Ecommerce customer service
Order tracking, returns, refunds, delivery claims and pre-sale chat for Shopify and marketplace brands, across email, chat, social messages and phone.
See ecommerce supportEnglish-speaking customer support teams in Morocco, working London hours
Strait CX recruits, trains and manages dedicated support agents in Tétouan for UK and US companies. Every agent passes a C1 English test and a live roleplay before you meet them, then works inside your helpdesk against an SLA you sign off.
- C1 English or above, tested
- 0 to 1 hour from London all year
- First queue live in about 14 days
Your hours and ours, right now
London09:00
Tétouan09:00
New York04:00
Your office hoursOur shiftsShown in Tétouan time
Tétouan is level with London in summer and one hour ahead in winter. Our US shift covers the Eastern working day.
Our agents work inZendeskGorgiasFreshdeskIntercomHubSpotSalesforceShopifySlackJira
What our teams handle
Start with one queue. Most clients begin with email and chat, then add phone, technical tiers or back-office work once the scorecard is green.
Technical and SaaS support
Tier 1.5 and Tier 2: configuration help, bug reproduction, API and webhook triage, and escalations your engineers can act on the first time.
See technical supportRetention and account care
Cancellation calls, subscription changes, renewals and inbound sales, handled by agents trained to solve the problem first and sell second.
Ask about a retention teamBack office and claims
Order admin, chargeback evidence, carrier claims, catalogue updates and CRM clean-up, measured on accuracy and turnaround time.
See back-office workYour first queue live in about two weeks
We start with one queue and a 30-day pilot, so you judge us on real tickets before you add seats.
- Days 1 to 3
Scope the queue
We map volumes by hour, top contact reasons, macros, tone of voice and the SLA you need.
- Days 4 to 8
Choose your agents
You get two or three tested candidates per seat, with English scores and a recorded call. You interview and decide.
- Days 9 to 14
Train in your tools
Agents learn your product and policies in your own helpdesk, with decision trees for your top 20 contact reasons.
- Days 15 to 45
Run the pilot
The queue goes live with a weekly scorecard on response time, CSAT, quality and backlog. Then scale up, adjust or stop.
What would a team in Tétouan cost you?
Move the slider and enter your own in-house cost. Every figure is worked out in the open, so you can check it.
Where would you otherwise hire the team?
Fully loaded: salary, employer taxes, pension, desk, equipment and management time.
Our starting rate for email and chat. Full rate card on the pricing page.
Estimated saving per year
£98,610
48% less than hiring in-house
- In-house cost per year
- £207,600
- Strait CX per year
- £108,990
- Strait CX per month
- £9,083
Both sides use 173 paid hours per agent per month. The defaults are typical fully loaded costs, so replace them with your own figures.
Get an exact quoteWho answers your customers
We hire for English and judgement, then train for your product. Every agent we put forward has passed five checks, and you see the results before you interview them.
| Check | What it tests | Pass mark |
|---|---|---|
| Application | Shift availability, a 60-second recorded introduction and a written reply to a real customer email | Natural English that follows the brief |
| English test | Speaking, listening, reading and writing, scored automatically | C1 on the CEFR scale or above |
| Typing and tools | Typing speed, plus a timed order lookup across several browser tabs | 45+ words per minute at 97% accuracy |
| Live roleplay | An angry customer waiting on a refund, a ticket spike to prioritise and a written complaint | Calm, accurate and on-brand |
| Your interview | 15 minutes with the final two or three candidates for each seat | Your decision |
Why we built the team in Tétouan
Tétouan is on Morocco's north coast, a short drive from the Strait of Gibraltar. From here, a normal working day covers London, and an evening shift covers New York.
London, 1,820 km. Level with Tétouan in summer, one hour behind in winter. About three hours by air from Tangier.
New York, 5,875 km. Our US shift runs on Eastern time, from mid-afternoon to around midnight in Tétouan.
Strait of Gibraltar, 14 km. At its narrowest, it is the shortest crossing between Africa and Europe.
On the UK working day
Morocco keeps UTC+1 for most of the year, so Tétouan matches London during British Summer Time and runs one hour ahead in winter. Your agents start when your customers do.
English talent with fewer English jobs
Abdelmalek Essaâdi University, one of Morocco's largest, teaches English studies in nearby Martil. Most call centres in the region hire for Spanish and French, so strong English speakers have fewer places to go and teams stay together longer.
Close enough to visit
Tangier airport is about an hour's drive away, with direct flights to London. You can sit with your team without a long-haul trip.
How we protect your customers' data
Your customers' details stay in your systems. Our agents work inside your tools, under access you control.
Contracts
- A data processing agreement on every account
- UK IDTA or EU Standard Contractual Clauses for transfers to Morocco
- Declared with Morocco's data protection authority (CNDP) under Law 09-08
Access
- Single sign-on and MFA on every tool
- Least-privilege roles that you approve
- Access removed the same day an agent leaves your account
The office
- Office-based agents, no working from home
- No personal phones, USB storage or printing at desks
- A confidentiality agreement signed by every agent
Founding client terms
We are a new company, so there are no client logos here yet. You can judge us on a pilot instead.
Our first five clients get these terms in writing:
- No setup fee
- A 30-day pilot on one queue, with a weekly scorecard
- 14 days' notice after the pilot, with no long contract
- Free replacement of any agent you are not happy with
In return, we ask for an honest case study once the numbers are in.
Questions buyers ask us
Where are your agents based?
In Tétouan, in northern Morocco, working from our secure office. Morocco is on UTC+1 for most of the year, so the team shares the UK working day.
How good is the agents' English?
Every agent tests at C1 or above on the CEFR scale for speaking, listening, reading and writing. You hear a recorded call and read a written reply from each candidate before you interview them.
Can you cover US hours?
Yes. Our US shift follows New York time, so agents work from mid-afternoon to around midnight in Tétouan and cover the whole Eastern business day. Weekend and Pacific-time cover is available on request.
What is the smallest team you take on?
One queue with one or two agents, on a 30-day pilot. Most clients start with email and chat.
Do you replace people with AI?
Your customers talk to people. We use AI behind the scenes to draft macros, tag tickets and pick conversations for quality checks. If you already run an AI chatbot, we take the conversations it hands over.
What happens if an agent leaves?
We keep a bench of tested candidates and replace any agent within 10 business days, trained on your account, at no extra cost.
How do you charge?
By the agent hour or as a fixed monthly seat. Rates start at £10.50 ($14) per hour for email and chat. The pricing page has the full rate card.