Say the accurate thing
It is easy to overstate what an architecture guarantees. We would rather describe our controls precisely and have them survive scrutiny.
We started with the security problem.
Outsourced support usually works because everybody agrees not to look too closely at how it is delivered. We wanted to build the version that holds up when somebody does look.
Where we are
The CX stands for customer experience. Citadel CX is a Canadian company based in Calgary, Alberta, and our infrastructure runs in Canadian cloud regions. Our support team is based in Lagos, Nigeria, working from a managed office on company equipment. We say so openly, because you should know where your customer conversations are handled — and because how we deliver the work is the part we are most confident about.
What we hold to
Good support is judgment
The contacts that matter are the ones no script anticipated. Hiring well and training properly is not an overhead we try to avoid.
Controls before scale
The security model came first and the service was built on top of it. That order is harder at the start and much easier afterwards.
Early days
We are a new company taking on our first clients. If you are weighing support options and want to talk to the people actually building this, that is exactly who you will get.