Background

My Repair App is a fast-growing SaaS company that provides CRM and point-of-sale solutions for electronics repair retailers. The platform manages inventory, employees, and customers, and connects shops with insurers for same-day device repairs.

As growth accelerated, Tony needed help. He was fielding support tasks while leading the company and serving as its public face. The team needed a dedicated expert to own technical support so product and growth could keep moving.

The Challenges

Time was the bottleneck. Tony could not run a full hiring cycle across multiple platforms or juggle dozens of interviews. He also was not fully sure whether the role should be customer support or technical support, and he wanted a partner who could help scope the need and deliver finalist-ready candidates quickly.

The Remote Leverage Experience

Tony found Remote Leverage through search and booked a call.

• Needs first, not a hard sell: The initial sales call focused on listening, clarifying goals, and translating problems into role requirements.
  
  
• Role definition with Torin: The hiring manager, Torin, asked targeted questions that helped Tony realize the real need was tech support, not general customer service.
  
  
• Curated finalists fast: Within days, Remote Leverage organized a single interview block with five strong candidates.
  
  
• Structured facilitation: Torin guided the sessions, jumped in with sharp follow-ups, and debriefed between candidates to refine evaluation.
  
  

“All five were excellent. Choosing one was the hard part.”

Tony even ran the interview recordings through an AI review to sanity-check the decision. The recommendation matched his top pick.

The Outcome

Tony hired Jose, who began contributing immediately.

Early wins within two days:

• Took ownership of assigned support tasks
  
  
• Asked clarifying questions to confirm best practices
  
  
• Flagged inefficiencies in current workflows and requested permission to fix them
  
  
• Proposed improvements to processes and communication
  
  

“He is already spotting issues and asking to fix them. That is exactly what we need.”

Why Tony Recommends Remote Leverage

• Speed without chaos: One coordinated interview block with fully vetted finalists
  
  
• Real partnership: Help with scoping the role before sourcing candidates
  
  
• Quality bar: Multiple finalists who could have been hired
  
  
• Compounding ROI: Upfront cost makes sense across the first year and becomes a bargain in following years
  
  

“If you are busy and need it done right, this is worth it. I highly recommend it.”

Results at a Glance

✅ Hired a proactive Technical Support Specialist in days
✅ Five high-quality finalists presented in one session
✅ Role clarified from CS to Tech Support before sourcing
✅ Faster support, cleaner processes, less founder context switching
✅ Confidence validated by AI review of interview recordings

Final Thoughts

My Repair App needed a partner that could listen, refine the ask, and deliver finalists who raise the bar. Remote Leverage did that and more. With Jose in place, Tony has time back for product, partnerships, and growth.