Horatio

Services & Capabilities

Service lines. The homepage lists the range and the delivery model behind it. — "Our powerful tech-stack and top-tier agents perform a range of services with nearshore and on-demand staffing" The nav and footer name the lines: customer service, back-office support, trust and safety, compliance and fraud, quality assurance and tech support, with consulting, AI implementation and Zendesk implementation as separate offers. For a buyer, the practical reading is a core customer-support business with adjacent risk and operations work attached.

Customer service. The firm sells round-the-clock coverage across channels. — "Receive 24/7 customer service solutions" The page names email, live chat, in-app and phone as the channels, which makes this a multichannel desk and not a voice-only contact centre.

Launch speed. Onboarding is presented as quick and staged. — "Launch your CX solution in as little as 2 weeks" The three steps shown are hiring and knowledge transfer, training and calibration, and launch and optimisation. A two-week claim is a best case for a small team; larger programmes should be tested against the training and calibration step, which is where ramp time normally sits.

Support structure. The firm says a team comes with management layers around the agents. — "Behind every team is a full support structure" / "trainers, workforce managers, customer success leaders, and QA specialists" This matters for the pricing comparison, because a quoted agent rate that includes trainers and workforce managers is not comparable with a bare seat rate.

Compliance and fraud work. The homepage describes financial-services support as fraud detection, claims processing and customer assistance. — "Ensure secure, compliant, and efficient operations with expert support in fraud detection, claims processing, and customer assistance"

Platform implementation. Beyond staffing, the firm sells configuration of the tools its agents work in. — "Horatio helps brands implement and optimize platforms like Zendesk" That is a consulting line that can open an account before any agents are hired.

Client Base & Market Position

Client count and satisfaction. The firm reports a client base and a satisfaction score. — "96% Average Horatio client CSAT" / "100+ Enterprise brands trust us" Both are self-reported, and the page gives no survey method, sample or date, so the CSAT figure supports a conversation about measurement rather than a benchmark.

Named client voices. The homepage carries testimonials from named client executives. — "I just can’t find another BPO of the same quality, of the same customer care" / "they’re not just a vendor" The quotes name individuals and titles but no company appears beside them in the page text, so a buyer cannot trace them to reference calls without asking.

Sectors. The industries pages cover eight verticals. — "Deliver seamless shopping experiences with tech-enabled support, from customer inquiries to order management and fraud prevention" The remaining verticals are financial services, edtech, healthcare, SaaS, technology, travel and hospitality, and video games. The spread is wide for a firm of this size.

Growth rankings. The firm cites the Inc. fastest-growing lists. — "Named #354 on the Inc. 5000 list for 2024" A later release on the firm's awards page reports a regional ranking. — "Inc. Names Horatio #27 on Its 2025 List of the Fastest-Growing Private Companies in the Northeast" A growth ranking shows momentum, not absolute size.

Client events. The firm runs an annual client summit. — "Horatio Hosts Successful Third Annual Client Summit, Spotlighting Innovation and Economic Development in Latin America" The summit is a retention tool as much as a marketing one, and a third edition indicates the programme has run for several years.

Delivery Infrastructure & Operations

Locations. The firm's own pages give postal addresses for five offices. — "Metro Plaza, 4th Floor, Santo Domingo, Rep. Dom." / "1111 Brickell Ave 10th floor suite 60, Miami, FL 33131" The same page lists Santiago in the Dominican Republic, Bogotá in Colombia and San Pedro Sula in Honduras. The footprint is built around the Dominican Republic, with Miami as the US-facing office.

Seat capacity. The trade press reports the most recent Dominican addition. — "adding 600 seats to its recently inaugurated facility in Santo Domingo" Seat capacity is a ceiling, not occupancy, so it does not by itself prove headcount.

Honduras. The newest site opened in 2026. — "The facility launches with approximately 500 seats and an initial workforce of 20 to 60 employees" A site opening with a small initial team and a large seat ceiling is a staged ramp, and the next dated headcount is the thing to watch.

Delivery model. The firm works from offices and not from homes. — "Horatio operates an in-office delivery model across all markets" An in-office model supports the security and compliance claims in the Technology section, at the cost of the labour-pool flexibility a remote model offers.

Time-zone fit. The location argument is geography. — "San Pedro Sula offers time zone alignment with the eastern United States, strong English proficiency, and cultural affinity with North American markets" The three sites put delivery in or near US time zones, which is the nearshore trade against the lower labour cost of Asian delivery.

Employee amenities. The firm invests in the site as a retention tool. — "The newly expanded office boasts a range of amenities designed to enhance employee well-being and productivity" The homepage lists free meals, transport, an on-site gym and therapists. These are costs the firm carries to hold agents in a competitive labour market.

Ownership, Financials & Scale

Headcount, firm claim. The firm's page states a workforce figure. — "3k+ Employees and rapidly growing" It is undated.

Headcount, dated reporting. A September 2026 report gives a higher count. — "more than 3,500 employees" An October 2024 trade report gave a lower one. — "brings the company’s total workforce to nearly 3,000 employees" The directory's listing dates that report. — "Horatio expands Dominican Republic operations, adds 600 seats Oct 15, 2024" The firm's undated claim and the 2024 report agree on roughly three thousand staff, and the 2026 report puts the count higher, so the count has risen over time.

A conflicting directory figure. The directory's review text carries an old estimate far below both. — "Horatio’s current company size is estimated to be 109 employees" That text is undated and conflicts with the firm's own statement and the dated report.

No public revenue figure was found. A recent trade report says only that the company has reached a range of annual revenue, not a figure. — "has reached nine figures in annual revenue" The platform record's revenue field is an undated enrichment estimate.

Ownership. The firm presents itself as founder-led by its three co-founders. The September 2026 report says it has not taken outside capital. — "all without raising outside capital" The directory classes the firm as private, and the contracting entity is not stated on the firm's pages.

Scale read. On the latest dated report, Horatio is a mid-sized nearshore provider with more than three thousand staff across several delivery centres. That puts it in the middle of the nearshore market, well above boutique firms and well below the large listed operators.

People, Leadership & Culture

Chief executive. Trade coverage names the chief executive with his title. — "said Jose Herrera, CEO and co-founder of Horatio" The firm's own page describes his remit. — "helps set the strategic vision of Horatio and leads all growth, sales, marketing efforts for the company" The directory adds his earlier career. — "Former Vice President of Morgan Stanley, Jose Herrera, now steers all of Horatio’s marketing, sales, and growth efforts" He was also recognised by name in the 2025 Stevie awards. — "Jose Herrera, was awarded the gold medal"

Co-founders. The finance and operations leads are named in trade coverage. — "said Jared Karson, CFO and co-founder of Horatio" A later report names the operations chief. — "Horatio, co-founded with CFO Jared Karson and COO Alex Ross" The firm's own page describes the operations role. — "Alex leads operational strategy & client service at Horatio" A three-founder team that all remain in executive roles is a continuity signal, though it also concentrates decisions in three people.

Founders' backgrounds. The directory gives the finance backgrounds of two of them. — "Jared Karson is also a former Vice President of PineBridge Investments in the trio’s equity group" The firm's own text does not repeat these histories, so they are directory-sourced.

Culture claims. The firm states a people-first position. — "The secret to our success is our people" / "Not only do we heavily invest in their professional growth, but also in their personal wellbeing" The homepage describes wellness benefits. — "From free lunch and transportation to an on-site gym and therapists" These are described, not measured: the firm's pages give no attrition, tenure or engagement figures.

Workplace awards. The awards page lists Great Place to Work recognition in the Dominican Republic. — "2024 Great Place to Work Dominican Republic" For an operation whose product is its agents, an independent workplace listing is one of the few external checks on the culture claim.

Technology & Innovation

Security certifications. The firm publishes a certifications page. — "SOC2 + Type 2" / "ISO 27001 Information Security Management" The page also lists HIPAA compliance and a payment-card standard. — "PCI DSS v4.0.1" These are the credentials regulated buyers ask for first. The page does not give certificate numbers, auditor names or dates, so scope and currency should be requested.

Site-level certification. The Honduras report says the new site carries the firm's certification. — "The facility will carry Horatio’s ISO/IEC 27001 certification" That is a forward-looking statement, so a buyer routing work to Honduras should ask whether the site has been audited.

Platform partnerships. The partnerships page names a dozen tools. — "we collaborate with top-tier technology partners to deliver seamless, high-impact customer experiences" The page lists Zendesk, Dixa, Gladly, Yotpo, Ada, Loris, Medallia, Aircall, Gorgias, Kodif, Hark and Tidio, with Zendesk shown as the premier partner. Training agents across many helpdesk and AI platforms lets the firm slot into a client's existing stack instead of forcing a migration.

AI. The homepage frames the service as human plus AI. — "Get a seamless human + AI support operation off the ground" The AI implementation line is a service offer, and the firm's pages name no proprietary platform, no model, and no measured outcomes such as resolution or handle-time changes. The technology story is partner-led.

Strategic Assessment

Strengths

Nearshore position. Three Latin American delivery countries in US-aligned time zones, with a Miami office, give the firm a clear geographic case, supported by the Honduras report quoted under Delivery.

Certification stack. Service-organisation, information-security, health-data and payment-card credentials on a public page support bids in healthcare and fintech.

Founder continuity. All three co-founders are in named executive roles in the trade coverage cited above.

Growth record. The firm reports Inc. growth rankings in consecutive years, which show sustained growth rather than size.

Risks and Vulnerabilities

Mixed headcount sources. The firm's own workforce claim is undated, and the dated counts come from trade reports about two years apart, so a buyer should ask the firm for a current figure.

Conflicting directory text. The directory's review text carries a far smaller workforce estimate than the firm, which makes the directory unreliable on size.

No financials. The firm publishes no audited accounts, and the only revenue statement is a range in a trade report. Inc. rankings measure growth, not size.

Concentration. Operations sit in a small number of countries, and the Dominican Republic hosts two of the sites and the largest recent seat addition, so a country-level disruption would reach much of the delivery base.

Self-reported performance. The satisfaction score and the client count carry no method or date.

Opportunities

Regulated verticals. The certification stack and the compliance and fraud service line point to financial-services and healthcare accounts as the premium segment.

Implementation-led entry. The platform-implementation line can open accounts before agents are hired.

Honduras ramp. The new site's seat ceiling is far above its starting workforce, which leaves room for growth without new construction.

Outlook

Horatio is a founder-led nearshore customer-experience provider with more than three thousand staff on dated reporting, delivery centres in the Dominican Republic, Colombia and Honduras, and a security-certification stack aimed at regulated buyers. The facts a buyer cannot yet confirm are the contracting entity, audited financial strength and the audit status of the newest site. Those are the items to request before a contract.

Record and Tier Note

The platform record lists the firm as Horatio with a United States headquarters, a workforce figure consistent with the firm's own claim, and an undated enrichment revenue estimate. The record's industry field names a single media and entertainment vertical. The record's leadership list holds about fifty rows, and most belong to other people and organisations that share the name or the title, among them a film director and a psychiatric clinic; the firm's own executives are the three co-founders, Jose Herrera, Jared Karson and Alex Ross. Its news items include three dated within the last quarter before this brief: a payment-provider campaign launch, the latest Refresh Miami report and an Inc. ranking for the fourth consecutive year.

Tier B. The firm is private, publishes a headcount of its own and is reported at more than three thousand staff.