Sirius Support and our distinct service delivery strategy began when our co-founders, Craig Mills and Peter Fernandez, met while working for a private equity firm in the United States. ESW Capital, the corporation for which they worked, was on a buying binge, acquiring financially troubled SaaS startups at a rate of at least one new company per week.

Craig and Peter oversaw various teams totaling 300+ FTE (working 100% remotely in a pre-COVID environment) at the height of the project, supporting an eclectic mix of 100+ unrelated software assets. They honed their capacity to attract exceptional support agents from all around the world, cross-train them to support numerous products, swiftly gather documents, and disseminate product and process information into a well-organized and simple-to-consume structure so agents can solve problems. There was a constant drive throughout the business to minimize the cost of service delivery while boosting customer satisfaction. This resulted in an attitude of continuous process improvement, ongoing agent training, and an established quality-first mindset. All of this was done to benefit ESW Capital and its portfolio companies.