Fintech Support Outsourcing Case Study: Lopay Closed Its Weekend Coverage Gap With a Dedicated Team

Challenges

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  Limited weekend and after-hours coverage

  Customers could run into payout delays, card reader problems, and payment discrepancies at all hours, but Lopay's internal team couldn't staff nights, weekends, or holidays to respond on time. Unanswered questions piled up until the next business day, even when the issue was urgent.

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  Fragmented, per-ticket support from other providers

  Other providers Lopay considered priced support per ticket, splitting requests across rotating agents with no single point of ownership. That model made it harder to build real familiarity with Lopay's product, tools, and customers over time.

Solution

As part of our fintech customer support outsourcing work, SupportYourApp built a dedicated, scalable support operation covering team structure, coverage, processes, training, and tools.

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  Extended, multi-timezone coverage

  SupportYourApp structured shifts across UK and US time zones, including weekends and out-of-business hours. Customers could reach a consultant about a payout or card reader issue whenever it came up, not only during standard hours.

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  Dedicated, scalable support team

  SupportYourApp built a dedicated team of remote support agents for Lopay, scaling from one agent to six as volumes grew. Lopay got one consistent team instead of rotating agents answering one ticket at a time.

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  Structured workflows and escalation

  SupportYourApp now keeps the Daily Workflow SOP current and updates the Intercom inbox structure to reflect operational changes. We’ve also added ticket-prioritization guidelines and handling-time expectations. Escalation macros would now route KYBs and disputes straight to the right specialists.

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  Structured onboarding and knowledge management

  New agents complete SupportYourApp's Soft Skills and platform training, then a 2-3 week client-led shadowing period before handling live responses alone. Ongoing work draws on Lopay's knowledge base, training spreadsheets, and a shared directory of common cases.

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  Tool and technical setup

  We equipped the team to work across Lopay’s core tools, including Intercom, Stripe, and Aircall. We also addressed technical requirements such as UK-configured VPN access on agent devices, allowing agents to troubleshoot the Lopay application by themselves.