Newly merged BPO firms open new opportunities for more CX professionals

Two fast-growing companies in the information technology and business process management (IT-BPM) industry are merging—creating new job opportunities for higher-skilled business process outsourcing (BPO) professionals in the Philippines.

SupportNinja, a BPO company with headquarters in the country and in the US, has announced its acquisition of another BPO firm, Bolton Remote, a specialist provider of customer success, technical support, and product operations solutions with local headquarters in Bonifacio Global City.

The merger will enable SupportNinja to extend its reach into new markets and offer more exhaustive customer experience (CX) services to global clients, including expanded data operations, renewals management, customer success and onboarding, technical expertise, and back-office support. SupportNinja is financially backed by growth investment firm BV Investment Partners, making the merged entity more capable to achieve business success.

SupportNinja’s QC site is highly conducive for employees.

Reaching more markets

Acquiring Bolton Remote is enabling SupportNinja to establish presence in more markets like Ireland and Singapore, in addition to its already strong foothold in the US and the Philippines. The added locations will bring about additional language capabilities and timezone flexibility to the merged companies’ clients.

“We have always prided ourselves on providing excellent services on behalf of our clients to ensure every customer interaction is valuable,” said SupportNinja CEO Connor Tomkies. “By aligning with a like-minded company like Bolton Remote, we can leverage a strong collective operational footprint and technological advancements across several lines of business. We’re excited to welcome a team that shares the same values of humility and transparency in all we do.”

Bolton Remote is bringing its expertise in helping fast-growing, customer-obsessed technology companies, several of which belong to Fortune 500 Tech firms. Those strengths are intended to complement SupportNinja’s ability to serve global partners with highly flexible and scalable business solutions. Moreover, the merger will also highlight the shared culture of “incredible people doing incredible work.”

SupportNinja CEO Connor Tomkies and COO Craig Crisler

New opportunities

Together, the combined entities are creating more jobs for skilled workers who seek remote work arrangements and who will be instrumental in providing clients with top-tier expertise. “With this acquisition, we’re demonstrating our commitment to the remote workspace and our ability to offer clients on-demand service anytime, anywhere from around the world,” Tomkies added.

For its part, Bolton Remote commits to continue driving the growth of its core services. “By joining forces with a values-led company like SupportNinja, combined with the financial backing of BV Investment Partners, we’re able to offer expanded opportunities to our employees, additional services and reach to our customers, and tackle our new joint mission together,” said Bolton Remote CEO Patrick Linton, who will remain as an advisor to the merger.

SupportNinja had around 1,500 agents before the pandemic. During the pandemic, its workforce doubled to the current number of 3,000. This is aligned with the strong trend in the IT-BPM sector in the country, which continued to grow despite the pandemic. Upon this merger, SupportNinja now targets to aggressively increase its workforce to 12,000 agents within 5 years, according to Tomkies.

SupportNinja is ready to welcome more BPO professionals with its expansion.

Economic recovery contributor

The national government considers the IT-BPM industry as a frontliner toward economic recovery. In September 2021, the Department of Trade and Industry (DTI) cited the industry’s strength and resilience throughout the crisis for its continuous success despite the global crisis. The CX sector, according to the DTI, had already exhibited signs of recovery as early as the fourth quarter of 2020.

Thus, the government aims to keep the country’s position as the destination of choice and as the outsourcing capital of the world. SupportNinja will be among the valued players towards achieving that goal. The company opened its second local site in SM North BPO Tower in Quezon City in the third quarter of 2021. Its first local site is located in Clark, Pampanga.

Meanwhile, a source told Tech and Lifestyle Journal that the government’s previously announced deadline of April 1, 2022 to bring 100% of the BPO sector’s workforce to work onsite has been reportedly extended to August or September (this will be verified in the coming days).