Agents may fix it without asking
Every agent can issue a credit up to $75, send a replacement router or book a visit on their own judgement. Nobody has to ask a supervisor for permission to be kind.
About the team
Forty-two people whose job is to say yes.
Brightwire Support started in 2016 as a desk of six in the back of a Chicago warehouse. Today the team fills two floors, and every agent still spends their first week riding along with an installation engineer so they know what a fault looks like from the other side of the wall.
How the team works
Calls are not timed
We measure whether the problem was solved, not how long the call took. An agent who stays on the line for forty minutes to finish a job is doing it right.
Every answer gets written down
When an agent solves something new, they write it into the topics page the same day. That is why the answers use our customers' own words.
A short history
- 2016
A desk of six · West Loop, Chicago
Three agents and three engineers share one phone line and a whiteboard of open problems.
- 2019
Phones open seven days · Fulton Market
After a run of weekend outages, the team staffs the phones every day and adds chat in the app.
- 2023
Callbacks replace queues · Fulton Market
Customers who would wait over five minutes are offered a callback that keeps their place in line.
- 2026
A second floor and a training academy · Fulton Market
New agents spend four weeks in the academy, including the ride-along week, before they take their first call.