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Freelancer Vanish. We Don't.
While your freelancer works from god-knows-where, our agents sit in an office, supervised in person by a manager, every day. 8 hours a day, 7 days a week. Someone's out? Someone else steps in.
No gaps. No excuses.
No gaps. No excuses.
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About us
An
in-house
support
team
dedicated
to
being
present
and
accountable,
every single day in person.
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6,000
+
Tickets closed monthly. Per agent. While your freelancer was still figuring out your refund policy.
Commitment to Measurable Quality
95
% +
This isn't a hope. It's the CSAT bar every agent has to clear, tracked daily, enforced in person, no excuses.
Dispute Resolution Goal
90
%
While freelancers ignore disputes until it's too late, our target win rate runs on documented process, not crossed fingers.
Countries
20
+
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Expertise
Where in-house agents meet in-your-face accountability
We don't just answer tickets from some unknown location. We build a support system, with reporting, ownership, and a manager watching every metric, in person, every day.
Revenue Protected
$
18,605
/ $25,000
Chargeback won
April 14, 2026
$5,456
Chargeback won
May 14, 2026
$8,186
Chargeback won
Jun 14, 2026
$8,963
Performance
In the past 90 days
96
%
CSAT Score
Response Time & Efficiency
Faster first response, fewer bottlenecks. Every workflow built to reduce ticket backlog, not just clear the inbox.
Average Response Time, Year Over Year
2020
2021
2022
2023
2024
2025
2026
Oversight
that
Combines
Performance
Reporting
And
Real Accountability
Manager-Led Reporting
Every KPI - CSAT, resolution rate, refund % - tracked and reported by a dedicated manager, not buried in a dashboard you never open.
SOP Coverage
Since onboarding
80
%
LIVE
Process coverage
+356 processes documented
Smart.
Simple.
Strategic.
SOP's Built to Scale
We document every process from day one, so growing your team never means starting over.
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Trustpilot
+0.4
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Paypal
-30%
escalated
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Inbox Health
98% answered <2h
Reputation Protection
We track sentiment across every channel. Trustpilot, reviews, disputes, so small issues never become public ones.
Pricing
One In-House Team. Full Ownership. No Surprises.
Every plan includes agents trained and supervised face-to-face in our own office, not freelancers scattered across time zones. Plus a dedicated manager, guaranteed backup, and full performance reporting.
LAUNCH PLAN
Your dedicated support agent. Under $5/hour.
Fully managed support, so you can focus on growing your store.
Fully managed support, so you can focus on growing your store.
$1,000
/month
Inbox volume up to 250 emails per day
1 dedicated agent in house
Manager included
Coverage 8h/day, 7 days/week
Reports, insights & quality oversight
Guaranteed backup. Zero days uncovered.
Recurring executive reports
Per-agent productivity tracking
Live operations dashboard
Full SOP documentation from day one
GROWTH Plan
Double the support. Under $4/hour per agent.
Two dedicated agents to handle a busier inbox as your store grows.
Two dedicated agents to handle a busier inbox as your store grows.
$1,900
/month
Inbox volume up to 500 emails per day
2 dedicated agent in house
Manager included
Self-service customer portal
Coverage 8h/day, 7 days/week
Reports, insights & quality oversight
Guaranteed backup. Zero days uncovered.
Recurring executive reports
Per-agent productivity tracking
Live operations dashboard
Full SOP documentation from day one
SCALE Plan
Bigger store. Bigger team. Under $5/hour per agent.
Three dedicated agents. Management included. Your support, handled.
Three dedicated agents. Management included. Your support, handled.
$3,500
/month
Inbox volume up to 1500 emails per day
3 dedicated agent in house
Manager included
Self-service customer portal
Coverage 8h/day, 7 days/week
Reports, insights & quality oversight
Guaranteed backup. Zero days uncovered.
Recurring executive reports
Per-agent productivity tracking
Live operations dashboard
Full SOP documentation from day one
Not sure which plan is right for your store?
We’ll review your ticket volume during the audit call and recommend the right team size for your needs.
We’ll review your ticket volume during the audit call and recommend the right team size for your needs.
Testimonials
What they say about us?
Here’s what they shared about their experience working with our team.
"Our biggest concern with outsourcing customer service was a drop in SLA. To our surprise, Dropscale raised the bar.”
Rodrigo, Director of CX at Veloce
"Before Dropscale, all our support knowledge was trapped in the heads of just two people. Their SOP documentation process was surgical: they turned complex refund and exchange rules into clear, actionable manuals."
Beatriz Alencar, Head of Operations at Aura Estilo
"After integrating Dropscale's agents and dedicated management, our satisfaction score climbed to 98.2% and stayed consistent even during Black Friday.."
Thiago Fontana, CEO at NextGen Tech
With Dropscale’s centralized process structure, we added new agents for our holiday support almost instantly."
Camila, VP of Customer Service at Global Ship
Blog and articles
Latest insights and trends
Whether you’re optimizing today or building for tomorrow we help you move faster with confidence.
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Founded by dropshippers, for dropshippers.
We've lived every excuse a freelancer ever gave you.
Ghosted mid-launch. Disputes ignored. Burnout with no backup. We ran into every one of those problems ourselves, then built an in-house team so no store has to go through it again.