How streaming giant FrogCo powers 24/7 customer support with a global workforce

The challenge: Managing compliance risk

With strong growth in the UK and Australia markets, FrogCo required round-the-clock, 24/7 global customer support coverage across multiple time zones.

FrogCo identified that a team in India would be best placed to complement and scale their existing support operations, without overburdening its existing local workforce.

Standing in the way, however, was the compliance risk that comes with hiring and onboarding internationally.

“Understanding employment laws in the region you’re recruiting in is challenging. Without the right solution, we knew it would be highly manual, time-consuming and inherently risky for our business.”

FrogCo needed a reliable way to generate compliant contracts and pay people easily, but had limited understanding of India’s local laws, rules, and regulations.

“Expanding into a new country like India meant navigating a legal landscape entirely different from what we know and manage here in Australia and the UK — and we wanted to be absolutely certain we got it right,” says Renee Howes, Chief Customer Officer at FrogCo.

FrogCo also understood the severity of non-compliance — including lawsuits, penalties and fines.

“Connecting with Multiplier was much easier. We had consistent engagement right from the start.”

Renee Howes,

Chief Customer Officer, FrogCo

The solution: A unified solution for employees and contractors

“The speed of hiring is a huge win for us as a business.”

Renee Howes,

Chief Customer Officer, FrogCo

FrogCo explored Employer of Record (EOR) solutions, including Multiplier and at least one other provider.

The sports streaming giant valued Multiplier’s local expertise, including having a representative based in Australia. It soon became clear that Multiplier could manage not only full-time employment but also contractor compliance, which was a critical need for FrogCo’s flexible, blended support model.

Accordingly, FrogCo selected Multiplier as its global EOR partner to facilitate the rapid hiring and compliant onboarding of customer support team members globally. By taking charge of local employment compliance, payroll, and benefits administration, Multiplier enabled FrogCo to achieve seamless, 24/7 global support coverage while keeping administrative friction to a minimum and ensuring 100% labor law compliance.

Full-time employees via EOR

Multiplier acted as the EOR for the full-time employees, handling complex regional regulations and providing necessary protections. For these staff members, Multiplier handled insurance and employee benefits. This included health insurance, maternity leave and coverage, and medical coverage for the employees’ families.

A powerful freelancer solution

For the contractors, Multiplier provided its Contractor of Record (COR) solution, which streamlined administration for both the company and freelancers

“It’s great to have a portal where our contractors can simply input their hours and it can be approved and bundled up for payment,” says Howes. “Even better, we can access it ourselves to manage timesheets and leave requests.”

Multiplier’s Customer Success team responded quickly to any implementation issues, ensuring a smooth onboarding experience. With compliant contracts generated quickly, FrogCo could engage global talent with complete peace of mind.

The results: Automated administration and stronger protection

“Multiplier makes it so much more straightforward. The system handles all compliance requirements for us”

Renee Howes,

Chief Customer Officer, FrogCo

With Multiplier, FrogCo ensured that contracts, payroll, and employment processes were fully compliant across multiple regions, reducing the risk associated with international hiring.

This approach also delivered substantial cost savings. Tasks that would normally require external legal advice and contract drafting can now be managed efficiently through Multiplier, allowing FrogCo to scale global support while controlling costs.

With these systems in place, FrogCo can confidently engage international support talent, maintain full compliance, and operate more efficiently and cost-effectively than ever before.

Boosting retention with benefits

With the right systems in place, FrogCo is now able to attract high-value talent, including customer support agents in India who can deliver global coverage and scale efficiently during peak cricket periods. This strategic hiring approach has set them up for growth into new sports, new products, and new regions.

With compliant international hiring now solved, FrogCo is ensuring its increasingly global customer base is matched by an equally global support team.