COMMITMENT 01
C2 English standard
Every operator on a client team passes C2-level English proficiency. The first time you hear from your support team, the language standard is invisible.
supportaccepting pilots
outsourced human customer service that runs like your own team.
Aulden Support builds and staffs the customer service team for SaaS, agencies, and e-commerce operators who need real coverage without the overhead of an internal team. US-managed from Marshall, Minnesota. Operated by a dedicated team in Addis Ababa, Ethiopia.
HOW SUPPORT STARTS
- 01pilot scope1 wk
- 02structured pilot4 wks
- 03embedded continuationongoing
how we deliver
04 commitmentswhat Aulden Support commits to
COMMITMENT 02
Defined service-level agreements
First-response time, resolution time, and quality thresholds written into every engagement before the first ticket lands.
COMMITMENT 03
Dedicated team, never shared
Operators are assigned to one client, not shared across accounts. You get a team that learns your product, not a generalist pool that forgets it.
COMMITMENT 04
Four-week structured pilot
Engagements start with a defined pilot scope, fixed timeline, and clear success metrics. You see the team in action before committing to the longer engagement.
methodology
04 phaseshow Aulden Support works
01
scope and onboard
We map your existing support surface: ticket volumes, channel mix, current SLAs, escalation patterns, and the product knowledge a new team needs. The output is a written pilot scope you sign off on before any operator joins.
DURATION
1 week
02
train and stand up
Operators are trained on your product, your tone, your escalation paths. Training runs against real ticket samples (anonymized). By the end of week one of the pilot, the team handles live tickets supervised by an Aulden lead.
DURATION
1 week of pilot
03
operate with two-team coverage
The team runs your support during your working hours, with overlap from a second cohort that handles overnight and weekend coverage if you want it. Daily standups, weekly QA review, monthly metrics.
DURATION
4 weeks of pilot, then ongoing
04
report and improve
Every week of the pilot ends with a written report: SLA performance, common ticket patterns, knowledge-base gaps, and operator-driven recommendations for your product. The report is yours to act on, not a sales upsell document.
DURATION
weekly, continuous
team
02 leaderswho you'll work with
LEADER 01
Bityana Yishak
founder and ceo
Marshall, Minnesota
Bityana Yishak is the founder and CEO of Aulden. She started the firm to solve a problem she'd seen repeatedly: small businesses needing real engineering and customer service help, but stuck choosing between expensive agencies and unreliable contractors.
Bityana holds an MBA, an MS in Cybersecurity, and a BS in Computer Science from SMSU. She serves as Program Chair for ISC2's Minnesota and Western Wisconsin chapter, where she shapes cybersecurity programming for professionals across the region. She co-hosts Southwest MN Hacks, the first regional student hackathon in southwest Minnesota, with Schwan's as platinum sponsor. She has also contributed to a UN/Camara education technology project.
LEADER 02
Selina Habtamu
head of Ethiopia operations
Addis Ababa, Ethiopia
Selina Habtamu leads operations for Aulden's Addis Ababa team, the side of the firm that runs day-to-day delivery on Support engagements and the production-build phase of Studio projects.
Her remit covers the people side of how Aulden actually ships: hiring and training the customer service operators who staff client coverage, coordinating with the Marshall office on schedules and case escalations, and keeping the Addis Ababa team aligned on the quality bar that Aulden commits to every client.
pilot
04 weekshow to start a pilot
STRUCTURED PILOT
A defined four-week engagement that proves the team works for your operation before you commit further.
SCOPE
- Defined ticket volume and channel mix written into the engagement
- Dedicated operator team trained on your product
- Two-team coverage (your hours + overnight/weekend overlap on request)
- Weekly written report on SLA, patterns, and recommendations
TIMELINE
4 weeks
STARTING AT
scope on request
questions
04 answerscommon questions
where is the support team located?
Operators are based in Addis Ababa, Ethiopia, working hours that overlap with US Central time. The engagement is managed from Marshall, Minnesota with daily and weekly coordination between both teams. Clients work with Aulden through US-based account contacts; the operational delivery happens in the Addis Ababa office.
how does the pilot scope work and what does it cost?
A four-week structured engagement with a defined ticket volume, channel mix, and coverage schedule agreed upfront. Pricing varies by volume, channel complexity, and overnight coverage requirements; we scope each pilot individually based on your existing support data. The pilot ends with a written go/no-go decision and a continuation contract if you want to extend.
what about security and compliance?
All operators sign NDAs before any client data touches the engagement. Aulden is pursuing SOC 2 Type I attestation; the current state of that work is documented in our security overview, available on request. For clients with HIPAA, PCI, or other regulated workloads, the pilot scope conversation includes the specific compliance posture required.
how does scaling work after the pilot?
Most engagements continue as an Embedded Support contract after the pilot completes: same team, expanded scope. Scaling typically means adding operators, extending coverage hours, or adding channels (chat to email, email to voice, etc). We do not subcontract operators to other clients during your engagement; scaling means hiring and training new dedicated team members.
start a pilot
ready to scope a pilot?
Tell us about the support surface you need covered. We respond within one business day with a pilot scope draft.