When I moved to Mexico City two years ago, I saw something that did not make sense. US companies were spending a fortune on customer support and back-office operations. Meanwhile, there was an incredible pool of bilingual, educated, hardworking people in Mexico City — working your timezone, sharing your culture — and most US companies had no idea they existed.
The Gap
The BPO industry was stuck in two modes. Mode one: cheap offshore call centers where agents read from scripts and customers can tell. Mode two: expensive US hires that eat into your margins.
Neither option was great for growing companies. Startups and mid-size businesses needed something in between — a team that felt like their own, at a price they could afford, with the quality they expected.
The Idea
What if we built small, dedicated teams in Mexico City — trained on each client's product, voice, and tools — and backed them with AI agents that handle the repetitive parts?
The AI handles the volume. It answers common questions, categorizes tickets, updates CRMs, generates reports, and flags issues. The humans handle everything that needs judgment, empathy, or creativity. They build relationships with customers. They solve weird problems. They spot opportunities the AI misses.
How the Hybrid Model Works
Here is what it looks like in practice. Say you are a SaaS company with 500 support tickets a week. About 60% of those are common questions — password resets, billing inquiries, feature questions. Our AI agents handle those instantly. They pull up the customer's account, find the answer, and send a response. No waiting.
The other 40% go to your human team in Mexico City. They know your product inside and out. They have access to your tools. They solve real problems and build real relationships with your customers.
The result: faster response times, lower costs, and happier customers. And you did not have to hire, train, or manage any of it.
Why Mexico City
We are based in Mexico City because it is the best place in the world for this kind of work. The talent pool is deep. The cost of living means we can pay people well and still save our clients 40-60% versus US hires. The timezone alignment means no midnight handoffs. And the culture is close enough to the US that your customers cannot tell the difference.
What is Next
We are still early. Every week we get better at training AI agents on new types of businesses. Every month our teams get more experienced. The vision has not changed: give growing companies the operations team they need so they can focus on building their product.
If your team is stretched thin and you are spending too much time on ops, we would love to talk. That is what we built Pulpo for.