Flexible Fintech Support Outsourcing Solutions from the Philippines
Scale your fintech brand with outsourced support from the Philippines. SupportZebra offers expert card management, activation, and scalable solutions with no long-term contracts.
Fintech Customer Support KPIs
97% Tier 1 Tickets Handled by SupportZebra
Chat First Response Time: <30 seconds
Email First Response Time: < 10 minutes
Phone Wait Time: <2 minutes
Customer Save from Churn: 20%
Longest Service Partner Tenure: 7 years
Fintech Support Services We Offer
Customer Support
- Responding to inquiries via secure channels: chat, phone, email, and in-app
- Assisting users with card activation, delivery tracking, and PIN resets
- Providing step-by-step guidance for account registration and verification (KYC)
- Addressing issues with failed transactions, payment delays, or declined charges
- Explaining loan application statuses, credit limits, and approval steps
Account & Billing Management
-
- Updating billing addresses, contact info, and communication preferences
- Helping customers understand fee structures, interest charges, and due dates
- Handling automatic payment setups, reminders, and billing disputes
- Clarifying transaction history, account balance, and monthly statements
Card & Wallet Support
- Monitoring and escalating lost/stolen card reports
- Supporting virtual card generation, token resets, or freeze/unfreeze requests
- Assisting with card top-ups, funding source issues, and expiration updates
- Liaising with third-party processors for network error resolution
Payment Platform Support
-
- Assisting users with payment link issues, subscription checkout errors, or currency mismatch warnings
- Troubleshooting payment gateway failures, duplicate charges, or declined card logic
- Helping merchants and users understand payment platform workflows (e.g., Stripe, PayPal, Braintree, Adyen)
- Providing Tier 1 triage and escalation for recurring billing bugs, webhook timeouts, or payout errors
- Supporting chargeback documentation and resolution workflows with clear timelines and audit trails
Compliance & Trust-Driven Support
- Verifying user identities and supporting KYC / AML screening workflows
- Educating users on fraud prevention and suspicious activity monitoring
- Tagging and escalating compliance-related tickets to internal teams
- Handling customer inquiries with scripted accuracy and sensitivity for regulated services
Back Office & Ops Support
-
- Tagging support tickets by category (fraud, billing, account, tech)
- Maintaining internal wikis, chat macros, and knowledge base articles
- Aggregating feedback on app experience, feature gaps, or technical bugs
- Generating weekly reports on resolution times, escalation rates, and CSAT
Omnichannel Fintech Support Readiness
- Trained on tools like Zendesk, Intercom, Salesforce, and custom CRMs
- Support delivered with precision tone for financial trust and user clarity
- Available 24/7 for time-sensitive support across email, chat, SMS, and in-app messaging
Why Fintech Brands Choose SupportZebra
Maximize ROI by Delegating Tier 1 Support
SupportZebra handles the majority of Tier 1 inquiries — like card tracking, payment failures, and account updates — so your onshore team can focus on escalations, fraud reviews, or VIP case management. This model reduces internal burnout while significantly lowering cost-per-resolution.
Faster Ramp-Up, Zero Lock-In
Our 30- or 90-day pilot programs let fintech brands launch support quickly, scale flexibly, and avoid long-term commitments. Whether you’re onboarding 500 new users or handling a surge in KYC volume, we adapt resourcing to your needs.
Security & Compliance-Ready
With experience supporting PCI- and SOC 2-compliant platforms, our agents follow strict workflows for verifying identity, tagging sensitive issues, and escalating edge cases to your compliance team — without missing SLA windows.
Focused on User Clarity, Not Just Resolution
In fintech, support must be both correct and easy to understand. Our teams are trained to explain policies (fees, transactions, payouts) in a clear, neutral, and brand-aligned tone — reducing ticket reopen rates and improving CSAT.
Multichannel Support Where Customers Need It
From chat widgets in your app to email and voice support, we provide seamless omnichannel service that maps directly to your customers’ habits — with QA reviews and documentation for every response.
Aligned with Your Internal Teams
Our agents don’t operate in a silo. We sync with your onshore and engineering teams to ensure efficient routing, minimize escalations, and improve feedback loops between support and product.
Platforms We Know. Tools We Support.
At SupportZebra, we don’t just learn your stack — we integrate seamlessly into it. Our fintech support teams are trained across the most trusted platforms in digital banking, card issuing, payments, and CX operations. That means faster onboarding, minimal ramp time, and a high degree of platform fluency from day one.
Card, Payments & Wallet Infrastructure
Customer Support & Communication
KYC, Identity & Fraud Prevention
Compliance, Security & Access
Reporting, Analytics & Workflow
CRM, Account & Billing Management
Customer
Need Support on a Platform Not Listed?
No worries — if your fintech product uses a proprietary dashboard or industry-specific toolset, SupportZebra builds a custom enablement program that allows our teams to reach production-readiness in under two weeks.
How to Pick the Right Fintech Support Call Center in the Philippines
Choosing a partner for card, wallet, and payment-platform support is more than a headcount decision—it’s a question of security, compliance, and user trust. Here’s a fintech-focused checklist and how SupportZebra measures up.
1. Verify SOC 2 (Type 2) & PCI-DSS Certification
- Why it matters: Payment data and PII can trigger costly breaches or stall enterprise deals. Many BPOs cover only PCI or skip audits altogether.
- SupportZebra is both SOC 2 Type 2 and PCI-DSS Level 1 certified, giving startups the same controls Fortune-500 issuers demand.
- Continuous audit logs, secure VDI workstations, and role-based access keep cardholders’ data safe.
2. Confirm Data-Privacy Governance
- Look for a partner with a Data Privacy Officer who enforces GDPR, CCPA, and local BSP/PDPA guidelines.
- SupportZebra runs quarterly privacy drills, agent recertification, and hard deletion policies for tickets containing sensitive KYC files.
3. Scalable, Flexible, No-Lock-In Terms
- Product launches, new card tiers, or fraud spikes can swing ticket volume 50 % in a week. Your BPO should flex seats without long-term penalties.
- SupportZebra offers 30- and 90-day pilots and elastic staffing so you can surge for peak seasons, then right-size when volumes normalize.
4. Prioritize Fintech Platform Fluency
- Your agents should already know tools like Marqeta, Stripe, Synapse, Zendesk, Intercom, Persona, and Alloy.
- SupportZebra builds custom enablement programs and reaches production proficiency on new dashboards in 14 to 30 days.
5. Evaluate Culture & Continuity
- High attrition leads to repeated KYC questions and frustrated users.
- Our employee-first culture delivers low turnover and long-tenured agents, so VIP cardholders hear familiar voices release after release.
6. Expect Measurable Outcomes—Not Just Closed Tickets
- A great fintech partner reduces charge-back loss, improves NPS, and flags fraud faster.
- SupportZebra tracks first-contact-resolution, CSAT, fraud-alert accuracy, and churn deflection, sharing weekly dashboards with your ops team.
Use this checklist when vetting any Philippine call-center provider—then see how SupportZebra stacks up.
Frequently Asked Questions – Fintech Support Outsourcing
1. Is SupportZebra PCI-DSS and SOC 2 Type 2 certified?
Yes — SupportZebra is PCI-DSS Level 1 and SOC 2 Type 2 certified. This means we meet enterprise-grade security standards for handling sensitive financial data, customer credentials, and PII. Whether it’s cardholder support, fraud review, or subscription billing, your workflows will be protected by rigorous process controls and continuous audits.
2. Can you align with U.S. time zones?
Absolutely. We staff teams across PST, EST, CST, and hybrid shifts, including weekends and holidays. Whether you need full 24/7 coverage or just overflow support during peak hours, we tailor the schedule to your SLA windows — no nightshift culture mismatch or offshore confusion.
3. Do your agents speak clear and professional English?
Yes. Our agents speak neutral, globally understood English with extensive experience in financial and technical communication. All support is reviewed under tone and clarity QA workflows to ensure messages are both accurate and regulation-safe.
4. How do you handle data privacy?
We have a full-time Data Privacy Officer (DPO) and enforce strict protocols aligned with GDPR, CCPA, and BSP/PDPA standards. Sensitive tickets are isolated in secure queues, and agents are trained annually on privacy policy enforcement, redaction, and secure communications.
5. What fintech platforms and tools are you trained on?
We’re familiar with:
- Card issuing: Marqeta, Lithic, Synapse
- Payment processors: Stripe, Braintree, Adyen, Finix
- Identity/fraud: Persona, Socure, Alloy
- CRMs & CX: Zendesk, Intercom, Salesforce
- Compliance & QA: Playvox, Looker, Vanta
We also build custom enablement programs for proprietary systems and can reach production fluency within 14–30 days.
6. Which channels do you support?
We support all major customer support channels:
- Email, phone, live chat, in-app messaging, and SMS
- We also integrate with Slack Connect, ticketing portals, or your CRM for seamless workflow handoffs.
7. What functions can SupportZebra handle?
Our fintech support teams can cover:
- Tier 1: Card tracking, account access, billing updates
- Tier 2: Troubleshooting failed payments, subscription errors, or feature confusion
- Back office: Ticket tagging, KYC review routing, refund processing
- Escalation: Routing fraud alerts and compliance risks to your onshore or risk team
8. How quickly can we launch?
Most fintech programs go live within 30 to 60 days, depending on complexity and system integrations. We offer 30- and 90-day pilot engagements with no long-term commitment — ideal for evaluating real results before scaling.
Testimonials
“SupportZebra was the first partner we worked with that was clearly driven to help us reach our goals and willing to go above and beyond when the situation called for it. ”
SalesNexus
“The team that we have built with SupportZebra is fantastic! They are eager to learn, sharp, and extremely dependable.”
EJ Wholesale
``Support Zebra has been a game changer for our business. After bringing on a SZ team member, we've managed to improve our operational efficiency and further focus our sales efforts.``
