Helping’s Scale-Up Fueled by High Retention and Seamless Offshore Support
7
Penbrothers Employee
86%
Employee Retention
2023
Client Tenure
75%
Financial Savings
Key Results
- Improved Talent Acquisition Quality
- Expansion to Germany
- 86% Employee Retention
86% Retention, Global Expansion with Reliable Offshore Teams
How Helpling scaled with Penbrothers while boosting talent quality and support delivery.
Key Results
- Improved Talent Acquisition Quality
- Expansion to Germany
- 86% Employee Retention
Who is Helpling
- Leading online marketplace connecting customers with trusted providers for household tasks like cleaning, elderly care, and appliance repair.
- Operating since 2014, Helpling streamlines service bookings with a transparent, user-friendly platform across multiple regions.
- Enables service providers—such as cleaners and craftsmen—to easily find clients, creating new work opportunities and driving industry growth.
The Challenge
Difficulty in Sourcing Quality Talent
New customers preferred assisted onboarding with knowledgeable staff, but Helpling lacked eloquent communicators, leading to lower conversion rates.
Talent Skill Gap in Emerging Markets
Candidates from other countries lacked the customer service finesse found in Filipino staff (Aruga ng Pinoy), limiting their ability to handle front-end support effectively.
Scalability and Admin Burden
Helpling needed to quickly scale their team but faced difficulties managing the tedious administrative tasks that come with hiring offshore employees.
The Solution
Comprehensive and Fast Talent Outsourcing and Expansion
Penbrothers provided Helpling with fast access to skilled Filipino talent within 30 days, leveraging their renowned customer service finesse (Aruga ng Pinoy).
End-to-End Admin Management
Penbrothers managed all offshore hiring admin tasks, including EOR services, allowing Helpling to focus on core activities.
Employee Success Through Hypercare
Penbrothers provided ongoing feedback via 90-day Hypercare framework—a support system ensuring effective onboarding and integration—creating an environment for employees to thrive with enhanced performance.
“I wanted a reliable and hardworking team, and Penbrothers delivered.”
Giampaolo Castro
Category Lead, Helpling Singapore
The Result
Improved Talent Acquisition Quality
Helpling quickly hired quality talent, reducing inefficiencies and minimizing hiring risks, leading to a stronger team.
Expansion to Germany
Success of Singapore team led Helpling’s Germany HQ to expand collaboration with Penbrothers, resulting in additional hires.
86% Employee Retention
86% of outsourced employees stayed beyond 12 months, proof of Penbrothers’ strong recruitment, cultural fit, and continuous Hypercare support.
Team
Conclusion
- Helped Helpling overcome hiring challenges by quickly delivering skilled Filipino talent with exceptional customer service expertise.
- Outsourced HR administration and integrated the Hypercare framework, enabling efficient scaling without compromising service quality.
- Achieved 100% employee retention, laying a strong foundation for regional expansion.
- Proved the strategic value of investing in offshore talent that aligns culturally and thrives long-term
“I wanted a reliable and hardworking team, and Penbrothers delivered. The remote work aspect also made it appealing to candidates.”
Giampaolo Castro
Category Lead, Helpling Singapore
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