Case study · Retail

How a Leading Ecommerce Marketplace Scaled Customer Operations from 25 to 1,650 FTE in 90 Days

A fast-growing ecommerce marketplace partnered with Fusion CX to scale buyer and seller support from a 25-FTE pilot to 1,650 FTE in just 90 days, while lowering buyer interaction costs and improving customer experience across multiple channels.
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Customer support agents on a large ecommerce marketplace operations floor handling buyer and seller support
25-FTE → 1,650 FTE
in <90 days
Client
Leading ecommerce marketplace
Industry
Retail · Ecommerce marketplace
Services
Buyer support, seller support and marketplace operations
Delivery
Voice, email, chat and social media
The results

Marketplace-scale support, delivered at speed.

Measured outcomes across buyer experience, seller operations, and operational scale.
1,650 | FTE ramped in 90 days 18% | lower buyer interaction cost >87% | buyer CSAT achieved
01Challenge

Rapid marketplace growth was outpacing the customer operations model.

The marketplace was expanding quickly across both buyers and sellers. Customer interactions were distributed across voice, email, chat and social media, while seller support extended into more complex marketplace operations.

The challenge was not simply adding people. The client needed to scale rapidly while improving consistency, customer effort and operating economics.

Rapid capacity requirements

A small pilot needed to expand to enterprise scale within weeks.

Fragmented buyer journeys

Customer interactions were spread across multiple channels and workflows.

Seller operations complexity

Seller support involved requirements beyond traditional customer service.

Cost and experience pressure

The operation had to scale while improving service quality and controlling interaction costs.

02Solution

A scalable marketplace support model built for rapid growth.

Fusion CX combined flexible staffing, contact-driver-based training and connected customer workflows to create an operating model that could expand with marketplace demand.

Just-in-time workforce scaling

Capacity was aligned with changing transaction and contact volumes instead of relying on a fixed staffing model.

Contact-driver-based training

Training was structured around the most frequent buyer and seller interaction types, helping new agents become productive faster.

Connected customer workflows

Previously fragmented processes were brought into a more consistent cross-channel operating model.

Buyer and seller support

The program was structured to address the different service requirements of marketplace buyers and sellers.

03Impact

Rapid scale without sacrificing customer experience.

The initial 25-FTE pilot expanded to 1,650 FTE within 90 days, creating the capacity required to support a rapidly growing marketplace. At the same time, Fusion CX helped reduce buyer interaction costs by 18% while achieving CSAT above 87%. The engagement subsequently expanded further as Fusion CX took on broader responsibilities across buyer and seller operations.

What began as a 25-FTE pilot became a large-scale marketplace operation spanning customer experience and seller support.

04Key insights

What high-growth marketplaces can take from this.

  • Hypergrowth requires a workforce model designed for rapid expansion.
  • Training built around actual contact drivers can shorten time to productivity.
  • Connected workflows improve consistency across customer channels.
  • Buyer and seller operations require different support models.
  • Cost efficiency and customer experience can improve even during aggressive scaling.
Download the full case study

In this case study, you’ll see:

How the operation grew beyond the initial 1,650-FTE ramp
How Fusion CX structured buyer and seller operations differently
How lending and seller monetization became part of the engagement
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Leading Ecommerce Marketplace
Case study · Retail

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