80%+ CSAT: Fintech Customer Support for SwissBorg

By Anastasiia Unhurian, Service Delivery Manager

For fintech companies that need compliant customer support

Updated on September 30, 2026

80%+ CSAT: Fintech Customer Support for SwissBorg

Services

Customer Support
KYC and ID Verification
Payments Support
System Setup and Integration
Building Support Workflows

About the Company

SwissBorg is Europe’s #1 app for buying and selling crypto. Available in 47 countries and 11 currencies. SwissBorg adheres to relevant regulations in Europe and strives for rigorous compliance, robust security measures, and transparency in their processes, empowering users to invest confidently. SwissBorg partnered with SupportYourApp in January 2020 for fintech customer support. We started with a team of five agents. Now, we are fourteen people providing support and KYC managed services for the client. Let’s explore the story of our collaboration.

SwissBorg

Working in crypto means constant change, and SupportYourApp has consistently adapted alongside us rather than expecting us to fit a fixed model. They take feedback seriously and act on it, and the people they've placed have been strong, committed additions to the team.

Merit Laansalu

Director of Operations

SwissBorg

Challenges

Support built from zero

SwissBorg needed a customer support, Payments, and KYC team built from the ground up, with clear structure and workflows established.
Constant regulatory changes

Crypto is a highly regulated industry that never sits still. Legal updates and compliance standards keep shifting, and the support setup has to keep pace.
Specialized hiring

SwissBorg needed agents and KYC specialists with the right expertise, but location restrictions made that talent hard to find, and training had to happen before anyone could join the live team.

Solution

SupportYourApp built SwissBorg's fintech support operation from the ground up, growing it into full KYC managed services alongside dedicated Support and Payments teams as the partnership matured.

Team built from scratch

SupportYourApp mapped out a clear team structure from day one: a Support team, a Payments team, and two KYC teams split by complexity, so every ticket type had a clear owner.
Two-tier KYC coverage

One KYC team covered the basics feeding SwissBorg's automated identity checks. A second, more experienced team handled the complex cases the system couldn't close, delivering the level of KYC support a regulated product needs.
Custom hiring strategy

Location restrictions and the level of expertise required made hiring hard, so SupportYourApp built a custom hiring approach to find the right talent fast and train agents before they joined.
Locked-down security standards

SupportYourApp implemented strict security standards and required every team to use the same security tool, keeping SwissBorg's user data locked down tight across support, Payments, and KYC.
Zendesk workflow automation

Working with SwissBorg's management, SupportYourApp implemented Zendesk with dedicated ticket groups per team, customized views, automated workflows, and tailored forms that cut out the bottlenecks slowing things down.
Scale up, then optimize

The team hit 60 people at peak setup, then shrank to 14 focused specialists with specific skills once automation matured, proof that smart processes matter more than headcount for scalable fintech customer service.

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Results

80+

CSAT, with 1,000 tickets resolved weekly

4200

Payments processed monthly

1100

Identity checks processed daily

Quality and compliance held steady as SwissBorg's user base grew. The partnership continues to deliver consistent fintech support, secure payment processing, and thorough identity verification, keeping the platform running smoothly for users across 47 countries.

Anastasiia Unhurian

Service Delivery Manager

Service Delivery Manager with over 5+ years of hands-on experience in the customer support industry. Having started in support roles, Anastasiia developed a strong understanding of client needs and service environments. She now focuses on team performance, client communication, and optimizing daily support operations. Outside of work Anastasiia enjoys exploring the city, playing competitive board games with friends, and relaxing with a good TV show or movie.

Posted on September 9, 2026