complivexSample RFPCustomer Support BPO
Sample RFP: Customer Support BPO Services for Marine Layer — explore the full buyer workflow with mock vendor responses
Section 1 of 6

Company Background & Requirements

Marine Layer is a DTC apparel brand with $85M in annual revenue and 30 retail locations. We currently process 18,000 support interactions monthly across email (55%), live chat (30%), and phone (15%).

Current Setup: In-house team of 12 agents using Kustomer as our support platform. We need to scale to 25,000+ monthly interactions as we expand e-commerce operations.

Key Requirements:

•Deep familiarity with Kustomer platform
•Experience with fashion/retail customer support
•Native English proficiency required
•Coverage: 7am-11pm EST, 7 days/week

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