About The Functionary

“Having worked as an agent and then working my way up to becoming a director, I noticed that most companies were not prepared to innovate. I often found myself pushing the envelope around technology and lacking the required resources to get the work done. The potential I saw to automate and optimize processes to facilitate company growth is what inspired me to start The Functionary.”

Sam Darwish
Founder & CEO

Our Story

Founded in 2017 in Texas, The Functionary is a Nearshore leading provider of business process support services to consumers, small business, mid market, and enterprise customers. 

We partner with retailers, OEMs and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices and Cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.

The Functionary has had phenomenal growth over the last few years and currently employs over 1,200 people in 19+ countries. Our clients range from SaaS companies and CX focused brands, to some of the largest technology companies in the world. 

Our purpose is to work together with our clients to provide the most seamless customer interaction. We do this by executing the “PPT” strategy: People, Process, and Technology. The combination of these three factors allows us to develop customized solutions that truly help companies scale.

In today’s fast-changing environment, we take pride in our agility and our strong ability to adapt to our clients’ evolving needs. However, despite this, one thing always remains constant: Our People First approach. We recognize the importance of investing in our staff, both professionally and personally. In the words of our Founder & CEO: “Beyond KPIs and statistics, what we are most proud of is having a curious team of talented professionals who work together to not only support clients and their customers, but also each other.”

Our Global Presence

Our Values


We aim to build strong, long-term relationships, both with our clients and our teams. Together, we overcome obstacles, find solutions, and deliver exceptional results. And we do so by putting people first.  


We strive to get the job done, aiming to continuously exceed our clients’ expectations. At The Functionary, that means working with integrity, respect and collaboration, in order to find the best solution, which is not necessarily the easiest.


Being the world’s leading staffing business requires unrivaled vision, innovation, and execution. We never settle — in everything we do, we challenge our ideas of what is possible to better meet the needs of our clients.


In this industry, the ability to deliver solutions quickly is a valuable competitive advantage. This is why we are constantly dedicated to ensuring an efficient service. Our clients value the way in which we combine quality and speed to help them achieve effective results.  

Executive Leadership Team

Sam Darwish



Melisa Visci


Vice President, Business Operations

David Hostetler


Vice President of Operations, Global Services

Luísa Balaniuc


Vice President of Sales and Account Management

Mike Grigsby


Vice President of IT

Jessica Pleffken


Senior Marketing Manager