Best SaaS & Fintech Tech Support Outsourcing Firms Ranked by Security

In September 2023, someone rang the MGM Resorts IT help desk pretending to be an employee they had found on LinkedIn. The call reportedly lasted around ten minutes. What followed was a ransomware attack that took reservation systems, digital room keys and slot machines offline for days and cost the company roughly $100 million.

Eighteen months later, Marks & Spencer went through something very similar. Chairman Archie Norman told MPs that the April 2025 attack on M&S began with a sophisticated impersonation involving a third party: attackers posed as someone with legitimate access and persuaded a service desk to reset their password. The retailer put the hit to its profits at around £300 million.

Neither attack needed an exploit. Both needed a support desk willing to help.

That should change how SaaS and fintech companies buy outsourced technical support. A Tier 2 agent troubleshooting an integration can often see account data, billing history, logs and, in some set-ups, the admin console. Yet the decision to hand that access to a third party is still usually made on price, language coverage and CSAT.

Key takeaways

• An outsourced technical support team is a third party with privileged access, not a staffing line item. Assess it like one.
• A certificate means little until you have read its scope. Ask which entity, which sites and which services it covers.
• For fintech, the PCI DSS level matters as much as the fact of compliance.
• How a provider verifies a caller before resetting access tells you more than any badge on its homepage.
• Providers differ widely in what they will show you before you sign. That difference is itself a signal.

Why your support desk is now part of your attack surface

Think about what a technical support agent actually touches. Tier 1 handles account and billing queries, which means personal data and often partial card details. Tier 2 reproduces errors and checks integrations, which means logs, configuration and sometimes customer environments. Tier 3 works alongside your engineers on edge cases. At every level, the most valuable thing an attacker can ask for is simple: change the email on this account, reset this password, re-enrol this MFA device.

The MGM and M&S incidents involved internal IT service desks rather than customer-facing support, but the mechanics are identical. Anyone who can change who controls an account is a target, and outsourcing does not move that risk out of your organisation. It moves it into someone else’s office. Verizon’s 2025 Data Breach Investigations Report found third-party involvement in 30% of breaches, double the share recorded a year earlier.

None of this is an argument against outsourcing. Done well, an external team can strengthen your resilience rather than weaken it, as we have covered before in the context of outsourced call centres. It is an argument for assessing a support provider with the same rigour you would apply to any vendor with standing access to production data.

How we ranked the providers

We assessed each provider against six criteria, using only information they publish themselves or disclose in regulatory filings. Certification labels are reported exactly as each provider states them, because certified, compliant and aligned are not the same claim. The weighting leans towards UK and EU SaaS and fintech buyers, so card-data certification and European data handling count for more than they would for a purely US-focused shortlist.

1. PCI DSS level and scope

If agents can see or hear card data, the provider needs PCI DSS coverage for the sites and services you will actually use. Level 1 requires an annual assessment by a Qualified Security Assessor; lower levels can often be validated through self-assessment. Our PCI DSS compliance guide covers what that means for your own documentation.

2. Evidence of a working ISMS

ISO 27001 certification or a SOC 2 Type II report, and a clear statement of what each covers. A certificate for one delivery centre does not protect a team sitting in another.

3. Privacy and data location

Where agents physically work, which jurisdictions data passes through and whether the provider holds a privacy standard such as ISO 27701 that maps to GDPR.

4. Identity verification before account changes

How the provider confirms a caller is who they claim to be before resetting a password, changing contact details or re-enrolling MFA. Knowledge-based checks alone are no longer enough; much of that information is available from LinkedIn or previous breaches.

5. Access to your systems

Named individual accounts, least-privilege roles, managed devices and controlled use of remote access tools. Shared logins are a red flag at any tier.

6. Resilience and incident response

Business continuity arrangements, uptime commitments and a breach notification window measured in hours. If your provider is not named in your incident response plan, it should be. Our piece on whether PCI DSS requires an incident response plan explains why assessors look for this.

Six providers assessed against that checklist

1. Simply Contact

Simply Contact's technical support outsourcing covers Tier 1 to Tier 3 for SaaS, fintech and other regulated businesses, around the clock and in more than 30 languages, from seven delivery centres across Europe.

Its case for the top spot is card-data and privacy coverage. Simply Contact is PCI DSS Level 1 certified, the strictest tier and one assessed independently every year. It holds ISO 27001 certification and states compliance with ISO 27701 and HIPAA. For UK and EU fintechs whose tickets touch card data and KYC checks, European delivery also keeps personal data in familiar jurisdictions.

Its security policy lists role-based access, multi-factor authentication and monitoring with audit trails. Identity verification and suspicious activity escalation run as defined workflows, with thresholds agreed with the client's compliance team, and agents train for four to six weeks before going live.

What to ask: public materials centre on ISO and PCI DSS rather than SOC 2, so US buyers who need a SOC 2 report should raise it early. Ask to see the exact verification steps agents follow before changing account details.

Best for: UK and EU fintech and SaaS teams that need card-data certification and European data handling from one provider.

2. TaskUs

Founded in 2008, TaskUs has grown up alongside the technology companies it serves and now employs more than 63,000 people across 30 sites in 14 countries, including Ireland, Greece, Croatia and Serbia in Europe. Its customer experience work sits next to trust and safety and AI data operations, which gives it unusual depth in the platform and fintech accounts where support and fraud overlap.

The compliance disclosure is among the most detailed in this market. In its annual report filed in March 2025, TaskUs lists annual certification under PCI DSS, HITRUST, SOC 2 Type II and ISO 27001, alongside independent penetration testing and cyber incident simulation exercises run by senior management. A SOC 2 Type II report will satisfy most US enterprise security reviews without further negotiation.

What to ask: with a delivery network this size, confirm which sites will staff your account and that each one sits inside the scope of the certifications you rely on.

Best for: Large SaaS and platform companies selling to US enterprise buyers who expect a SOC 2 Type II report as standard.

3. Transcom

Transcom has been running customer experience operations since 1995. Headquartered in Stockholm, it employs more than 30,000 people across 80 sites in 29 countries and works with over 300 brands, including a PayPal relationship of more than 16 years. Its service mix covers technical support, content moderation and fraud prevention, with AI-powered voice routing and generative AI chatbots layered on top.

The certification list is broad: PCI DSS, SOC 2, ISO 27001 and ISO 9001, plus TISAX, the information security assessment used by the automotive industry. For fintechs operating across several European markets, that breadth and the language coverage make Transcom a credible single-provider option.

What to ask: Transcom does not state its PCI DSS level or SOC 2 report type publicly. Request both, together with the list of sites in scope.

Best for: Fintechs looking for a large, multilingual European provider with a long payments track record.

4. Conectys

Conectys runs L1 to L3 technical support in more than 35 languages from hubs across five continents, including Poland, Romania, Portugal, Greece and Turkey in Europe. Alongside customer experience it offers trust and safety, data annotation and tech advisory, and it serves fintech, gaming, mobility and software clients.

Its certification set is one of the widest here: ISO 27001:2022, ISO 27701, ISO 9001, ISO 22301 for business continuity and ISO 42001 for AI management, plus PCI DSS. ISO 22301 is rare among support providers and answers resilience questions that security certificates alone do not. In 2024 the company reported PCI DSS Level 2 compliance.

What to ask: Conectys describes its controls as SOC 2 Type II-aligned rather than attested, so US buyers should confirm whether a report exists. Ask for the PCI DSS Attestation of Compliance, since Level 2 can be self-assessed.

Best for: Organisations that weigh business continuity and AI governance as heavily as data security.

5. Helpware

Helpware works mainly with mid-market companies through managed teams that act as an extension of the client's own, rather than shared agent pools. That narrows the number of people with access to your systems and makes access reviews and offboarding easier to verify. It supports customers and users in more than 45 languages and integrates with Salesforce, Zendesk and HubSpot.

The company states that its work is backed by SOC 2 Type II, ISO 27001, ISO 9001, HIPAA and GDPR. It reports a 90% CSAT, client partnerships averaging five years and the ability to scale from a pilot to more than 500 seats in 90 to 120 days, which matters if a launch or incident suddenly doubles your queue.

What to ask: PCI DSS status is not confirmed on Helpware's own site. If card data reaches your support queue, ask for the current Attestation of Compliance before shortlisting.

Best for: Mid-market SaaS and fintech companies that want a dedicated team and a SOC 2 Type II report.

6. SupportNinja

Founded in 2015 and based in Austin, Texas, SupportNinja focuses on SaaS, fintech and AI companies. It delivers from the Philippines, Romania, Ireland, where it opened a Cork centre in 2023, and a US work-from-home team. Its technical customer support sits alongside onboarding, renewals and human-in-the-loop AI operations.

The security page displays SOC 2 Type 2, PCI DSS 4.0, HIPAA, GDPR and CCPA, and describes two-factor authentication, role-based access control, monitoring for account takeover attempts and a public bug bounty programme. That level of detail on access controls is useful, because it speaks directly to the identity and access criteria above.

What to ask: request the current SOC 2 Type 2 report and PCI DSS Attestation of Compliance rather than relying on the badges, and confirm how agents verify callers before account changes.

Best for: US-market startups and scale-ups in SaaS, fintech and AI.