Otonomee Delivers Premium Global Support for Momence

The Challenge : Scaling premium support for a complex, global platform.

Momence was rapidly expanding into new international markets while launching advanced automation and engagement tools. Their existing support provider couldn’t manage complex Tier 2 issues, resulting in a backlog of over 19,000 monthly queries and frequent escalations to senior leadership. Customers—time-poor business owners—needed fast, empathetic, expert guidance, while recruiting agents with both technical and soft skills proved difficult. Limited time zone coverage and infrastructure made scaling efficiently a major challenge.

The Solution : Multilingual Tier 2 support with global coverage and expert teams.

Otonomee partnered with Momence to build a scalable, premium support model aligned with the company’s growth and brand promise. Key initiatives included:

• Multilingual Tier 2 support: Phone and chat support to handle complex queries with speed, empathy, and technical accuracy.
• Global coverage: Scaled from 6 to 20 agents, covering USA, EMEA, and Australia time zones.
• Structured onboarding: Smooth adoption process for new “hosts” to reduce early-stage support requests.
• Knowledge Hub development: Dynamic, continuously updated knowledge base enabling fast, consistent resolution of complex queries.
• Specialist recruitment: Hired agents combining rare technical problem-solving ability with strong soft skills, overcoming previous talent barriers.