Horatio Launches New Campaign to Help Platforms Navigate Changes in Payment Provider Support

The campaign offers dedicated support teams for billing, disputes, refunds and Tier 1 customer care built around each platform's brand voice and ready to scale.

NEW YORK, Oct. 13, 2026 /PRNewswire/ -- Horatio, the modern customer experience and business process outsourcing company, today announced the launch of a new campaign designed to help marketplaces, vertical SaaS companies and other platforms navigate changes in payment provider support.

As payment infrastructure providers narrow who is eligible for direct billing and customer support, platforms that have historically relied on native provider coverage may suddenly find themselves responsible for more of the customer experience. Horatio's campaign is built around a simple premise: your payment provider may change who it supports, but your customers don't change what they expect from you.

Through the campaign, Horatio is offering platforms dedicated, omnichannel support teams to manage the billing and customer issues that can quickly become high-stakes customer moments—including refunds, billing questions, disputes, chargebacks, subscription issues and Tier 1 support.

"Your customers don't know what's happening behind the payment infrastructure. But they know and trust your brand," said Jose Herrera, Horatio CEO and Co-Founder. "When something goes wrong, they expect you to be there. We built this campaign to help platforms make that transition without compromising the customer experience."

For platforms facing a sudden change in support coverage, building an in-house operation can create a significant operational lift. Recruiting and training a team, establishing processes, managing coverage across channels and maintaining consistency all take time—while customers continue to expect immediate answers.

Horatio has the ability to stand up dedicated teams around a company's existing workflows, systems and brand voice, giving platforms a way to expand their support capabilities without building an entirely new operation internally. Billing and payment issues also require a different level of care than standard Tier 1 support. Horatio trains its teams to handle high-friction interactions, including disputes and chargebacks, while maintaining a consistent experience across email, chat and phone.

"A customer who is waiting on a refund or disputing a charge isn't just looking for an answer. They're deciding whether they trust the company on the other side of that transaction. That's why the people handling these conversations matter," said Jared Karson, Horatio CFO and Co-Founder.

Compliance is also built into the operation. Horatio's support teams follow processes designed for the handling of sensitive customer information, including PCI Compliant spaces aligned with our SOC 2 and GDPR compliant processes.

Horatio's mission is to help companies build stronger, more human customer relationships as they grow. By bringing together exceptional people, technology and operational expertise, Horatio helps businesses scale their customer experience without losing sight of the people at the heart of it. Founded in 2018, the company has grown organically, without outside capital, to serve more than 125 companies with a global team of over 3,500 employees across the U.S. and Latin America.

Platforms looking to prepare for changes in payment provider support can learn more about the campaign at www.hirehoratio.com/billing-outsourcing-support or follow @HireHoratio.

Media contact: Sophia Ribeiro [email protected]

SOURCE Horatio