From 4 to 60: Pet Circle Saves $4.5M and Cut Costs by 71%

Pet Circle, one of Australia’s fastest-growing eCommerce platforms, faced the challenge of scaling fast while keeping costs under control. With customer demand soaring and local hiring becoming expensive, they turned to Satellite Office to build an offshore team in the Philippines. Starting with just four staff, Pet Circle has now scaled to 60 employees across customer service, finance, IT, and marketing — saving over AUD $4.5M annually and cutting back-office costs by 71%.

“Our team in the Philippines is an extension of our Sydney team — and that wouldn’t be possible without the support from Satellite Office.”

— Glen Robinson, VP of Customer Experience, Pet Circle

About Pet Circle

  • Industry: Australia’s fastest-growing eCommerce platform for pet needs
  • Roles offshored: from 4 to 60 offshore team members in less than 10 years
  • Offshore functions: Customer Service, Digital Marketing, IT & Development, Finance

 

Challenge

  • Needed to scale teams rapidly to meet growing customer demand
  • Rising costs of hiring and retaining talent in Australia
  • Risk of customer experience declining due to limited local resources
  • Required a solution that could integrate seamlessly with Sydney operations

  • Needed support across multiple business functions beyond customer service

Solution

  • Started with 4 staff in customer service, finance, and marketing; scaled to 60 
  • Expanded offshore support across 4 key business functions 
  • Provided dedicated, branded workspace with real-time live feed to Sydney 
  • Maintained collaboration through regular visits and video conferencing 

Key results

  • Offshore team grew from 4 to 60 employees 
  • Achieved 71% reduction in back-office costs 
  • Saved AUD $4.5M annually 
  • Maintained seamless integration between offshore and Sydney teams 

What Roles Were Offshored?

Starting with just four roles across customer service, finance, and marketing, Pet Circle quickly realised the value of offshore capability. Within 10 years, the team expanded to 60 specialists across four critical business functions.

Outsource by Role

Marketing

  • Senior Digital Designer
  • Digital / Graphic Designer
  • Email Marketing Specialist
  • SEM Specialist
  • Merchandising Assistant
  • In-House Veterinarian

IT & Development

  • Development Manager
  • Front End Web Developer
  • Java Developer
  • Test Automation Engineer
  • IT Admin Assistant 

Client Experience

  • Client Experience Manager
  • Customer Service Executive
  • Customer Service Representative
  • Live Chat Support Agent
  • QA Analyst

Finance

  • Financial Controller
  • Senior Accountant
  • Pricing Analyst
  • Accountant

“Our team in the Philippines is an extension of our Sydney team — and that wouldn’t be possible without the support from Satellite Office.”

— Glen Robinson, VP of Customer Experience, Pet Circle

A Partnership Built for Performance: Satellite Office and Pet Circle

Pet Circle’s partnership with Satellite Office demonstrates how offshore teams can deliver both rapid scale and long-term efficiency. By starting small and expanding strategically across multiple functions, they built a team of 60 offshore staff that not only reduced costs but also maintained strong cultural alignment and customer experience standards. The result: a smarter, more sustainable operating model that gives Pet Circle the capacity and confidence to continue leading in Australia’s eCommerce sector.

Why Satellite Office

Your offshore team is one conversation away 

Book a free strategy call with our team and understand all the ins and outs of offshoring:

  • Understand your objectives and discuss roles to offshore
  • Answer all your questions on outsourcing
  • Discuss pricing and savings – you’ll leave with an estimate on savings, timeframes and kickoff plan for next steps

 

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