How Big Pete’s built a reliable support team that could enable 24/7 operations
Big Pete’s Treats
E-commerce & Retail
February 13, 2026
E-com & Retail
Industry
United States
Location
Employer of Record (EOR)
Engagement model
2 Full-Time, 1 Fractional
Hires
The Challenge
Scaling fulfilment without operational strain.
Scaling product and fulfilment support in a regulated environment
Big Pete’s Treats was experiencing growth across its online storefront and distribution channels.
However, increasing order volumes and customer interactions placed significant strain on existing support and fulfilment processes.
Operating in a regulated industry added additional complexity around documentation, accuracy, and response timelines.
The business required reliable, compliant support without increasing internal overhead.
The Objective
Ralent was engaged to design and deploy a hybrid product and fulfilment support team capable of managing customer queries, order processing, and coordination with logistics partners.
The objective was to combine full-time execution with fractional capacity to ensure consistent coverage, operational accuracy, and scalability—while maintaining regulatory discipline.
The Solution
Hybrid support model under EOR
Ralent designed and deployed a blended support team under its Employer of Record framework, managing:
Role scoping and workflow design
Full-time and fractional talent sourcing
System access and process integration
Performance monitoring and reporting
HR, payroll, and compliance management
This enabled rapid deployment without administrative complexity.
The Outcome
Operational stability and improved service quality
Within months of engagement, Big Pete’s Treats achieved:
Improved order accuracy and documentation compliance
Faster customer response times
Reduced manual workload for internal teams
Consistent backend support across time zones
This created a dependable operational foundation to support continued growth.
The team Ralent provided us has been extremely efficient and dependable. They understand our workflows, respond quickly, and consistently deliver high-quality support. We’ve been very happy with the partnership.
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