CASE STUDY | INSURANCE TECHNOLOGY

Mivation: From struggling-to-scale to the “best team we’ve ever had”.

This case study showcases how Mivation overcame a persistent recruitment barrier by building a dedicated team in the Philippines. As the growing SaaS company struggled to find qualified technical support and customer service candidates locally, it began exploring offshore staffing as a way to access a deeper talent pool and support its growth.

It examines why Mivation selected MicroSourcing, how a structured onboarding process created early confidence and how the quality of the first candidates validated the decision to offshore.

Discover how an initial team of three grew into 13 employees across seven distinct job profiles, becoming closely integrated with Mivation’s culture, operations and long-term direction.

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Turning a recruitment barrier into a scalable capability

Mivation’s challenge was not ambition or customer demand, but a recruitment pipeline that could not supply qualified candidates for roles supporting software used to calculate commissions and payroll. By looking beyond its local market, the company used offshore staffing not simply to add headcount, but to build the capable, dependable team needed for its next stage of growth.

A support solution that became part of the business

What began as a response to a recruitment problem has developed into a broader operational capability. The team is not only larger; it has accumulated product knowledge, taken on new responsibilities and become increasingly aligned with Mivation’s future direction.

From three employees to 13

Mivation began with three hires in a blended customer service and technical support role. The team has since grown to 13 employees as new operational requirements emerged.

Seven distinct job profiles

The offshore operation now spans seven different job profiles, extending beyond its original support remit into roles that strengthen Mivation’s wider service operation.

Talent with room to develop

Employees who began in customer service have been able to apply their education and experience to different areas of the business, creating opportunities for the team’s capability to grow alongside the company.

An ongoing and expanding partnership

Since beginning in 2021, the Philippine team has become deeply embedded in Mivation’s operations. The partnership remains active, with further growth anticipated.

FAQs Section

When should a growing business consider looking beyond its local talent market?

It may be time to explore other talent markets when repeated recruitment efforts are producing too few qualified candidates or delaying important growth plans. Mivation considered offshoring after its local hiring pipeline could not consistently provide suitable technical support and customer service applicants.

How can a business assess an offshore staffing provider?

Why is onboarding important when establishing an offshore team?

Which roles should a business offshore first?

How can offshore employees become part of the company culture?

How can an offshore team evolve after the initial roles are established?

About MicroSourcing

MicroSourcing empowers organizations to scale through dedicated offshore and nearshore teams, combining skilled talent, certified operations and trusted delivery to create measurable, long-term impact for businesses and professionals.

We envision a world where businesses of every size, location and industry can access the tools, talent and infrastructure they need to operate and grow - and where highly skilled professionals have access to meaningful opportunities beyond their local job markets.

MicroSourcing operates in the Philippines and Colombia across 13 service delivery centers, servicing 1,000+ clients and over 10,000 employees.

8,000+ unique profiles hired across industries and business sizes
200,000+ job-ready candidates screened
60% of clients began small and then scaled