How FinSupport delivers secure, high-touch customer service without the data risk
FinSupport is a premier provider of outsourced customer support and back-office services for the fintech and e-commerce industries. They provide highly trained teams that handle complex customer inquiries, ensuring seamless brand experiences for global digital businesses.
Industry
Support-as-a-Service | BPO
Size
150+ employees
Location
Europe-based
In conversation with
Background
Founded with a focus on the "Fin" in "FinTech," FinSupport specializes in industries where security and regulatory compliance are non-negotiable.
Based in Europe, they have become a trusted partner for companies that need to scale their support operations rapidly while maintaining the highest standards of data integrity.
The Challenge
FinSupport agents often assist customers with booking issues, refunds, or payment troubleshooting.
This requires a way to view or handle card information without that data ever being "visible" or "stored" in the support platform’s own logs or the agents' local machines.
Protecting the front lines
Because they handle support for multiple different clients, maintaining a separate PCI-compliant environment for every single brand would be an operational nightmare.
"For us, the security of our clients' data is the highest priority. Handling sensitive payment information manually was a risk we wanted to eliminate entirely."
The Solution
FinSupport implemented PCI Proxy to create a "secure mask" over their payment handling processes.
Security that stays behind the scenes
By using PCI Proxy’s secure fields and tokenization, FinSupport agents can trigger payment actions or verify card details without the actual sensitive data ever touching the support software.
"PCI Proxy provided us with a way to handle payments that is completely invisible to our internal systems, ensuring that no sensitive data is ever stored or exposed."
The Result
The implementation allowed FinSupport to offer "PCI-compliant support" as a core feature to their clients, giving them a massive competitive advantage in the BPO market.
Trust as a Service
They successfully reduced their PCI DSS scope to the lowest level (SAQ-A), meaning they no longer have to worry about the heavy technical audits that usually come with handling financial data.
"The integration was straightforward, and the result has been a much simpler compliance process and, more importantly, increased trust from our global partners."
The Conclusion
In the world of outsourced support, you aren't just selling "help"—you're selling "trust."
FinSupport’s use of a token vault proves that you can provide high-touch, human support without the high-risk technical liability.
By externalizing the data, they've ensured that their agents can focus on the customer, while PCI Proxy focuses on the security.
Stories you could call your own
View all customers
Your payment stack,
fully composable.
Build your own payment stack, one component at a time.