Case Study: Huobi scales Chinese-speaking customer support with BruntWork

Huobi scales Chinese support for tens of millions of users with BruntWork

Huobi, a leading global cryptocurrency exchange, faced the challenge of rapidly scaling its Chinese-speaking customer support team to meet the demands of its growing international user base. The company needed to find qualified agents who met strict language proficiency criteria and could effectively service crypto customers, which had been a challenge with other outsourcing vendors. Huobi engaged BruntWork to assist with recruiting, scaling, and managing this large team.

BruntWork implemented a tailored solution by working closely with Huobi's management to administer specialized testing and vetting, ensuring a high candidate success rate. Once hired, BruntWork assisted in developing a 24/7 shift schedule to provide full-time coverage and assigned multiple support resources to ensure performance escalations were quickly addressed, especially during the initial onboarding. This partnership allowed Huobi to successfully scale its support operations to serve its tens of millions of users across more than 100 countries.

Huobi