NEW YORK, USA — Horatio, a New York-based customer experience (CX) provider, has expanded its operations in the Dominican Republic. The expansion adds 600 more seats to the facility and could increase the company’s workforce to 3,000 employees.
Horatio is focusing on the Dominican Republic due to its sizable bilingual workforce, which is well-suited for serving U.S.-based customers. “By hiring locally, we create jobs while ensuring our team resonates with customer needs, fostering ownership and pride,” Alex Ross, Horatio co-founder and COO, stated.
The new facility, located in Metro Plaza, Santo Domingo, offers various amenities such as a gym, daycare services, and on-site English teachers to train employees. This marks Horatio’s second location in the Dominican Republic, with the first in Santiago.
Focus on human-centered customer service
Horatio emphasizes the importance of human agents in delivering customer service, believing they provide empathy and warmth that technology cannot replace. The company aims to create a work environment that fosters creativity and well-being for its employees.
Jose Herrera, Horatio’s co-founder and CEO, stated, “Each space at Metro Plaza was designed to redefine what a call center looks like, ensuring communal areas remain calm and support creative thinking. We wanted our team, especially those with sensory needs, to feel the space exceeded any previous work environment.”
Horatio continues to grow in response to rising demand for quality customer experience services. The company supports various industries, including software as a service (SaaS), education technology, and financial services, by blending advanced technology with personal agent interactions.
Expanding in Latin America
Founded in 2018 by Columbia Business School classmates, Horatio has become a leading nearshore service provider. Its operations now extend beyond the Dominican Republic, with a presence in Bogota, Colombia.
In recognition of its rapid growth, Horatio ranked 18th on Inc. magazine’s list of “Fastest Growing Companies in the Northeast” last February. Additionally, Herrera has been named by The International Business Awards as their 2024 Customer Service Executive of the Year in this year’s Stevie Awards last October 15.
