Runway is a staffing problem first.
Every retail SaaS we meet is arguing about the same three numbers: CAC, retention, and cost to serve. You can move two of them with pricing and product. The third is a staffing decision — and it's where most boards get it wrong.
We place dedicated Filipino professionals into Australian retail SaaS teams through a proper Employer of Record model. Support. Success. Engineering. Implementation. Full-time, properly employed, with a lifetime replacement guarantee.
Read the full story: Why Team Up Now is sponsoring Retail Fest 2026
The economics
- Fully-loaded cost vs Australian hire
- ~30–40%
- Time to first hire
- 3–4 weeks
- Replacement guarantee
- Lifetime
- Contract commitment
- Month-to-month
The SaaS cost-to-serve problem
A support team you can't afford to scale is a ceiling on your gross margin.
Most retail SaaS companies we meet have the same structural issue. A brilliant product, strong retention, and a support team that's either permanently underwater or gated behind premium pricing tiers that kill SMB conversion.
Offshore isn't a cost-cutting exercise. It's an architectural decision — build a support, CS and onboarding org that actually scales with ARR instead of capping it. Keep your senior engineers, your PMs and your strategy in Australia. Put the rest where it can actually grow.
And because we're an EOR — not a BPO — the people we place are embedded in your stack, your tooling, your standups. Not a black-box team answering tickets off a spreadsheet.
Roles we place into retail SaaS
Where the leverage actually is.
Technical customer support
Tier 1 and Tier 2. Intercom, Zendesk, HubSpot, Freshdesk. API and integration troubleshooting. SQL-literate support engineers are available and common in the pool — not a unicorn.
Customer success & onboarding
Implementation specialists, onboarding managers, CSMs running playbooks across SMB and mid-market books. The segment Australian SaaS boards routinely under-resource because local CSM salaries don't pencil.
Full-stack & back-end engineering
Mid-level engineers across TypeScript, React, Node, Python, Ruby, Go. Deep experience with Shopify, BigCommerce, WooCommerce, and the retail API ecosystem. Shipping to your repo, not a vendor fork.
QA & release engineering
Manual QA, automated testing, release management. A function that everyone says they'll build once they raise their next round and then never actually staffs.
Revenue operations & data
RevOps, BI analysts, dashboard builders. Salesforce, HubSpot, Snowflake, Looker, Metabase. The work that should sit under your head of revenue but never has headcount attached.
Go-to-market execution
SDRs, lifecycle marketers, content operations, demand-gen execution. The hands your growth lead keeps asking for and your CFO keeps rejecting.
Why EOR beats the alternatives
Freelancers / Upwork
Cheap. Not yours.
Attrition is brutal. No equity in your culture, your codebase, or your customers. Fine for throwaway work — not a revenue-critical function.
Traditional BPO
Scales. Feels like a vendor.
Seat-based pricing, scripted workflows, limited visibility. Works for commoditised call-centre tasks — breaks down on anything judgement-heavy.
Team Up Now EOR
Yours. Properly employed. No compliance risk.
Full-time, dedicated hires, inside your tools and standups. We handle contracts, statutory contributions, HMO, leave, 13th-month pay. You manage the work.
Meet us at Retail Fest · 5–7 May
Bring your cost-to-serve.
We'll bring the model.
Fifteen minutes. Real pricing. We'll look at your support ratios, your CS coverage and your engineering cost base, and show you what the numbers look like with an EOR-structured offshore team embedded inside your stack. No discovery call. No pitch deck.