Launching High-Touch Concierge Support at Scale: Hugo & Outschool
TL;DR
Outschool partnered with Hugo to launch a premium concierge support service for its education platform. After previous vendors failed to deliver quality support, Hugo redesigned the agent selection process and created a comprehensive training program focused on empathy and problem-solving. The solution delivered immediate results: Hugo scaled the team 7x within seven weeks while maintaining a 97%+ CSAT score.
Executive Summary
After previous vendors failed to meet quality standards, Outschool partnered with Hugo to launch a premium concierge support service for its top-tier users. Building on established trust from our existing CX & content moderation partnership, Hugo implemented a tailored approach focused on precise talent selection and structured onboarding and deep operational collaboration.
The results spoke for themselves: consistent 97%+ CSAT scores from launch, successful scaling from 2 to 15 agents within just 7 weeks, and transformation of the service into a potential strategic growth driver for Outschool.
The Client: Outschool
Outschool is a leading education technology platform connecting learners aged 3–18 with thousands of live, interactive online classes taught by independent teachers. From core academics to unique interests like coding, art, and life skills, Outschool’s mission is to inspire a lifelong love of learning through small-group, interest-driven educational experiences.
The Challenge
To enhance the experience for top-tier users, Outschool aimed to pilot a high-touch concierge support service in early 2025. However, several challenges stood in the way:
- Prior Attempts Falling Short: Previous initiatives with agencies and internal teams failed to meet expectations, largely due to quality issues and a lack of specialized focus.
- Talent Requirements: The concierge role demanded exceptional empathy, proactive problem-solving, and adaptability, qualities difficult to source and retain at scale.
- Scalability Needs: As the service gained traction, Outschool needed a solution capable of rapid growth without sacrificing the high-quality, personalized experience.
The Solution
Hugo approached the challenge by first understanding what had gone wrong in previous attempts.
Strategic Agent Profiling & Selection
Rather than focusing solely on traditional experience markers, Hugo developed a research-driven selection process targeting specific behavioral traits linked to concierge success. Candidates underwent behavioral assessments and situational judgment tests that evaluated empathy, conscientiousness, and adaptability—qualities that proved essential for high-touch support situations.
Structured Onboarding
The onboarding process deliberately moved beyond script-following to foster critical thinking and ownership. During the focused two-week program, agents learned not just procedures but the underlying rationale behind the service, enabling them to make nuanced decisions when facing new situations. This approach created agents who could deliver personalized interactions from day one.
Iterative Improvement & a Collaborative Partnership
What truly differentiated the implementation was the integration between frontline support and broader business operations. Hugo established structured feedback channels that allowed agents to surface insights directly to Outschool’s product teams. By analyzing user interactions across communication channels (SMS/Email using Intercom/Coda), the team continuously refined their approach, keeping the concierge experience relevant and customer-centered.
The Results: A High-Touch Service Built for Scale
- Achieved and maintained 97%+ CSAT from the initial launch through scaling, demonstrating consistent high-quality service delivery.
- Scaled the team from 2 to 15 agents (over 7x growth) within 7 weeks to meet increasing demand, without compromising service quality metrics.
- Executive Endorsement & Strategic Co-Development: Hugo’s success earned strong executive buy-in from Outschool, solidifying its role as a trusted partner in shaping its broader CX strategy and co-developing future experiments.
- Established a proven blueprint for future concierge talent selection and onboarding, ensuring sustainable quality.
A Blueprint for Premium Support Success
Leveraging its strategic and methodical approach, Hugo helped Outschool launch a premium support experience that met and exceeded expectations. By embedding quality, adaptability, and operational foresight from the start, Hugo positioned the concierge support initiative not just as a successful pilot but as a potential long-term differentiator for Outschool’s business.
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