Customer support outsourcing for SaaS & startups

What rules does customer support follow for SaaS?

1. CASL for Canadian outreach. Commercial electronic messages to Canadian contacts need express or implied consent under Canada's Anti-Spam Legislation, enforced by the CRTC, with the sender identified, a working unsubscribe honored within ten business days, and a record of when and how consent was obtained. Implied consent from an inquiry or an existing business relationship expires, so your assistant tracks the date on the record rather than assuming the address stays mailable.
2. GDPR and UK GDPR for European contacts. Prospect and customer data from the EU and UK needs a lawful basis, a record of the legitimate interest assessment where that is the basis, and an easy route to object. Data subject access, correction and deletion requests are logged the day they arrive and routed to your data protection contact, never answered by the assistant. Work happens inside your own tools under named accounts, which keeps your processor records straightforward.
3. TCPA and do-not-call for US phone outreach. Calls and texts to US prospects follow the Telephone Consumer Protection Act enforced by the FCC: documented consent or an established business relationship, calling hours of 8am to 9pm local time, scrubbing against the National Do Not Call Registry and your internal suppression list, and opt-out wording on every text. Mobile numbers are never autodialed, and state mini-TCPAs in Florida, Oklahoma and Washington are applied by area code.
4. Least privilege on customer data. Assistants work under named accounts with the smallest role that does the job, on managed devices with MFA and no local storage. No production database access, no exports of customer records to personal drives, and no card data, because payments live in Stripe or your own checkout. Vendor security questionnaires from your customers are routed to your team rather than answered by the assistant, and access is revoked the day you ask.