Embedded teams, measurable outcomes

The challenge

Ahead of a major payments feature launch, the company expected support volume to climb sharply across chat and email. Their small internal team was already stretched, and engineers were being pulled into frontline tickets to keep up. Hiring a full support team in time was not realistic, and rushed hires risked poor quality during the most visible moment in the company's year.

They needed a team that could learn a regulated, detail heavy product quickly, hold quality under pressure, and be in place within weeks.

What Airsense did

• Built a dedicated team of eight agents trained on the product, common payment issues and the company's escalation rules.
• Ran a structured onboarding that included shadowing the internal team and building a shared knowledge base for fast, consistent answers.
• Set clear service levels for first response and resolution, with weekly reporting on response time, resolution rate and CSAT.
• Established a tight escalation path so complex payment disputes reached the right internal owner without bouncing between people.

The outcome

The launch went ahead with support fully covered. First response times fell sharply, the engineering team returned to product work, and customers moved through the new feature with fewer abandoned checkouts. Because the cost was a flat monthly fee, finance could plan the whole quarter with no billing surprises.

The challenge

Growth was good news, but it came with a rising tide of policy violations, scam listings and abusive messages. Reviews were slow, harmful content sometimes stayed live too long, and the founders worried that a single high profile incident could damage the trust they had worked hard to build. They needed round the clock review coverage and consistent judgement, not a patchwork of part time moderation.

What Airsense did

• Set up a dedicated trust and safety team with 24/7 coverage across time zones, so nothing waited overnight for review.
• Translated the marketplace's policies into clear, worked examples so reviewers applied them consistently and fairly.
• Built a triage flow that prioritised the highest risk reports, with a fast lane for fraud and safety threats.
• Reported weekly on review times, action rates and the categories of abuse being caught, so the product team could fix root causes.

The outcome

Review times dropped from hours to minutes for high priority reports, and harmful content spent far less time visible to users. Fraud attempts were caught earlier, disputes fell, and the product team used the reporting to tighten the rules that mattered most. Trust held steady even as the user base kept growing.

The challenge

A growing European SaaS company had built an active presence across LinkedIn, Instagram and X, but its internal team was struggling to keep up with the daily operational workload.

Content approvals were becoming inconsistent. Comments and direct messages were taking too long to receive responses, while community conversations were not being monitored consistently.

The company needed additional capacity without building and managing a full in house social media and community team.

What Airsense did

Airsense deployed a dedicated Growth & Community Operations team to work as an extension of the client's internal marketing function. The team took responsibility for:

• Social media scheduling and publishing
• Content calendar administration
• Content repurposing
• Comment and DM management
• Community engagement
• Social listening
• Brand mention monitoring
• Content administration
• Community moderation
• Monthly performance reporting
• Escalation of sensitive customer and brand issues

Airsense also established clear workflows for content approvals, community responses and escalation management.

The outcome

After six months of outsourced social media and community management:

• 100% of approved content published according to schedule.
• 96% response and coverage rate across assigned community interactions.
• 24 min average response time during agreed service hours.
• 94% quality and brand compliance score.
• 32% increase in meaningful social engagement compared with the initial baseline.

Why it worked

The success was not based on simply adding more people. Airsense built a structured operating model around the client's existing processes. Clear responsibilities, documented workflows, brand guidelines, quality assurance and measurable service levels gave the client the benefits of an outsourced social media team while maintaining internal visibility and control.

The challenge

A rapidly growing African e-commerce company was experiencing increasing operational pressure as its customer and order volumes grew.

Internal employees were spending significant amounts of time on repetitive administrative tasks including order processing, data entry, documentation, refunds, database updates and reporting.

The company needed additional operational capacity without continuously expanding its internal headcount.

What Airsense did

• Back Office Administration: Order processing, refunds, returns, invoicing and request management.
• Data & Records Management: Data entry, validation, database updates, customer account management and document management.
• Reporting & Workflow Support: Spreadsheet management, reporting, internal workflow administration and recurring operational tasks.
• Process & Quality Management: Airsense documented workflows, established SOPs and trained the dedicated team on the client's systems and quality standards.

The outcome

What was recorded in 9 months was:

• 98% processing accuracy across assigned operational workflows.
• 95% of requests completed within agreed SLAs, keeping routine processes on track.
• 41% reduction in operational backlog, improving workflow efficiency and turnaround times.
• 30+ hours of internal capacity recovered weekly, allowing the client's team to focus on higher value responsibilities while Airsense managed day to day operations.

The challenge

A wave of inbound demand was a good problem to have, but leads were slipping through the cracks. Response times to new enquiries were slow, no one was qualifying prospects before they reached the founders, and existing customers were not getting the proactive attention that keeps them renewing. The founders were doing sales, success and support all at once, and none of it well.

What Airsense did

• Built a dedicated revenue team that responded to every new lead quickly and qualified them against a clear scoring model.
• Passed only sales ready prospects to the founders, with the context already gathered, so demos were spent selling rather than discovering.
• Took on customer success outreach, checking in with existing accounts, surfacing risks early and flagging expansion opportunities.
• Kept the CRM clean and current, so the founders always had an accurate view of the pipeline.

The outcome

New leads were answered in minutes rather than days, qualified opportunities reached the founders with full context, and existing customers felt looked after. The pipeline became something the team could actually see and trust, and the founders went back to spending their time where it counted most.

The challenge

A growing verification backlog was slowing down the customer experience.

As the lending platform grew, so did the volume of customers requiring account and identity verification.

The internal team was managing customer enquiries while simultaneously reviewing verification requests, following up on incomplete submissions and escalating cases that required additional attention. This created a growing backlog.

Customers were waiting longer for verification decisions, support tickets were increasing and internal teams were spending valuable time handling repetitive operational requests instead of more complex customer issues.

The lending app needed additional operational capacity without compromising its verification standards or customer experience.

What Airsense did and implementation

• A dedicated customer operations team to clear the backlog. Airsense deployed a trained customer support and operations team to work alongside the client's internal team. The team reviewed verification cases against approved procedures, identified incomplete submissions and followed up with customers to obtain the required information. They also handled verification related enquiries, updated customer records, categorised and routed cases, managed support tickets and monitored unresolved requests. Where cases required specialist attention, the Airsense team escalated them to the client's internal compliance team while maintaining accurate case documentation throughout the process. The client retained full ownership of its verification policies, risk decisions and compliance requirements, while Airsense focused on the operational execution and day to day management of the verification workload.
• We began by analysing the existing verification queue to understand the volume, case types and primary causes of delays. Straightforward cases were separated from cases requiring specialist review, allowing the team to prioritise the workload effectively.
• The Airsense team was trained on the client's approved verification procedures, customer communication standards, escalation rules and documentation requirements. This ensured that every case was handled consistently and in line with the client's established processes.
• Daily operational monitoring provided visibility into case volumes, response times, unresolved requests and emerging bottlenecks. This allowed the team to identify recurring customer issues, adjust workflows and continuously improve the verification process.

The outcome