Nikonomics - The Economics of Small Business 95 - How This Entrepreneur Built a $1.2M/Month Outsourcing Empire with Nathan Yap
Dec 11, 2024
Nathan Yap, founder of Support Zebra, has transformed customer service outsourcing with his $1.2M MRR business. He shares insights on scaling operations and the evolution of outsourced customer service into a collaborative model. Nathan discusses his journey from medical billing to specializing in SaaS and e-commerce. He highlights the challenges of navigating COVID-19's impact, leveraging international resources, and the evolving role of AI. His story is a deep dive into trust, culture, and the future of remote work.
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Support Zebra's Origins
- Support Zebra started in 2009 after Nathan's family's hospice sought better medical billing.
- Leveraging family connections in the Philippines, they set up an office, which evolved into Support Zebra.
The Copper Mining Venture
- Nathan's pre-Support Zebra venture involved exporting copper ore from the Philippines to China.
- The 2008 financial crisis drastically lowered copper prices, causing the venture to fail after initial investments.
Niching Down to SaaS and E-commerce
- Support Zebra initially accepted clients from various industries.
- They later niched down to SaaS and e-commerce after recognizing these sectors' consistent growth and potential.