About

Who We Are

Support Services Group began in 1998 with a simple mission – to deliver extraordinary customer care for brands that prioritize customer satisfaction and loyalty. SSG offers tailored, Omni-Channel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, Membership services, travel, and more.

What Sets Us Apart

Support Services Group customizes our programs to the EXACT requirements and needs of each client. Each client is unique, so no two programs are the same. One program may place a premium on empathy while another may require tech-savvy agents who are at ease troubleshooting difficult problems. Both programs want the same outcome – first interaction resolution with high customer satisfaction, but the customer journey is markedly different.

Customer Care

SSG aims to earn customers for life, so we go to great lengths to recruit, train, and retain top talent. We also provide dedicated program management and hands-on, executive-level client support to our partners. Add it all up, and SSG is a true extension of the brands we serve.

What sets Support Services Group apart from the rest of the industry?

Global Footprint, Local Mindset

• Global presence in 10 countries including 20+ site locations across the United States, Canada, Latin America, Europe, and Asia, as well as an expansive network of global work from home hubs
• Leadership at each site is directly involved in client programs
• The Senior Leadership Team is readily accessible to clients
• The “Support Services Group Family” is strong. Our employees are motivated, happy, love what they do… and it shows! We have long-tenured employees – over triple the industry average for employee tenure. Culture is the lifeblood of Support Services Group around the globe

Bold Vision

• Financial stability means we can meet the technology and expansion needs of our clients no matter how bold the ask
• Much of our expansion has been at client request
• We transitioned to work-from-home in weeks after Covid-19 struck
• We anticipate the needs of our clients and innovate rapidly
• SSG’s AI technology reduces total cost of ownership for our clients

Operations

• We are obsessed with Continuous Improvement
• We forge sustainable, long-term client partnerships based on collaboration, customization, and quality
• Recruitment, Training, Quality and Operations collaborate to improve the customer journey and build brand loyalty for our clients. It is so much easier when an agent is knowledgeable, empathetic, and empowered

Technology

• Flexible, customizable technology platform that enables rapid scalability
• Open architecture, so we can adopt and integrate your business technology and processes leveraging your existing infrastructure investments
• Workforce management that is always a step ahead, nimble, and proactive, driving higher productivity and customer satisfaction

Still have a question? Browse documentation or submit a ticket