Six months ago, Global Call Forwarding officially opened its Brazil office. At the time, the goal was clear but focused: build a strong foundation for IT and AI-driven development while expanding our global footprint.
Fast forward six months, and that initial plan has grown quickly and organically into something much bigger.
What started as a targeted technical investment has evolved into a multi-function hub supporting marketing, customer support, and operational visibility across regions. Along the way, we’ve expanded our office space multiple times, built a strong local culture, and learned valuable lessons about scaling teams with intention.
From an IT Focus to a Multi-Function Hub
When we first opened the Brazil office, our primary objective was to strengthen our IT and AI development capabilities. Brazil’s technical talent pool, combined with its growing role in global SaaS and telecom ecosystems, made it a natural fit.
What we didn’t fully anticipate was how quickly the scope would expand.
Within months, it became clear that the local talent market extended far beyond technical roles. We were able to successfully hire for marketing and customer support positions, bringing in professionals who not only had the right skills, but also a deep understanding of global customer needs.
This shift wasn’t part of the original blueprint, but it reinforced something we value at Global Call Forwarding: staying flexible and letting strong opportunities guide growth.
“São Paulo’s tech ecosystem is incredibly vibrant. While we initially arrived to build a development team, the talent and versatility on the ground quickly turned our Brazil hub into a vital extension of our global operations, supporting roles from IT and marketing to customer-facing roles.” – Luke Genoyer, Business Development Manager, Global Call Forwarding.
Scaling Faster Than Expected
Growth in Brazil wasn’t just reflected in headcount; it showed up very quickly in our physical space. In just six months, the office has already been upgraded three times to accommodate a growing team (about 130% growth). Each expansion reflected a deliberate decision to invest early in an environment that supports collaboration, focus, and long-term growth—not just short-term capacity.
This rapid expansion reinforced a key lesson: when growth is happening, infrastructure needs to keep pace. Waiting too long to adapt space or systems creates friction, and moving early creates momentum.
The Talent Advantage in Brazil
One of the most consistent takeaways from the past six months has been the strength of the local talent pool. Brazil offers a rare combination of technical expertise, creativity, and energy. Across IT, marketing, and customer support, we’ve seen high engagement levels, fast learning curves, and a strong sense of ownership.
Equally important, the reliability of local infrastructure and connectivity has allowed teams to support global operations seamlessly. This is critical in a telecom environment where uptime and responsiveness matter.
This talent advantage has reinforced Brazil’s role as a long-term strategic location, not just a satellite office.
Visual Management and Real-Time Indicators
As the Brazil office grew, so did its role in monitoring and supporting operational performance across teams.
One of the most impactful changes has been the introduction of visual management—using real-time indicators and dashboards to keep critical metrics visible and accessible. These include:
- Service availability and uptime
- Call routing and traffic indicators
- Marketing performance signals
- Operational health checks
Rather than burying performance data in reports, visual management makes it easy for teams to see what’s working, what needs attention, and where action is required, without delay. This approach has strengthened accountability and alignment while enabling faster decision-making across teams.
Building Culture, Not Copying It
While alignment with global values matters, we’ve been intentional about allowing the Brazil office to develop its own culture. The team has shaped something that feels local, authentic, and inclusive. From holiday celebrations to team-led initiatives, culture here has been built through shared experiences, not policies.
Over the past few months, that’s included:
- Team celebrations and dinners
- A local holiday toy drive
- Office-led initiatives around connection and engagement
These moments matter. They build trust, strengthen collaboration, and create an environment where people want to grow—not just work.
“Helping build this office from the ground up has been an incredible experience. Because our culture is driven by the team rather than just policy, there’s a deep level of trust, engagement, and friendship. You can really feel that everyone is personally invested in making this a place where we don’t just work, but truly grow together.” — Luiz Santana,
A Long-Term Investment, Already Paying Off
Six months in, the Brazil office has already become an integral part of Global Call Forwarding’s global operations. And this is just the beginning.
The focus for the next phase includes continued hiring, deeper integration with global teams, and expanding the scope of responsibilities supported from São Paulo. Most importantly, we’ll continue investing in people, systems, and culture—at the same pace as growth.
Opening our Brazil office wasn’t about short-term expansion. It was a long-term investment in talent, resilience, and operational excellence.
Six months in, the results are already visible—in our teams, our systems, and our culture. As we continue to grow globally, Brazil is playing an increasingly important role in shaping how we build, support, and scale at Global Call Forwarding.
