Hire Horatio CX is a tech-enabled customer support outsourcing firm founded in 2018 and headquartered in New York, with operations in the Dominican Republic and Colombia. The company was founded by Jose Herrera, Alex Ross, and Jared Karson, who developed the concept while at Columbia Business School. It serves clients across fintech, healthcare, e-commerce, and technology, with a particular track record among fast-growing start-ups and small businesses.
Horatio combines technology with handpicked teams to deliver outsourced customer support that is designed to preserve each client's brand voice. The model positions the service as an extension of a client's internal culture rather than a conventional third-party operation. The company reports customer satisfaction (CSAT) scores consistently in the 90s across its client base.
The firm describes its approach as people-first, with stated investment in team members' professional development, personal wellbeing, and continuous training. This internal focus is presented as directly connected to the quality of customer interactions it delivers on behalf of clients. Horatio frames customer support not as a cost centre but as a potential source of revenue generation for the businesses it works with.