About Us | The Functionary

Our Story

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“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

The Functionary started in Texas in 2017, helping outsourcers, MSPs, and technology companies with overflow support and services outside their usual offerings. Our founder, Sam Darwish, knew firsthand how difficult it could be to serve customers without the right information, tools, and support. From the beginning, we've focused on understanding how each client works and finding the right mix of people, processes, and technology to support their business.

Today, we've grown to more than 1,600 team members across 20+ countries, but that philosophy hasn't changed. It's at the heart of our Right Fit approach. Our teams work within client systems and day-to-day operations, adapting as their needs change. We've also continued investing in technology, including our AI-assisted RightCX platform, to help agents access the information they need and improve the quality and consistency of customer support.

Making that work starts with our people. As we've grown, we've continued to invest in our teams, their development, and the relationships they build with clients. Our People First approach has been part of The Functionary since the beginning, and it's something we're committed to keeping. As our Founder & CEO, Sam Darwish, puts it:

“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 Values

Core Principles That Guide Everything We Do

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People-Centric

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.

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Reliable

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 to find the best solution, which is not necessarily the easiest.

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Entrepreneurial

Building a business that stands apart takes 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.

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Agile

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

Our People