Case Studies / Inside MacPaw's Outsourced Customer Support Story. 15 Years of Partnership with SupportYourApp

Case Study

Inside MacPaw's Outsourced Customer Support Story. 15 Years of Partnership with SupportYourApp

By Maksym Kryzhanovskyi, Service Delivery Manager

For companies that need support in multiple languages

Updated on September 17, 2026

Services

Customer Support
Technical Support
System Setup and Integration

About the Company

Location

Global
Language

English, French, German, Chinese

MacPaw is a global technology company founded in Kyiv, Ukraine, with offices in Boston, MA and across the EU, building an ecosystem of software, services, and AI-powered experiences for people who live on Mac. Designed around a deep understanding of Mac users, MacPaw creates thoughtful technology that helps users and developers get more from their devices and workflows.

Good customer support is like service in a restaurant: flawless and almost invisible. SupportYourApp’s work often went unnoticed or barely noticed at all, and now, as we migrate everything to internal or autonomous systems, I'm realizing more and more just how much their team was actually doing.

Volodymyr Radchenko

Head of MacPaw Customer Relations Service

Challenges

Limited language coverage

Due to the lack of French, German, and Chinese speakers on the support team, growth in Europe and Asia was blocked.
Ticket volume outpaced the team

Phone, chat, and email requests kept climbing, with no headcount to match.
Undefined support structure

Training plans, knowledge base, and role definitions were still being formed as the team scaled.

Solution

Customer Support Outsourcing Built Around MacPaw

We became the main pillar of MacPaw's customer support department. Dedicated and shared agents covered phone, chat, and email, including Chinese support on WeChat.

Building a 24/7 multilingual customer support team

19 English 24/7 agents, plus French, German, and Chinese speakers on rotation.
Covered every customer channel

15 international phone lines, live chat in Intercom, and email through Zendesk.
Opened Chinese WeChat as a new channel

Five dedicated Chinese-speaking agents brought MacPaw into the Asian market.
Set up the full support stack

Configured Zoom, TeamViewer, Paddle, Slack, and Confluence workflows.

Build a multilingual customer service team that grows with your product

Connect with Us

Results

For 15 years, our outsourced customer support team handled the bulk of MacPaw's daily ticket flow. Their L2 specialists focused only on escalated cases. We opened three new language markets, covered multiple channels, and gave the internal team room to focus on product-side work.

Years of partnership

Languages covered across channels

New markets opened with native-speaker support

Maksym Kryzhanovskyi

Service Delivery Manager

With nine years in customer service, including more than three years at SupportYourApp, Maksym brings a strong blend of empathy and client focus to his role as a Service Delivery Manager. He excels at building lasting relationships that get results. Beyond the office, you’ll find him running, exploring psychology and self-development, or enjoying quiet evenings with his wife and kid.

Posted on September 16, 2026