ShipBob needed a reliable Ecommerce customer support team to handle growing ticket volume without the cost of building one in-house. That’s where BolsterBiz came in.
support agents
partnership
first response time
bandwidth for the in-house team
ShipBob is a 3PL company. It handles fulfillment for e-commerce brands — warehousing, packing, shipping, all the behind-the-scenes stuff that keeps online stores running. They started in 2014, raised funding to expand into more cities, and grew fast.
But fast growth brings its own overheads. More clients meant more support tickets. And ShipBob’s product was still being refined, so customers had questions — especially as Q4 approached, the peak season for most e-commerce businesses.
ShipBob needed people who could handle the volume without the cost of building an in-house team from scratch. That’s where BolsterBiz came in.
Client
ShipBob
Industry
E-commerce fulfillment / logistics technology
Founded
2014
Headquarters
United States
What they do
Warehousing, inventory management, packaging, and shipping for online brands
Tools used
Zendesk, Jira, Asana
ShipBob was growing fast, and their support setup hadn’t quite caught up. Here are the issues they were facing.
They needed the right people on board quickly, and finding them takes time most growing companies don't have.
More clients meant more questions, more issues, more everything coming through support.
Peak season for e-commerce meant ticket volume was about to jump even more, and they needed to be ready before it hit.
Scaling fast is one thing; scaling fast without burning through budget is another.
We built a dedicated support team for ShipBob from scratch and scaled it to over 20 representatives. The team worked in Zendesk for tickets, Jira for issue tracking, and Asana for project management, so nothing slipped through the cracks.
Coverage didn’t stop at 9 to 5 either. The team worked weekends and put in extra hours during busy stretches, which meant tickets were handled rather than sitting in a queue.
Along the way, agents started specializing in specific types of queries. Turns out when someone gets really good at handling one type of issue, they solve it faster — and customers notice.
Browse the first two pages free. The full case study walks through how BolsterBiz built and scaled ShipBob’s support team beyond 20 people.
The full case study covers how the team scaled beyond 20 people, how weekend and overtime coverage was structured, and which specific changes reduced response and resolution times.
