How Scorpion Turned Live Chat into a Global Marketing Team Hired to Stay

Scorpion is a digital marketing company serving home services, legal, and franchise businesses, with roots in website development that date back to 2001. For many of those businesses, the first customer conversation happens in Scorpion's live chat, where the team needs to respond quickly and understand what each client's customers need.

When Steven Adams joined Scorpion in 2016 to run the chat team, one of the immediate challenges was finding dependable people to cover nights and weekends. Night-shift hires would sometimes call 10 minutes before the 7 p.m. shift, or not show up at all, leaving Steven and his manager to cover the shift themselves before working the next day. Scorpion needed people it could rely on, develop, and keep for the long term, with the same expectations as its own employees.

That standard mattered because chat was demanding work to hand over. Agents had to think on their feet, respond in real time, and handle up to four conversations at once. A legal question could require one kind of judgment, while a home services conversation could involve a much wider range of variables depending on the client. If the model worked there, Scorpion could trust the same people with more of its business.

Scorpion and Booth started with a focused proof of concept in live chat coverage for Scorpion's clients, with the goal of finding people Scorpion could develop over the long term.

As the model proved out, Scorpion expanded coverage from nights to weekends and daytime chat, then extended the partnership into repeatable work across the business. Content carryover was an early example, followed by data carryover and SEO work. From there, Scorpion began recruiting through Booth for more specialized capabilities, including graphic design and content creation.

Booth brought the infrastructure to support the team as its scope grew:

• Hiring for fit and the long term: Booth brings a focused pipeline aligned to Scorpion's needs, so managers can meet a short list of candidates and stay focused on their own work.
  
  
• Integrated into Scorpion's operations: Booth's people work inside Scorpion's systems, workflows, and teams, with the context needed to do the work well.
  
  
• Ready for the role: Booth assesses each hire for the skills the role needs and handles orientation and setup, so Scorpion's training can focus on its own clients and context.
  
  
• Flexible by design: as new needs emerge, Booth can recruit for the work, from repeatable tasks to specialized roles across SEO, data, design, and content.
  
  
• Built to adapt: Scorpion can bring Booth a role that is still taking shape, and the teams can work through the requirements and hiring profile together.
  
  
• Ongoing team support: Booth's employee programs keep the team supported and connected, alongside regular check-ins from Scorpion's leaders.

Scorpion came to Booth needing dependable people for a night shift its own managers were covering. As of September 2025, nearly 80 people work across chat, content carryover, data, SEO, content development, and graphic design, many of them directly with Scorpion's clients.

The partnership has delivered:

• Reliable coverage. Night and weekend chat no longer depends on Scorpion's managers stepping in, and most of the team typically has perfect attendance in a given month.
  
  
• Long-term retention. Scorpion's first hire is still on the team, and four team members reached five years in the same month, so the knowledge they build stays with the business.
  
  
• Capacity across the business. What started as night-shift chat now covers chat around the clock, plus content carryover, data, SEO, content development, and graphic design, freeing internal teams for other work.
  
  
• Faster hiring without lowering the bar. Scorpion can interview a small number of strong candidates instead of spending time screening large volumes of applicants. Steven described the impact as "hiring velocity and quality."
  
  
• Faster ramp-up into Scorpion's work. New hires are set up to work inside Scorpion's customer service system, Freshdesk, Monday, and other workflows from the start. Content developers are typically writing for clients within three to four days.

Scorpion started with one night shift and a clear standard for the people it hired: dependable, worth developing, and worth keeping. Booth hired to that standard, and as each role proved itself, Scorpion handed over more, from chat to content, SEO, data, and design. Because the people stay, each new role builds on what the team already knows about Scorpion's business.