This is an incredibly common move for startups that reach a certain size. Once you have about 50+ customer service reps the math makes sense. In some companies

This is an incredibly common move for startups that reach a certain size. Once you have about 50+ customer service reps the math makes sense. In some companies the customer service department is 50% of total headcount. One thing to keep in mind, turn over in customer service is pretty high. You could open another office and with natural attrition make the move without layoffs in ~18 months.