95 - How This Entrepreneur Built a $1.2M/Month Outsourcing Empire with Nathan Yap

Nikonomics - The Economics of Small Business

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Join me, Nik (https://x.com/CoFoundersNik), as I sit down with Nathan Yap (https://x.com/nathanyap), founder of Support Zebra, to dive into his journey of building a $1.2M MRR business with over 1,000 employees. We talk about scaling an outsourcing company, surviving the 2008 financial crisis, niching down to SaaS and e-commerce, and navigating growth through trust and culture. Nathan shares how he leveraged family connections and international resources to create an innovative customer service solution.

Questions this Episode Answers:

• Is outsourcing a viable business model?
• What are the challenges of starting and running an outsourcing company?
• What are the key factors to consider when choosing an outsourcing destination?
• How can businesses effectively manage a remote workforce?
• How is AI impacting the future of outsourcing?

Enjoy the conversation!
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This week we covered:
00:00 Navigating Growth During COVID-19
02:52 Understanding Support Zebra's Business Model
06:10 The Evolution of Support Zebra
08:57 Challenges and Lessons from Early Ventures
11:50 Transitioning to a Focused Niche
15:13 The Impact of COVID-19 on Operations
18:09 Building a Strong Company Culture
20:54 Current Challenges and Future Outlook