan — let me take a look. Order #8492 shipped Thursday night and is with FedEx. Tracking shows it's been sitting at their regional hub in Memphis since Friday because of weather delays there.
Most packages clear that hub in 24–48 hours. I've set up a status watch and I'll email you as soon as it moves. If it hasn't moved by Wednesday, I'll flag it to the team and we can talk about a replacement or a refund.
Okay, that works. Thanks for digging in.
Anytime. You'll hear from me the moment it moves.
Works with
Your existing stack.
| Helpdesk / Ticketing | Zendesk · Freshdesk · Intercom · Help Scout · Front |
|---|---|
| Gmail · Outlook · shared inbox tools | |
| Live chat | Intercom · Drift · Crisp · Tidio |
| CRM | HubSpot · Salesforce · Pipedrive |
Don't see yours? Tell us on the working session. We'll build the connector or tell you it's not a fit.
The math
What it costs.
| Market salary (loaded) | ~$50,000 / yr |
|---|---|
| Crystal support rep | ~$2,000 / mo |
| Coverage | 24 / 7 (overnights & weekends) |
| Setup time | 3–5 business days |
| Free trial | 28 days, no card |
One monthly number. Worker, build-out, training, integrations, corrections, maintenance, updates, and AI usage all included.
Questions we get
Real questions, honest answers.
What percentage of tickets does it close on its own?
Depends on the scope you define at setup. A narrow scope (FAQs, order status, account questions, common how-tos) closes 70–85% unassisted. Anything outside that scope routes to a named human with full context and suggested next steps.
What about refunds, escalations, and complaints?
Judgment calls route to a human immediately. The worker doesn't issue refunds, resolve complaints, or make customer-affecting decisions without you being able to reverse them. Kill switch is on every deployment. We set routing rules together at setup.
Can it work across email, tickets, and chat at the same time?
Yes. Same worker, same knowledge base, all your channels. If a customer starts in chat and follows up over email, the worker picks up the thread. One worker, one brain — not three disconnected bots.
Hiring for support?
Book a 15-minute working session. We'll walk through your current inbox or queue and show you what one of ours would do with it.
Book a working session