About us
Why we exist and how we work
World-class human customer service. We exist because outsourced customer service was due for renewal: no transparency, vague reporting, and no idea where your money goes.
Our secret sauce
"We started Backbone because we were fed up with competitors hiding the truth. No transparency, vague reporting, and unclear invoices. Businesses deserve better: clear insights, honest pricing, and human customer service you can build on. That's why we started Backbone. To set a new standard."
Our standards
Speed, scale, and style
Powered by the engine behind excellence.
Complete transparency
Always have real-time insights into ticket volumes, performance, hours worked, and clear, accurate billing. No surprises, just control.
Human first, AI where it helps
AI resolves routine tickets autonomously. Our experienced agents focus on the complex, sensitive conversations where human judgment makes the difference.
Proven expertise
With 6+ years of experience as Zendesk professionals and e-commerce operators, we've built and scaled Shopify customer service operations for 40+ clients.
The team
More than colleagues
Our team of twenty agents works from Albania, Suriname and the Netherlands, led by our COO Redona. We train together, review every week, and celebrate the wins together too. Your customers feel that culture in every reply.
Each team member brings their own strengths, expertise, and energy. That makes every day a chance to raise the bar.
Backbone
Longtime friends and business partners
Jeffrey and Dylan are longtime friends who turned their deep Zendesk and e-commerce expertise into Backbone Customer Service. They build world-class customer service operations for Shopify brands: expert human agents for the conversations that matter most, AI for speed and scale. Focused on transparency, efficiency, and real results.
Mission
At Backbone Customer Service, we are more than colleagues. We're a tight-knit team united by one shared mission: deliver the best customer service in the Shopify ecosystem. Genuinely human, with AI where it helps. And we're proud of that.
World-class customer service