‘Couldn’t get any easier’: How seamless global hiring powers 4Way’s 24/7 customer support

As a business offering outsourced IT support for companies worldwide, 4Way Solutions relies on a distributed global workforce to run a seamless, 24/7 follow-the-sun service model.

To deliver this level of continuous coverage, the firm had to continuously build out its support presence across strategic time zones—a process that has presented complex operational challenges

For a small but fast-growing company, managing international payroll and establishing foreign operations was a major obstacle. The administrative burden threatened to stall the momentum Founder and Director Michael Synesi had worked tirelessly to build, risking a critical window for international commercial growth.

Hiring to meet client demand

4Way’s operating model means that it can only look to recruit talent abroad in response to client demand.

“We’re quite reactive when it comes to hiring,” Synesi explains. “Our hiring and the number of staff that we need is generally directly related to the new business that we bring on board.”

But when the demand is there, client support has to be established quickly to avoid any friction. Expansion into new countries creates obvious hurdles for hiring and compensating staff.

“I had to find a way to pay our employees that we had abroad. It was a challenge at first.”

Michael Synesi, Founder & Director

Establishing local business entities in every new country from day one was simply not practical.

Expanding service coverage into regions like India, Malaysia, Australia, and South Africa required navigating diverse labor laws, local employment contracts, and multi-currency payouts. 

Managing these complex contracts would have created massive administrative overhead, and navigating statutory compliance would have pulled critical focus away from core operations.

“When hiring in countries abroad, there’s so much more that you have to take into consideration,” 4Way’s Founder adds. “Just dealing with the contracts alone… it’s a lot.”

Global onboarding ‘couldn’t get any easier’

“Multiplier took away the whole challenge of setting up employees in other countries.”

Michael Synesi, Founder & Director

4Way Solutions needed an immediate, compliant-by-design approach to hire talent as soon as new client contracts were signed.

Such an approach would ensure it could deliver 24/7 customer support using a follow-the-sun model.

4Way chose Multiplier as its global employment partner, leveraging its native global platform to handle foreign entity management and complex international onboarding.

Rather than spending weeks sorting out local legal frameworks, Synesi is now able to complete contractor and employee setups in a matter of minutes. “Onboarding is very, very simple,” he says. “It couldn’t get any easier for us. We just provide a few details like email address and salary, press submit, and everything gets dealt with for us.”

Offboarding is equally as easy as onboarding, the director notes.

Despite this straightforward approach, there is still assistance in place should complex issues arise. 4Way has access to direct, human-first support through a dedicated Slack channel, allowing it resolve payroll queries instantly without getting stuck in ticket queues – something Synesi, as the founder of an IT support firm, knows the importance of first-hand.

“Having someone like Pierina, our customer success manager, on Slack is a massive, massive help,” he notes. “I can just go straight to her and she’ll take care of what I need pretty quickly.”

A springboard for scaling

“My advice would be use a company like Multiplier. It’s quick, it’s easy.”

Michael Synesi, Founder & Director

As 4Way Solutions has established a footprint in key markets, the partnership with Multiplier has provided a springboard for further growth.

When headcount in key markets like South Africa reach a critical mass, 4Way transitions those specific teams to internal entities, while keeping other global staff managed seamlessly through Multiplier.

“We’ve got five or six employees with Multiplier, and it’s still invaluable to use Multiplier for that,” Synesi reflects. “In those countries I think it would be very difficult to set up our own entities. For that, Multiplier is a very, very good option.”

His advice for other businesses looking to start their global hiring journey is to consider working with a partner like Multiplier.

“We’re not at the point yet where we’re going to be opening entities all over the globe and doing it all ourselves,” Synesi explains.. “Sometimes you have to use a third party, and accept that they are much better at it than you are.”

“I would 100% recommend you to anyone that was looking to do global payroll,” he concludes. “From a simplicity point of view and how easy it is to use Multiplier and onboard, it’s been a very nice experience.”