The shift forces many marketplaces and vertical SaaS companies to suddenly shoulder the burden of billing, disputes, and refunds. Rather than building internal teams from scratch, platforms can utilize Horatio’s omnichannel support to handle chargebacks and subscription complexities. CEO Jose Herrera emphasizes that customers remain unaware of backend infrastructure changes, expecting the same level of service regardless of vendor policy shifts.

Building an in-house operation often demands significant time for recruitment and training, a luxury many platforms lack during a support transition. Horatio integrates its teams into existing workflows to ensure consistency across email, chat, and phone. CFO Jared Karson notes that these interactions represent critical moments of trust, particularly when money is at stake. To mitigate risk, the company maintains PCI, SOC 2, and GDPR-compliant processes to protect sensitive customer information. Since 2018, Horatio has scaled to over 3,500 employees, now offering this specialized billing support to help companies navigate the complexities of modern payment ecosystems.