Built for
- Companies: e-commerce, SaaS, fintech, services
- Functions: support, sales ops, back-office, marketing ops
- Scope: process design · hiring · onboarding · automation · reporting
Program · Operations & AI
Nearshore operations,
automated from day one.
A dedicated team in Tirana for customer support, sales operations, back-office or marketing operations — designed around clear SLAs and powered by AI automation.
- Nearshoring
- Operations
- AI Automation
- SLAs
24/5Coverage across time zones
8–16Weeks to a live team
SLADefined before day one
Who it's for
Fit, objectives
& common hurdles.
For companies in Europe, North America and Australia that need to scale operations cost-effectively, without the quality trade-offs of traditional outsourcing.
Objectives
- Move repeatable work to a dedicated Tirana team
- Automate what should not be done by people
- Define SLAs, QA and reporting up front
- Keep full transparency and control
Hurdles we solve
- Rising operating costs at home
- Undocumented processes
- Bad past experience with outsourcing
Plan & milestones
Sixteen weeks,
four phases.
Process first, people second, automation throughout.
- 01
Process Audit
Map workflows, volumes and bottlenecks; decide what to automate, move or keep.
Weeks 1–3 - 02
Design & SOPs
Team design, SOPs, RACI, SLAs, QA scorecards and the reporting stack.
Weeks 4–6 - 03
Hire, Onboard & Automate
Recruit and train the team in Tirana; ship the first AI and workflow automations.
Weeks 7–12 - 04
Stabilize & Scale
Hit SLAs, weekly reviews, continuous optimization and a plan for the next wave.
Weeks 13–16
What we do
Three workstreams,
one team.
Process & SLA design
Every task documented, measured and owned before anyone is hired.
- SOPs, RACI & SLAs
- QA scorecards
Team in Tirana
Recruiting, onboarding and day-to-day management in our office.
- Role profiles & hiring loop
- Training & shadowing plan
AI & automation
AI assistants and workflow automation that multiply the team's output.
- CRM, ticketing & reporting automations
- AI drafting & triage
What you get
Measurable.
Repeatable.
Fix the process, then automate it, then staff it — never the other way around.”
Efficiency
- Leaner cost base vs. in-house teams
- Fewer manual tasks through automation
- Faster cycle times
Quality
- SLAs and QA scorecards from day one
- Weekly performance reviews
- Clear escalation paths
Control
- Live KPI dashboard
- Documented processes you own
- Flexibility to scale up or down
Ready to start?
Thinking about nearshoring to Tirana?
Share the function and volumes — we'll come back with a team design and timeline.