80%+ CSAT: Fintech Customer Support for SwissBorg

Challenges

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  Support built from zero

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

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  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.

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  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.

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  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.

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  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.

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  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.

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  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.

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  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.

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  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.