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Operations for fintech, run by people who get the stakes
In fintech, a mishandled ticket is a compliance event, a chargeback, or a lost account. Airsense runs support and integrates with your existing escalation process.
Industry challenges
What makes fintech operations hard
The volume looks like any support desk. The consequences don't.
Regulated by default
KYC, AML and dispute handling leave no room for improvised answers. Agents need real training and tight escalation.
Fraud never sleeps
Suspicious activity and disputes arrive at 3am. Gaps in coverage become losses and angry customers fast.
Money makes people anxious
A stuck transfer or failed payment is high-emotion. Tone and speed decide whether the customer stays.
Spiky, seasonal volume
Paydays, launches and outages send volume vertical. Fixed in-house teams are over- or under-staffed.
Data sensitivity
Access has to be controlled and auditable. You can't hand customer financial data to just anyone.
Scaling across markets
New countries mean new rules, currencies and languages, more than a generic vendor can absorb.
Typical workflows
The work we take on for fintech teams
KYC / identity verification review and follow-up
Transaction, transfer and payment support
Account opening and customer onboarding
Helpdesk and ticket management
Account recovery and access issues
Merchant and business account support
Card and wallet support
Complaints handling and escalation
Recommended services
What we'd run for a fintech team
A typical fintech engagement combines these three. We tailor the mix to your risk profile and stage.
Customer Experience
Omnichannel support for account issues, payments, onboarding, disputes, complaints and other high volume customer interactions.
Business Operations
Accurate back office support for account administration, transaction workflows, data management, research and operational processes.
Growth & Community
Community management, social support, content operations and customer engagement that keep your fintech connected to its users.
Success metrics
What good looks like in fintech
Agreed per engagement and tracked weekly.
90%
CSAT
<3m
First Response Time
<15m
Average Handling Time
100%
Quality Assurance
Relevant case study
A lending app clears its verification backlog
See how outsourced customer support and verification operations helped a lending app reduce its backlog, improve response times and deliver a better customer experience.
Read the full story →-87%
Reduction in verification backlog
86%
Faster average response time
94%
Cases handled within SLA
44%
Reduction in verification support tickets
Talk to us about your fintech operations
A 30-minute consultation. We look at your volumes, risk profile and tools, and tell you honestly where an outsourced pod fits, and where it doesn't.