Elevating premium fitness experiences

The Challenge: Scaling premium support for a complex global platform

Momence was growing rapidly, expanding into new global markets while launching advanced automation and engagement tools. To deliver a consistent premium experience, they needed customer support that could keep pace with this growth.

Their existing provider was unable to manage complex Tier 2 issues, leaving a backlog of unresolved enquiries—more than 19,000 inbound queries per month. Senior leaders were frequently pulled into escalations, taking focus away from scaling the business.

Momence’s customers—time-poor business owners—needed more than links to articles; they required expert guidance delivered quickly and empathetically.

The company also faced challenges recruiting the right talent, as agents needed both technical expertise and strong soft skills to support a highly complex product. With limited coverage across multiple time zones, they lacked the infrastructure to scale efficiently on a global level.

The Solution: Multilingual Tier 2 support with global coverage

Otonomee partnered with Momence to build a scalable, premium support model that aligned with their brand experience and international growth plans.

We introduced multilingual phone and chat support designed to handle complex Tier 2 queries with speed, empathy, and technical accuracy. This allowed Momence to expand confidently into new markets while ensuring customers received premium support.

A critical part of the solution was our ability to recruit and retain the right agents—a challenge Momence had struggled with previously due to the unique blend of technical expertise and strong soft skills required to support their complex product and high-touch client base.

Global coverage and scale ‍

We started with a core team of six highly skilled Tier 2 agents and quickly scaled to 20 agents, ensuring coverage across USA, EMEA, and Australia time zones. ‍

Robust onboarding for new clients

Developed a structured onboarding process for new “hosts” (Momence’s clients), ensuring smooth adoption of the platform and reducing early-stage support requests. ‍

Knowledge Hub development

Introduced a dynamic Knowledge Hub, continuously updated with product changes, enabling agents to resolve complex queries quickly and consistently. ‍

Specialist recruitment

Leveraged our expertise to source and hire agents with the rare combination of technical problem-solving ability and soft skills required for Momence’s complex product, overcoming a major barrier to their previous growth.

The Benefits: Premium global support, specialist hires, and capacity for growth

Otonomee’s approach delivered immediate improvements for Momence, including faster response and resolution times, improved customer satisfaction scores (CSAT), and the ability to scale consistently as they expanded into new markets.

Through our specialist recruitment and training, Momence gained access to Tier 2 agents with the rare blend of technical expertise and soft skills required to support their complex platform. This team not only managed day-to-day customer queries but also contributed to the knowledge hub, handled complex product-related enquiries, and supported escalations to maintain consistently high service quality.

Specialist recruitment and training

• Provided Tier 2 agents with a unique combination of technical knowledge and interpersonal skills
• Overcame previous challenges in sourcing talent for a complex, high-touch platform

Scalable support infrastructure

• Improved response and resolution times significantly
• Enabled consistent support as Momence entered new international markets
• Raised customer satisfaction scores (CSAT) to 85%

Leadership support and strategic focus

• Reduced operational demands on Momence’s leadership team
• Allowed leadership to focus on business scaling, automation innovation, and accelerating global expansion

With a solid support foundation in place, Momence is now positioned to sustain rapid growth and confidently explore new markets, delivering a scalable, premium customer experience at every stage.

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