Hire Horatio
Hire Horatio (Horatio) is a next-generation nearshore BPO delivering AI-augmented customer experience, back-office, trust-and-safety, compliance, QA, and technical support services to enterprise and mid-market clients across eight verticals from delivery centers in the Dominican Republic, Colombia, and Miami.
- Company typePrivate
- Founded2018
- HeadquartersMiami, United States
- Headcount1,001–5,000
- GTM typeB2B
- OfferingServices
What Hire Horatio does
Hire Horatio, LLC (operating as Horatio) is a next-generation nearshore business process outsourcing (BPO) company that provides AI-augmented customer experience (CX), back-office, trust-and-safety, compliance-and-fraud, quality assurance, and technical support services. The company is headquartered in Miami, FL, with primary delivery operations centered across three multi-floor facilities in Santiago and Santo Domingo (Dominican Republic) and Bogotá (Colombia), serving enterprise and mid-market clients globally with a focus on US-based buyers. Horatio sells exclusively through direct sales — enterprise field sales and inside sales — targeting eight verticals: Retail/E-commerce, Financial Services/FinTech, EdTech, Healthcare/HealthTech, SaaS, Technology, Travel/Hospitality, and Video Games.
The platform-plus-modules architecture is built on integrations with Zendesk (Horatio is a certified partner), Gladly, Gorgias, HubSpot CRM, Jira, Slack, and analytics/marketing tools (Google Analytics, Microsoft Clarity, LinkedIn Insight Tag), with an AI implementation layer connecting to third-party AI platforms (Zendesk AI, Siena, Forethought, Kodif). Proprietary capabilities include agentic AI strategy and deployment, AI-human workflow orchestration with smart handoff, brand-voice AI training, real-time escalation triggers, agent productivity copilots, and HIPAA-compliant AI-enhanced healthcare operations. Certified under HIPAA, SOC 2 Type II, and PCI DSS, Horatio combines a nearshore talent pool with an employee-first culture (on-site wellness, free lunch, transportation) that it cites as driving a 2% staff turnover rate. The company has earned Inc. 5000 (2023), Forbes Next 1000 (2020), Stevie Awards (2023), CCW Excellence Awards (2023), and Great Place to Work recognition.
Horatio generates revenue primarily through custom, quote-based multi-year managed services contracts where dedicated nearshore teams are assigned to each client, supplemented by professional services revenue streams including CX and operations consulting, certified Zendesk implementation, and AI implementation and optimization engagements. Pricing is not publicly disclosed; the company markets on a stated 80% ROI improvement and 50% cost savings versus in-house teams. Named clients include Terra Kaffe, Honeyquote, ClassWallet, and others across multiple verticals. The company is privately held, LLC-incorporated in Florida, with no disclosed external funding rounds in the source data, consistent with a bootstrapped, founder/management-owned operating model.
Hire Horatio firmographics
Firmographics- Name
- Hire Horatio
- Legal name
- Hire Horatio, LLC
- Website
- https://hirehoratio.com
- Company type
- Private
- Founded year
- 2018
- Operating status
- Operating
- Headcount range
- 1,001–5,000 employees
- Short description
- Hire Horatio (Horatio) is a next-generation nearshore BPO delivering AI-augmented customer experience, back-office, trust-and-safety, compliance, QA, and technical support services to enterprise and mid-market clients across eight verticals from delivery centers in the Dominican Republic, Colombia, and Miami.
- Ownership category
- akta.pro rank
Hire Horatio industry classification
Industry- Product category
- Business Process Outsourcing
- NAICS
- Office Administrative Services (5611), Temporary Help Services (561320)
- SIC
- Services-Help Supply Services (7363), Services-Management Consulting Services (8742)
- akta.pro primary industry
- Procurement Helpdesk & Stakeholder Support (BPAAAJAD)
Keywords
Where Hire Horatio is headquartered
LocationHeadquarters
- HQ city
- Miami
- HQ country
- United States
- HQ region
- North America
Offices4 records
Markets served
Hire Horatio business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- Managed CX/BPO Services: Horatio provides outsourced customer experience, back-office, trust and safety, compliance and fraud, quality assurance, and technical support services. Revenue is generated through long-term managed services contracts where Horatio supplies trained agents, technology, and operational management. The model is typically contract-based with dedicated teams assigned to each client.
- CX and Operations Consulting: Consulting services for customer strategy, AI and digital enablement, operational excellence, WFM consulting, talent strategy, and CRM implementation and optimization. Consulting is delivered alongside managed services or as standalone engagements.
- Zendesk Implementation Services: Certified Zendesk implementation including full setup, workflow design, automation, Help Center configuration, AI readiness, system audits, and ongoing support and optimization. Revenue generated as a professional services engagement.
- AI Implementation and Optimization: Agentic AI strategy and deployment, prompt design and tuning, LLM and chatbot training, knowledge base optimization, tool evaluation and vendor support, automation performance auditing, and custom dashboard and reporting setup.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Other | Multi-year contract | Custom managed services contracts tailored to client needs |
Go-to-market motion2 records
Distribution channels2 records
Marketing channels7 records
Hire Horatio product offering
Product offeringCore offering
Hire Horatio is a next-generation nearshore BPO that provides managed outsourced teams for customer service, back-office support, trust and safety, compliance and fraud, quality assurance, and technical support. The company augments these human teams with AI implementation, Zendesk implementation, and CX consulting services, with specialized offerings for healthcare (patient support, RCM, clinical operations). Engagements are typically long-term managed contracts, with solutions launched in as little as two weeks.
Product overview
Hire Horatio (Horatio) is a next-generation business process outsourcing (BPO) company offering a comprehensive portfolio of customer experience (CX) and operational services. The offering operates as a platform-plus-modules architecture, combining core outsourcing services (Customer Service, Back Office Support, Trust and Safety, Compliance and Fraud, Quality Assurance, Technical Support, and Consulting) with specialized add-on modules including AI Implementation Services and Zendesk Implementation Services. For healthcare-specific needs, Horatio provides dedicated vertical solutions including Patient Support and Scheduling, RCM Services (Insurance and Billing), Clinical and Operational Support, and AI-Enhanced Healthcare Operations. The company also offers CX Bootcamp as an educational resource. All services are designed to integrate with customer technology ecosystems including CRM platforms (HubSpot), analytics tools (Google Analytics, Microsoft Clarity), customer support platforms (Zendesk, Gladly, Gorgias), and AI tools (Zendesk AI, Siena, Forethought, Kodif).
Differentiator
Problem solved
Functional benefit
Products and services
- Customer Service Outsourcing 24/7 multichannel customer service including email, live chat, in-app, and phone support delivered by skilled nearshore agents augmented by next-generation technology to increase CSAT, boost retention, and turn support into a revenue-generating function.
- Back Office Support Behind-the-scenes operational support including data processing, documentation workflows, QA audits, tagging, data entry, knowledge base maintenance, and administrative tasks.
- Trust and Safety Content moderation, policy enforcement, abuse report handling, and community guideline enforcement to protect platform integrity and user experience.
- Compliance and Fraud Specialized teams trained in KYC verification, chargeback management, access control, fraud detection, and regulatory compliance for regulated industries.
- Quality Assurance QA programs to audit ticket accuracy, tone, resolution quality, and SLA adherence, including scorecards, calibration protocols, and continuous feedback loops.
- Technical Support Outsourcing Tier 1, 2, and 3 technical support across chat, voice, and email, covering product troubleshooting, device support, SaaS platform support, account security, incident management, and engineering escalations.
- CX and Operations Consulting
Quantifiable outcome
- 80% ROI increase vs in-house teams
- +11 more outcomes
Companies that use Hire Horatio
Customer profileNamed customers5 records
Segments8 records
Ideal customer profiles3 records
Hire Horatio technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration13 records
AI capability10 records
Feature8 records
Hire Horatio partnerships and signals
Strategic signalPartnerships
One partnership is on record.
- ZendeskcoreHoratio is a certified Zendesk partner. The company provides full Zendesk setup and onboarding, workflow design and automation, Help Center and Guide configuration, AI and automation readiness, system audits and cleanup, and ongoing Zendesk optimization and support services.
Scale indicators15 records
Recent moves6 records
Expansion highlights6 records
Hire Horatio competitors and assessment
Company assessmentDirect peers
- Helpware: Nearshore BPO providing CX, content moderation, and back-office services with delivery in Eastern Europe and Latin America; comparable size and target customer profile.
- TaskUs: Public-market direct peer providing outsourced CX, content moderation, and trust & safety services with significant nearshore/offshore delivery; competes in same verticals.
- SupportNinja: Direct competitor offering nearshore customer support and BPO services with a similar model combining AI tooling with human agents for US-based clients across multiple verticals.
- Boldr: Direct peer operating nearshore CX outsourcing from the Philippines, Latin America, and South Africa with similar enterprise-focused, AI-augmented service positioning.
Broad incumbents
- TTEC: Global CX technology and services company with both BPO delivery and CX platform software; broader incumbent offering overlapping capabilities with Horatio's stack.
- Teleperformance: Largest global BPO incumbent with broad CX outsourcing footprint; competes with Horatio on enterprise deals and represents the established scale benchmark in the space.
- Foundever (formerly Sitel): Large-scale CX BPO with global delivery footprint; competes on enterprise CX outsourcing with comparable vertical coverage and tech-enabled service model.
- Concentrix: Global BPO/CC incumbent providing CX, consulting, and technology services across industries; competes for enterprise outsourcing contracts with broader portfolio.
Emerging players
- Staffino (CX consulting): CX analytics and quality management platform vendor; adjacent player enabling CX BPOs and clients with QA tooling, partially overlapping Horatio's QA and consulting offerings.
Regional players
- BairesDev: Latin American nearshore tech services firm with strong CX engineering practice; comparable geographic sourcing model but primarily engineering services rather than contact center BPO.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks7 records
Key highlights7 records
Customer concentration
Hire Horatio social profiles
Digital presenceHire Horatio compliance and trust
Trust signalCompliance6 records
Hire Horatio financial estimates
Financial estimateRevenue estimate
Valuation estimate
Hire Horatio leadership team
Management profileNumber of profiles
Profiles5 records
Hire Horatio funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Hire Horatio M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Hire Horatio
What does Hire Horatio do?
Hire Horatio is a next-generation nearshore BPO that provides managed outsourced teams for customer service, back-office support, trust and safety, compliance and fraud, quality assurance, and technical support. The company augments these human teams with AI implementation, Zendesk implementation, and CX consulting services, with specialized offerings for healthcare (patient support, RCM, clinical operations). Engagements are typically long-term managed contracts, with solutions launched in as little as two weeks.
Is Hire Horatio a public or private company?
Hire Horatio is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Hire Horatio founded?
Hire Horatio was founded in 2018. It employs 1,001 to 5,000 people.
Where is Hire Horatio based?
Hire Horatio is headquartered in Miami, United States, in the North America region.
How does Hire Horatio make money?
Four revenue lines are on record. Managed CX/BPO Services are the primary driver. The others are CX and Operations Consulting, zendesk Implementation Services and AI Implementation and Optimization.
Who are Hire Horatio's main competitors?
Direct peers on record are Helpware, TaskUs, SupportNinja and Boldr. Broad incumbents are TTEC, Teleperformance, Foundever (formerly Sitel) and Concentrix. Staffino (CX consulting) is listed as an emerging player. BairesDev is listed as a regional player.
Does Hire Horatio have an API?
No public API is recorded for Hire Horatio.
What industry is Hire Horatio in?
Hire Horatio's product category is Business Process Outsourcing. Its primary akta.pro industry code is BPAAAJAD, Procurement Helpdesk & Stakeholder Support. Its NAICS code is 5611 and its SIC code is 7363.