Enterprise · NDA · Internal ops platform
Internal operations platform of an international fintech.
The admin hub of an international fintech - top 5 in the world in its niche. A unified customer card over Stripe and PayPal, role-scoped access to subscriptions, failed-payment recovery, an in-house support chat inside the customer card, email sequences from account managers, a content-author and affiliate CRM, support performance analytics. Over 6 months support requests gradually grew by 50%, and the same team handles them without new hires thanks to the platform, while support management no longer spends its time on routine. Under NDA.
- The problem
Once a company crosses a hundred people, operations no longer fit into off-the-shelf CRM/ERP.
Finance is in one system, billing in another, customer access in a third, authors and partners in spreadsheets. Support pings engineering every time to check a subscription status. Money slips through the gaps between systems, and the growth channels live in Excel.
Pain 01
Support doesn't see the full customer context
To answer «why didn't I get my invoice», an agent opens Stripe, PayPal, the in-house billing and the CRM. In parallel - pings engineering in chat. Every such question passes through several people.
Pain 02
Billing access: all or nothing
A standard admin can't «allow plan changes but forbid refunds». The choice: every small thing through engineering - or full access for everyone, with live money at risk. Both options are bad.
Pain 03
Failed charges pile up unnoticed
A charge failed, the retry failed, nobody got an alert. The customer keeps using. The money doesn't come. Nobody sees it - because there's no single list of «everyone we need to contact».
Pain 04
Authors and affiliates - in spreadsheets and email
Content marketing runs on dozens of external authors, the partner programme on hundreds of affiliates. Who's gone quiet, who hasn't been paid, whose traffic makes money - half a day of digging through spreadsheets.
Pain 05
Support work isn't measurable
Who on the team actually carries the load and who answers three emails a day - decided «by feel». Motivation without numbers turns into conversations, not a system.
One admin hub where support, sales, content and money live.
Not «yet another CRM». The platform does what off-the-shelf tools require months of customisation for: linking Stripe, PayPal, subscriptions, authors, affiliates and the team's work into one interface - with access scoped exactly by role.
One customer search - everything in context
An agent types an email, ID or API key - one page opens: Stripe and PayPal subscriptions, payments, invoices, tariff history, product access and limits. All on one screen, no switching.
Access scoped by role - not «all or nothing»
Seven roles, about forty granular permissions. «Cancel a subscription» and «create a subscription» are separate rights; sales sees the customer card but can't change anything. Scoped access to live money stopped being a risk - and the routine left engineering.
Support closes 80-90% of operations itself
Plan changes with proration preview, pause and resume, coupons, invoice retry and void, refunds with an over-refund guard. Every action lands in the audit log: who, what, when.
Failed charges - one list, with recovery tracking
The system keeps count of failed charges per subscription and builds the «critical» segment: the subscription is alive, the money isn't coming. For each - who contacted the client, when, and how it ended. Reactivation in one click.
An in-house support chat - inside the customer card
The Alfred chat replaced an outside service. Next to the conversation the agent sees the customer, their subscriptions, their path through the site and tasks in the tracker; the whole history of past conversations - tens of thousands of dialogues - was carried over. Reply suggestions learn from the team's own answers. Access follows the same roles as the rest of the platform.
Email sequences from the account manager
A customer who has grown into an upgrade gets a series of emails from their manager's work address. The customer's reply moves the lead on by itself, and every lead has an owner. The same mechanism walks new partners through a welcome sequence - no manual mailing.
Content-author CRM
A kanban from «cold» to actively publishing, an editorial calendar, writing cadence: who writes, who's been quiet for 3-6 months, who never published. Auto-nudges: agreed and silent for a month - the signal comes to the team by itself. The author card shows whether they opened the email and how much revenue they brought as a partner.
Affiliates - with revenue numbers, not «by eye»
The partner platform syncs every hour; referred customers are enriched with Stripe data: MRR, commissions, lifetime. A programme dashboard and a weekly Telegram digest: top partners, new signups, who's gone quiet.
Support performance - a ranking instead of feelings
An effort-per-answering-hour metric (chats + emails), fair to vacations and non-answering work. Team ranking, month-over-month trend, a personal PDF report per agent. Motivation tied to numbers both sides can see.
Base analytics and revenue protection
Segments: early churners, loyal, at-risk, abandoned checkouts. Separately - anomalies: who uses the product heavily without a subscription, and who shares access. Signals arrive by themselves, every 15 minutes.
Five loops for five pains.
Each loop closes one ops gap. All are linked through the unified customer card and a shared audit log.
/ 01
Unified customer card
Stripe and PayPal on one page: subscriptions, payments, invoices, tariffs, access. Search by email, ID, API key. Change history per object.
/ 02
Roles and permissions
7 roles, ~40 granular permissions, two-factor auth. «Cancel» and «create» are separate rights; sales is read-only. Every action in the audit log.
/ 03
Money under guard
Idempotency on all money-moving operations, guards against duplicate and excessive refunds, webhooks protected from duplicates and out-of-order events. You can't make the same money mistake twice.
/ 04
The growth loop
Author CRM + affiliates + email campaigns by segment. Growth channels run as processes, not as spreadsheets in one person's head.
/ 05
Team observability
Performance metrics, AI triage of inbound email by category and sentiment, clustering of similar errors: five similar tickets in two hours - a bug files itself.
- Outcome
What changed after the rollout.
+50%
More requests over 6 months, growing gradually. The support team stayed the same: the platform and the in-house chat let it keep up, no one was added.
80-90%
Of manager-level operations closed by support itself - in a scoped, safe surface. Support management no longer spends its time on routine and escalations.
16+ modules
In production: from the customer card and roles to the in-house support chat, email sequences and the author CRM.
What it looks like.
The platform's interface is under NDA, so the screens are blurred. I'll show it live on a call.
Recognise your own ops gaps?
If your managers ping «could you check in Stripe» multiple times a day - that's a signal. Let's talk about what you have and where the first win from an internal admin hub will land.