Kigali hub · On shift now · UTC+2

Your customers, answered like an in-house team.

A dedicated pod of Kigali specialists working inside your helpdesk, live chat, and back-office queues — up to 65% below the cost of hiring at home, live in 10–14 days.

Book a Discovery CallExplore Services

No long-term lock-in · 14-day pilotDPA signed before any access

For SaaS companies, technology startups, e-commerce businesses, and growing companies in the US, UK, Canada, Europe, and Australia.

10–14 daysFrom discovery call to first live ticket▲ Vetted talent, ready now
65%Lower cost than domestic hiring▲ Flat rate, zero hidden fees
< 8%Annual team turnover▲ Career wages in Kigali
Pod 04 · Tier 1HELIOS specialist smiling while wearing a headset, from the HELIOS Customer Operations launch poster
Dedicated customer support team member working at a laptop with a headset
Kigali station · Live shift
148Tickets in queue
11 minAvg first response
99.4%Customer satisfaction
8 specialists on shift · 2 team leads

Full EU & US overlap

One shift covers the UK, Europe, and US East Coast mornings.

Vetted, dedicated talent

University-educated specialists trained on your product — never shared.

Inside your tools

No new software. We work in your Zendesk, Intercom, or Gorgias.

QA & data security

Weekly ticket audits, bilateral DPAs, GDPR-aligned practice.

Works inside the stack you already use

Zendesk ◆ Intercom ◆ Gorgias ◆ Freshdesk ◆ Slack ◆ Notion ◆ Linear ◆ Salesforce Service Cloud ◆ HubSpot ◆ Front ◆

Why It Matters

Your customers may not complain. They may simply leave.

Slow responses. Unresolved issues. Lost trust. Most unhappy customers never tell you — they quietly take their business elsewhere.

01

Lost customer trust

Delayed responses can frustrate customers — and once trust slips, it is hard to win back.

02

Missed sales opportunities

Slow replies can drive potential buyers away, often to a competitor who answers first.

03

Lower customer loyalty

Poor support experiences can discourage repeat business, even when the product itself is good.

Better support. Stronger customer relationships. See how a dedicated HELIOS pod answers — or book a 25-minute Discovery Call online.

A customer looking concerned while waiting at a laptop, from the HELIOS 'Your customers may not complain' poster
Slow responses. Unresolved issues. Lost trust.From the HELIOS campaign — better support, stronger relationships.

Decision Matrix

Three ways to staff support. Only one scales cleanly.

The trade-offs, side by side — cost, speed, focus, and who actually owns your customer data.

Every figure below is the all-in comparison teams ask for first: what it costs, how fast it starts, and what breaks when people leave.

DimensionDomestic In-HouseHire & manage it yourselfLegacy Call Center (BPO)Shared, high-volume floorsRecommended
HELIOS Dedicated PodYour team, in Kigali
Monthly cost / agent$4,500 – $6,500+Salary, taxes, benefits & desk hardware$2,800 – $4,000Hidden overhead & markup feesPredictable, flat transparent rateUp to 65% cost savings with zero hidden fees
Ramp-up & first ticket60 – 90 daysRecruiting, interviewing & onboarding delay30 – 45 daysSlow corporate contract cycles10 – 14 daysVetted talent ready to begin a 14-day evaluation pilot
Team model & focusDedicated in-houseHigh internal HR & management overheadShared mass call centerAgents juggle 4–6 client brands simultaneously100% dedicated podAgents work exclusively for your brand and product
Annual agent turnover35% – 50%Frequent re-hiring and lost domain knowledge100%+ annual churnConstant new trainees answering your customers< 8% annual turnoverCompetitive career salaries & local career development
Tooling & data controlFull internal accessYour own workspace and security rulesBlack-box proprietary CRMData siloed; ticket logs difficult to exportWorks directly in your toolsZendesk, Intercom, Gorgias or Slack with signed DPA
Escalations & handoffsDirect Slack syncFast internal communicationImpersonal ticketing queuesDropped context and robotic macro responsesWritten SOPs + Slack integration80%+ Tier-1 resolution with structured bug repro logs
14 days to proofReal queues, contained volume, success targets agreed before day one.
Zero data silosEvery interaction stays in your workspace. Nothing is copied or exported.
Knowledge that staysSub-8% turnover means your playbook doesn’t walk out the door.

Don’t take our word for it — test the pod on your own tickets for 14 days.

Book a Discovery Call

What We Take Off Your Plate

Four queues. One pod. Nothing falls through.

Specialists embedded in your stack, working to your playbook — so your team gets its mornings back for product and revenue.

HELIOS specialists answering customer conversations at their desks in Kigali Kigali Pod ActiveFirst responseUnder 15 min
ZendeskIntercomGorgias

Email & Helpdesk Ticketing

Your inbox, handled like it belongs to you — billing, access, and product questions resolved in your voice, within your SLAs, with every decision traceable in your own workspace.

  • First response under 15 minutes during shift hours
  • Structured tagging so bugs reach engineering with context intact
  • Macros refined continuously from real customer repeats
< 15 minFirst response in shift
80%+Resolved at Tier 1
100%Answered in your brand voice

Your queue, owned. No ticket left aging, no customer left guessing.

Discuss Your Queues
HELIOS Customer Operations launch poster — Introducing HELIOS, reliable support and better customer experiences, with a smiling headset specialist
Introducing HELIOSReliable support · Better customer experiences
Kigali, Rwanda
“Support is a craft. We hire for patience, train for precision, and measure everything — so your customers feel cared for, not processed.”— The HELIOS operating principle

Our Story & Mission

Built in Kigali, for teams who refuse generic support.

HELIOS began with a simple frustration: growing startups were forced to choose between expensive domestic hiring and impersonal mega call centers where no one knew their product. We built a third option.

We recruit Rwanda’s top graduates, pay career wages, and train them deeply on one thing — your product, your voice, your customers. The result is a pod that feels like the team you would have hired, without the payroll, the recruiting cycle, or the churn.

We serve SaaS companies, technology startups, e-commerce businesses, and growing companies in the United States, United Kingdom, Canada, Europe, and Australia — with professionalism, reliability, clear communication, and quality support at our core.

  1. 01

    Customer empathy, first

    Solve the real problem with patience and clear guidance. Templates support the answer — they never replace it.

  2. 02

    Radical transparency

    Honest answers on capability, SLA limits, and turnaround. Flat pricing, no hidden fees, scorecards you can actually read.

  3. 03

    Direct accountability

    Issues are owned, not bounced. Recurring bugs are flagged to your engineers early, with evidence — not hidden in a queue.

  4. 04

    Coaching that compounds

    Weekly audits and CSAT feedback feed straight back into training, so accuracy rises week over week.

Leadership

The people behind HELIOS

Connect directly on LinkedIn. More team profiles will be added here as they are shared.

Leadership

Cyubahiro Ange Patrick

Connect on LinkedIn to follow HELIOS and reach the leadership team directly.

Connect on LinkedIn
Leadership

Kayitare Thierry

Connect on LinkedIn to follow HELIOS and reach the leadership team directly.

Connect on LinkedIn
HELIOS logo markCompany page

HELIOS Customer Operations

Follow the company on LinkedIn for launch updates, support thinking, and new roles.

Follow on LinkedIn

Why HELIOS

Precision you can audit. Care you can feel.

Dependable execution, fast and friendly communication, and daily work done properly — the unglamorous things great support is made of.

1:1
Account Focus

100% dedicated agents

Never split across brands. Your pod learns your workflows, culture, and edge cases inside out — and keeps that knowledge.

0%
Tool Control

Zero local data storage

Every interaction happens inside your Zendesk, Intercom, or Gorgias. We never copy, export, or silo your customer data.

Day 1
Documented SOPs

Living knowledge playbooks

Decision flowcharts, macros, and refund boundaries are documented before live queues — so nobody guesses on your customers’ behalf.

Weekly
Scorecard Reports

Transparent weekly QA audits

CSAT breakdowns, random ticket audits, and SLA attainment delivered straight into your team’s Slack channel.

< 8%
Annual Churn

Empathetic career talent

Fair, competitive wages for Kigali graduates. Low turnover, genuine care, and agents who stay long enough to master your product.

14 days
Evaluation Trial

Low-risk 14-day pilot

Test response speed, tone, and resolution on real queues — with clear targets and zero long-term commitment.

See what a dedicated Kigali pod looks like on your product.Send your queue volume and we’ll suggest the shift model and outline a 14-day trial — usually within 4 hours.

Book a 25-Min Scoping Call

How We Work

From first call to first resolved ticket in 14 days.

A structured, no-surprises onboarding sequence. Four setup steps, four live steps — each with a clear owner and a clear exit.

01

Setup Phase

Discovery call

Ticket volume, channels, and bottlenecks — and what “great support” means for your team, in your words.

Day 1 · 25 minutes
02

Setup Phase

Playbook & SOP review

Your help articles, macros, and past resolutions become the pod’s training set — tone, policy, and edge cases included.

Days 1–3 · With your lead
03

Setup Phase

Tool & security setup

Role-based invitations into your Zendesk, Intercom, or Gorgias — plus a signed bilateral DPA before anyone sees a queue.

Days 2–4 · Least-privilege access
04

Setup Phase

Clear escalation rules

Exactly what agents resolve on the spot — refunds, resets, account fixes — and what goes straight to engineering or finance.

Days 3–5 · Written & agreed
05

Live Phase

Agent training & mock tickets

Product-specific training and simulated scenarios with your lead. No one touches a live queue until they pass.

Days 5–8 · Practice, then prove it
06

Live Phase

Controlled 14-day pilot

Real conversations on a contained volume, so you can judge speed, tone, and resolution with nothing long-term at stake.

Days 8–14 · Real queues, capped volume
07

Live Phase

Weekly QA & feedback

Joint ticket reviews, CSAT audits, and macro calibration — first-contact resolution climbing, week by week.

Ongoing · In your Slack
08

Live Phase

Seamless team scaling

Once quality targets are met, coverage expands — evenings, weekends, or full 24/7 — at the pace your growth demands.

On your signal · No re-onboarding

Ready to start Step 01?

Book a Discovery CallHow onboarding works, in detail

Our Operating Base

Why Kigali is the smartest place to put your support team.

East Africa’s leading technology hub — educated talent, modern infrastructure, and a timezone that works with your customers, not around them.

Timezone that covers your day

Central Africa Time (CAT / UTC+2): full-day overlap with the UK and Europe, and morning coverage for US East Coast teams.

Educated, career-driven talent

University graduates with strong communication skills, professional discipline, and unusually high domain retention.

Fast fiber & reliable power

Redundant fiber-optic internet and 99%+ grid stability, backed by national digital infrastructure.

Privacy law that mirrors the GDPR

Rwanda’s Law No. 058/2021 reflects EU GDPR principles — and every client gets a bilateral DPA.

Kigali, Rwanda — modern towers rising above the city's green hills
Kigali, Rwanda — the HELIOS operating base CAT · UTC+2
Live Timezones · Shift Alignment Live telemetry

HELIOS Station · Kigali

Central Africa Time · UTC+2
Standard coverage 08:00 – 20:00 CAT · custom 24/7 follow-the-sun available

London / Europe

GMT / CET · 0 to +1 hr from Kigali
100% core-hours overlap

New York / US East

Eastern Time · 6 hrs behind Kigali
Morning-hours overlap
Shift window08:00 – 20:00 CAT
00:0006:0012:0018:0024:00
100%EU core-hours overlap
14 daysPilot setup, end to end
99.9%Fiber uptime

Operational availability: Follow-the-sun 24/7 coverage — your queue is never waiting on a timezone.

Inside the support floor — agents at work, headsets on, dashboards live 66 seconds · Click to play, with sound

Governance & Data Integrity

Your data, guarded by design.

Customer data is your most sensitive asset. Access is bounded, devices are managed, and every control below is written into the SOPs your pod works to.

Least-privilege role access (RBAC)

Isolated corporate credentials, mandatory MFA, and role-scoped permissions. Agents see exactly what their role needs — nothing more, ever.

Verified standard operating procedure

Dedicated device & network security

Enterprise-managed endpoints with disk encryption, endpoint monitoring, and secured VLAN routing. No personal devices, no side channels.

Verified standard operating procedure

Data Protection Agreement (DPA)

Standardized bilateral DPAs covering data residency, sub-processor disclosure, breach notification, and immediate credential revoking.

Verified standard operating procedure

Rwanda GDPA & global GDPR alignment

Compliant with Rwanda’s Law No. 058/2021 on personal data protection and privacy, modeled on EU GDPR principles.

Verified standard operating procedure

Vendor review coming up?

We provide standard DPAs and complete security evaluation packets for your legal and security teams — usually within one business day.

Discuss Security Requirements

Common Inquiries

Answers, before you ask.

Onboarding, tools, coverage, security, and quality — the questions every team asks before a pilot.

Showing 10 of 10 questions

Onboarding · SOP training

It runs over the first one to two weeks. Your runbooks, knowledge-base articles, and past resolutions become the pod's training material. Agents practise on mock tickets with your lead, draft pre-approved macros together, and agree explicit resolve-vs-escalate criteria before any live queue is touched.

Tools · Integrations

Yes — that is the whole model. Agents work directly in your Zendesk, Intercom, Freshdesk, Gorgias, or Slack, under role-based permissions you control. There is no new platform for your team to learn, and a bilateral DPA is signed before anyone is invited in.

Coverage · Timezones

The Kigali hub runs on Central Africa Time (CAT / UTC+2): full-day overlap with the UK and Europe, plus morning coverage for US East Coast teams. Standard coverage is 08:00–20:00 CAT, with custom 24/7 follow-the-sun coverage when your volume needs it.

Coverage · Shift models

8x5, 16x5, and 24/7 — including evening and weekend expansion after the pilot. The model is chosen on the discovery call from your actual volume and the hours your customers write in, not from a fixed menu.

Onboarding · Pilot

Yes. The standard start is a 14-day evaluation pilot on a contained volume of real tickets, with success targets agreed in advance and no long-term commitment. Larger scoped trials of two to four weeks are structured the same way on the discovery call.

Security · Data protection

Agents work only inside your tools — HELIOS stores no customer data locally and never copies or exports ticket data. Access uses isolated corporate credentials with mandatory MFA and role-scoped permissions, on managed encrypted devices, under a bilateral DPA aligned with Rwanda's Law No. 058/2021 and EU GDPR principles.

Quality · Coaching

Three mechanisms, every week: random ticket audits, CSAT breakdowns, and SLA scorecards shared in your Slack channel. Macros are pre-approved and calibrated from real tickets, and coaching targets the actual problem in each answer — so agents solve, rather than paste.

Quality · Escalations

Written SOPs draw the line in advance: what agents resolve immediately, and what escalates. Escalations travel with structured bug-reproduction logs — steps, environment, console details — to your engineering or finance team on Slack, so context is never dropped between teams.

Onboarding · People

Dedicated career specialists: university graduates in Kigali, paid competitive career wages, with structured training and local career development. Annual turnover is under 8%, and your pod works only for your brand — so the product knowledge your customers rely on stays with your team.

Coverage · Ramp-up

Ten to fourteen days from discovery call to first live tickets. Vetted talent is ready to begin the evaluation pilot immediately, with SOP review, tool setup, and mock-ticket training completed alongside your lead before live work begins.

Nothing matches that search. Try “pilot”, “Zendesk”, or “DPA” — or ask the team directly below and we’ll answer plainly.

Still unsure about something? — you’ll get a straight answer, not a sales script.

Start The Conversation

Tell us what’s eating your team’s week.

Book 25 minutes online — you’ll get a custom pilot scope within 4 hours of the call, not a generic quote.

  1. 1
    Discovery review

    Your channels, volume, and bottlenecks — Zendesk, Intercom, Gorgias, and wherever customers actually reach you.

  2. 2
    Feasibility & schedule

    Tool permissions, language needs, and shift hours — 8x5, 16x5, or full 24/7.

  3. 3
    Pilot proposal

    A transparent 2–4 week scoped trial with success targets agreed before any long-term commitment.

Station
Kigali, Rwanda (UTC+2)
Format
25-min video / audio
Invites
Google Meet / Zoom
Response
Pilot scope within 4 hours

Confidentiality guarantee

Zero-obligation consultation. Bilateral DPAs are signed before anyone accesses your software or queue credentials — book a call and we’ll walk you through it.

Follow HELIOS on LinkedIn — launch updates and support thinking from the Kigali team. HELIOS Customer Operations on LinkedIn →

Book your 25-minute Discovery Call

Pick a time that suits your day and you’ll get a Google Meet / Zoom invite by email. The call covers your channels, volume, and what a good pilot would prove.

  • 25 minutes, video or audio — Google Meet / Zoom
  • Your channels, volume, and bottlenecks, in your words
  • A scoped 14-day pilot proposal, usually within 4 hours

Book directly above — times are shown in your local time zone. If the calendar does not load, open the booking page in a new tab.

Operational Peace of Mind

Great support shouldn’t
cost a fortune — or your focus.

Put dedicated Rwandan talent, documented SOP governance, and continuous QA auditing on your front line — and get your team’s week back.

Book a Discovery CallFollow HELIOS on LinkedIn
10–14 daysTo first live ticket
65% savingsVs. domestic hiring
99.4% CSATLive-shift average
< 8% churnAnnual, pod-wide
HELIOS customer service specialist in Kigali
Specialist, Kigali hub Tier 1
Kigali skyline over green hills
Kigali, Rwanda UTC+2
Dedicated customer support team members at work
Dedicated pod On shift