Scaling PFA's Retail Support Team in 45 Days

PFA needed to support a fast-growing footprint of retail locations, each running point-of-sale systems that couldn't afford downtime. Their in-house IT team was stretched thin, and hiring locally in a competitive market was taking months per role.

We started by mapping PFA's actual support workflows, ticket volume, peak hours, and escalation paths, before writing a single job description. That let us build role profiles for POS and ERP support specialists instead of generic IT support hires, which cut our screening time in half.

Within three weeks we had shortlisted candidates already assessed for POS troubleshooting, retail systems fluency, and clear written communication for remote ticket handling. PFA's team lead sat in on final interviews for every hire.

Six weeks after kickoff, PFA had a fully staffed technical support pod covering extended hours across time zones, with a documented handoff process their internal team could scale on their own going forward.

The result: a 40% drop in average ticket resolution time, and a support team that has stayed in place with zero turnover in the first six months.