Check out our 10th Anniversary celebration!

Five Quick Tips for Planning Seasonal Customer Support

If you’re just getting around to planning for the holidays, it’s crunch time. Merchants around the globe, of both the brick and click varieties, are hard at work forecasting, planning, and shoring up processes for the rush that starts in November. If you want to close out your year with a major win, you need to be thinking about growing your support team; it’s a make-or-break element to holiday planning that you can’t afford to overlook. You may be dealing with customers inquiring about deliveries or how to assemble your product, or there may be an unanticipated social media firestorm about your company.

Now’s the time to finalize your plan to cover seasonal spikes. ModSquad has spent the past decade helping clients large and small plan for and implement top-grade seasonal support for service excellence. Here are five factors to consider when augmenting your customer service team.

1. GET YOUR TEAM IN ORDER

Batten down the hatches by assembling the strongest team possible. Whether they’re seasonal support or existing staffers, these are your front-line workers, the people representing your customer service experience. Now is the time make sure everyone knows the latest regarding your brand messages and products. Role-play with your customer service team. Are their responses pleasant? Are customers receiving prompt and thorough responses? You don’t want to find out those answers during the crunch period.

2. TAKE ADVANTAGE OF SOCIAL MEDIA

Today’s consumers, especially during a busy holiday time, turn to Facebook, Twitter, and Instagram for the recommendations and support they need. Make the effort to find new customer advocates. Use social listening tools to see what consumers are talking about now, from competitors and product features to day-to-day woes. How can your product can help those consumers? What can you glean from these trends to make your customers’ shopping experience better? Use all of this information to improve Q4.

3. SPEAK THEIR LANGUAGE

This can mean a few things. If your company is global, ensure your team speaks and writes in the customer’s language. Are your support agents multilingual? Making your customers feel comfortable and appreciated during this season can go a long way toward building brand advocates. If you have a specialized product, be sure your team is fluent in the “language” of that industry. For example, if you sell premium wine gifts online, be sure your agents can pronounce Châteauneuf-du-Pape and speak intelligently about it.

4. ASSIGN WORK APPROPRIATELY

Assign your seasonal workforce the low-hanging fruit. Set up your escalation queues strategically by letting your seasonal staff clear out the calls or emails that require a simple prepared response. If you need help with more than direct support, be creative with how you utilize seasonal workers. Smart brands think about increased volumes in all areas of customer engagement. Make sure your website, customer forums, community pages, and blog are properly managed and moderated during this busy season.

5. USE SUPPORT TEAMS TO EXPAND HOURS

This will allow for greater call volume, and better accommodate today’s 24/7 customer. Don’t rely on your existing team to beef up your hours; ensure employee satisfaction by letting them plan their well-earned time off, and bring in the support team to fill out your expanded hours. And don’t forget your supervisors; make sure you have enough project managers and shift support to handle the increased workflow brought about by adding seasonal workers.

With time, these steps will become a standard part of your holiday planning. Going forward, we suspect you’ll embrace these ideas and use them to optimize your service programs throughout the year. We’ve seen countless clients reap the rewards of seasonal support — seasonal ModSourcing — for the past ten years.

Know Your Meme – When Brands Try Hard to be Cool

Back in school, there was a noticeable difference between cool kids and kids trying too hard to be the cool kids. The same distinction holds true for brands and marketing.

Consider this: By 2020, Generation Z – those born after 1995 – will make up 40% of all consumers. Brands are desperately trying to build relationships with these young audiences now, allowing for time to cultivate loyalty. Among the countless companies vying for the ever-shortening attention span of Generation Z are companies that do so well, and others that, despite their “best” efforts, do not.

Brands: do your research before incorporating the latest trends. Consider the following questions BEFORE using quirky memes or new slang:

  1. What is the origin/history of this meme?
  2. How are most people using it?
  3. Will my audience understand it? ← Important
  4. Does this make sense for my brand? ← Very important

If it seems off-brand, it probably is; consumers can tell when brands are straining to make a connection between a trend and their product or service. Furthermore, consider the existing audience (not just the one you’re hoping to attract) and whether they will understand the reference and find it funny.

In 2015, one cereal company took a big leap when they plastered the back of their cereal boxes with memes adapted to be about its product. Unlike social media content, where lifespan is measured in minutes and hours, packaging stays in circulation for weeks or months. It was a bold move to incorporate such here-and-gone trends, but being a kid-friendly cereal brand, it’s likely these were mostly appreciated by their audience.

If you’re not sure whether to jump on a trend, sites like KnowYourMeme.com can tell you the full history of a meme: how it started and evolved, proper structure and use, and a timeline of its popularity. If you do decide to publish a branded meme, keep a good sense of humor and be ready to acknowledge your fans with self-awareness in the case it’s poorly received.

When it comes to language, stick to your brand tone. Avoid the temptation to include words like “fleek,” “woke,” or “lit” as a way to connect with younger consumers, unless you’re clearly using them ironically or your brand tone has always incorporated new slang. More often than not, brands that incorporate terms like these are perceived less as relatable and cool and more like awkward adults trying to stay hip to the groove.

Ultimately, awareness – of your brand, your audience, and your social media and community goals, as well as the trend around which you’re trying to engage – is key. Using memes ironically is one thing and, with the right level of self-awareness, can actually be rather successful. However, misusing a meme of phrase is more likely to land you on /r/FellowKids than it is to attract a young, genuinely interested audience.

Director Profile: Beth Ryan

Welcome to the latest installment of our Director Profile series, in which we speak with some of the great director-level staff members here at ModSquad. This time we’re speaking with Beth Ryan, our Director, Revenue Operations.

Beth joined the team in September 2014 after well over a decade in the industry and has truly made her mark on the company. She’s proven herself to be an incredibly valuable resource to people from every facet of the organization, and we couldn’t be happier to have her on board. She’s a woman of many talents, but perhaps none more surprising than the ones she revealed in our interview.

What was your background before coming to ModSquad?

A world before ModSquad? Yes it existed, for many, many years! (Maybe too many, but you get the idea.) My early life experiences brought me such skills as drawing blood (I learned to do this as office manager of a medical clinic) and doing a pirouette on a horse. Okay, the horse did the pirouette. I just made sure I didn’t fall off.

Now, to more related work. I’ve worked in the SaaS world for many years, even back when SaaS was really just about selling hardware in big buildings called data centers. I did everything from making sure the staff had paperclips and pagers (remember, this is going back many, many years) to negotiating vendor and revenue contracts, wrangling sales, working with finance, and dealing with internal call centers. That’s right — call centers, those big rooms with lots of people looking at enough giant screens to make NASA jealous! I remember ordering a special glass for one of these centers; our clients could stand in front of it and – poof! — an impressive visual of lights, graphs, and people with headsets would magically appear.

What are your primary responsibilities here? What is an average day like for you?

What do I do each day? I always say that my boss is everyone at ModSquad. As the Director, Revenue Operations, I get the opportunity to work with finance, sales, account management, executives, and the lifeblood of ModSquad, our project managers. All this from the comfort of my orange chair.

If you asked Rich Weil (our SVP, Global Operations), he’d say I do nothing but create grief for him. But I primarily help the sales team with their systems and orders, the finance folks with revenue billings and collections, and the operations group with add-ons and whatever else they need.

What sets ModSquad apart, in your opinion?

As I thought about this, I went back to a question an interview candidate asked me: “Why should I work for ModSquad?” I thought it was a good question, and spouted on for ten minutes about the management, the people, the unlimited client pool, the flexibility, the ability to work in my jammies with my dogs… He finally cut me off and said, “Sold!”

What memorable or rewarding experience have you taken away from your time at ModSquad?

I thought I would share with you my craftwork, which of course I never finished for the company’s tenth anniversary. I really love this company. I love the culture, the people, the potential, the freedom, the innovation, and the message. I think what we do really does add value to the world, our clients, and the betterment of society. I am proud to work for this company.

Celebrating 10 Years of ModSquad

Over the past month, ModSquad has been celebrating an extra special event: our 10-year anniversary! With 10,000+ Mods spread around the world, our Modiversary celebrations took many forms so everyone could be a part of the fun, both in the real world and in cyberspace.

First, everyone in the company had the opportunity to gear up for the festivities with some exclusive Modiversary-themed swag, from mugs and water bottles to tote bags and apparel. If you see anyone sporting these duds in your town, you’ll know they’re part of our gang!

We put our team to the test with our month-long daily trivia contest, complete with swagtastic prizes, and they didn’t disappoint. Look at the big brains on our Mods — it’s clear this group knows about all things ModSquad! Want to test your own ModSquad knowledge? See if you can answer these challenging questions. (No scrolling to the bottom for answers until you’ve guessed!)

  1. ModSquad hasn’t always been ModSquad. What was our name when we were first founded?
  2. In which digital bar was the idea for ModSquad hatched?
  3. What college’s esports team does ModSquad officially sponsor?
  4. What was the company’s first slogan, unveiled at the Virtual Worlds Conference in New York in 2008?
  5. In years past, Derry’s City Factory building (home to our European Operations Centre) was known for manufacturing what product?

Then we put out a call to our talented Mods. We wanted to see what fun ModSquad-themed crafts they could come up with, and they didn’t disappoint. To cap it off, many of them were edible, with ModSquad macarons and cakes just daring us not to chow down on them! While we can’t promise all of those edible pieces are still around, we have visual proof of their existence, along with other great offerings:

Check out the winning entry, from Mod Debora Ferraz in Brazil. Yum!

Given our penchant for partying, you know we had to celebrate with anniversary parties in the digital and physical worlds. We kicked things off with a party in the virtual world of Second Life, where ModSquad got its start. It became a reunion of sorts, with familiar faces (okay, avatars) welcoming new friends as they danced and partied in a bash ten years in the making!

And the party wouldn’t be complete without announcing some company superlatives, like Most Organized, Most Tech Savvy, and Sends the Funniest Memes/Gifs.

We also hosted celebratory gatherings at our three operations centers. In Sacramento, California, ModSquad’s original HQ, friends and family got together to share stories, eat, laugh, and even play a few video games.

Our Derry, Northern Ireland team had a lively nighttime shindig…

Folks in our newest operations center, in Austin, Texas, had some zesty BBQ and other good eats. Judging from the picture below, it looks like everything really is bigger in Texas!

And that’s not all! The company nominated and voted for Modiversary parties in other host cities, expanding the celebration around the world.

Mods gathered in Atlanta, Georgia…

Clarksville, Tennessee…

and Torino, Italy.

The group that had planned to get together in Orlando, Florida, was unfortunately hit with severe weather. Instead of postponing the party for a later date, the local group gallantly decided to donate the funds set aside for the party to Hurricane Irma relief efforts, through the nonprofit organization Save the Children.

It’s great to celebrate how far we’ve come, from our early roots captured by our Founder and CEO, Amy Pritchard in the article, “I Freaked Out, Joined the Mods, Went into Business for Myself and Now… We Are All Killing It.” to our most recent press release, ModSquad Turns 10.  The past ten years have been a whirlwind of excitement and activity, and we’re thrilled to see ModSquad continue to grow as we kick off our second decade. Being a part of ModSquad means something to everyone who joins our ranks… in fact, we’ll just let our Mods explain it for themselves. Click the posts below to see what the team has to say.

Thank you to everyone who has been a part of our 10th anniversary celebration. Here’s to the next ten years!

 

Trivia Answers:

  1. Metaverse Mod Squad
  2. The Thirsty Tiger (in Second Life)
  3. Robert Morris University (Go Eagles!)
  4. “Avatar Staffing for Virtual Worlds”
  5. Shirts

How Your Likes and Follows Are Changing Hollywood

Movie studios, which over the summer unleashed a gamut of blockbuster franchises, are now turning to quieter, more adult-skewing, awards-bait fare. Television networks are positioning their new series in the hopes of finding the next big thing. Through it all, social media plays a vital role, impacting everything from casting to marketing to the prediction of ratings and box office results.

Since the wildly successful viral campaign of The Blair Witch Project (1999), digital marketing has become a standard component in Hollywood’s marketing arsenal; the rise of social media only compounded the importance of leveraging online platforms to fill seats. Now, social media has enough clout to impact the way films are assembled, right from the start. When Game of Thrones’ Sophie Turner acknowledged that she had won a role over “a far better actress” (her words) simply because Turner had a stronger social following, her admission made news. However, it was anything but news to Hollywood casting folks, for whom a performer’s social strength is a vital consideration. Oliver Luckett of L.A. media company theAudience recounts a 2014 casting discussion where it was noted that only two of six actors under consideration had any meaningful social media standing:

They were people like George Clooney, Brad Pitt, and Angelina Jolie—there’s a whole list of them, people who publicly denounce social media… I’ve seen those people’s names on lists literally checked off because they don’t have a Facebook page.

At the other end of the production schedule comes box office tracking, which attempts to predict opening weekend grosses. Firms like RelishMIX are tapped to track social chatter for entertainment entities, and the results are often quite telling. Measuring an upcoming film’s mentions on Twitter can reveal its want-to-see factor. If tracking shows minimal increase in social conversation the month before release, you’re left with bombs like In the Heart of the Sea or Point Break, which saw their mentions merely double in the weeks before release. Compare that with Mad Max: Fury Road and Jurassic World, which saw their buzz jump to 25x and 16x, respectively.

Of similar importance is the combined social presence of a film’s cast (and, in some cases, director). The above chart measures the social impact of today’s strongest film franchises. What’s fueling all this activity on these series’ social pages? Beyond movie clips and pre-release teases, it’s the everyday activity of their casts. The Fast & Furious franchise hits some truly amazing social heights in large part due to the incredibly robust social followings of its cast. For starters, take headliners Vin Diesel and Dwayne Johnson: Diesel has more than 100 million followers on Facebook, while Johnson has 93 million Instagram followers. In fact, on August 30, Johnson’s Instagram account posted a screenshot from The Hollywood Reporter naming him the number-one actor in social media. Yes, the industry stalwart offers, along with their box office tallies and Nielsen ratings, a weekly ranking of performers based on their social activity.

Still, a strong social cast can’t overcome the strongest influencer on social media: word of mouth. A recent box office showdown saw The Hitman’s Bodyguard released against Logan Lucky. The latter had a stronger social cast (110.4 million to Hitman’s 76.4 million), with Logan star Channing Tatum alone having more followers than Hitman’s Ryan Reynolds, Samuel L. Jackson, and Salma Hayek combined. Yet the online chatter went in Hitman’s direction, with not-so Lucky falling victim to the Twitter Effect; the films’ grosses support the audiences’ early verdict.

On the small screen, networks are increasingly relying on audiences’ interactions with their favorite shows on social media to boost ratings. One such series that has seen its fortunes maintain a steady viewership over 15 years (when most other shows would have long since vanished) is the Bachelor franchise. The show has an extremely active social fan base, known as “Bachelor Nation,” that eats up the plethora of live-tweeting commentators as much as the show’s contestants covet the Final Rose. While host Chris Harrison admits that the franchise’s longevity is “a bizarre anomaly in TV,” it’s the strong social hold that keeps viewers coming back year after year.

It’s no wonder longtime ratings measurement company Nielsen recently launched its Social Content Ratings, which analyze “owned and organic activity” within the total television conversation. And other ratings companies are following suit: Kantar Media now incorporates Facebook and Twitter engagement into its TV ratings reporting.

Production companies, networks, studios, and even the performers and creators themselves have to come to terms with a new mantra — tweet or die. They need to remain engaged with their fans in an organic, genuine way. As people who’ve managed engagement for a number of big names, we can attest to how important it is to set the right tone and ensure an ongoing, organic conversation. Social-averse players would be smart to seek similar help with their own engagement. We’re ready when you are, Brad and George.

Mod of the Month – August 2017

August has come to a close, and while some in the Northern Hemisphere may lament the end of summer, we at ModSquad know the end of the month is always an exciting time. Why? Because it’s when we celebrate our newest Mod of the Month! This month, we’re pleased to introduce customer support Mod extraordinaire Shaena Wingler.

Shaena joined ModSquad a little over a year ago and has quickly become an invaluable asset to the various projects she works on. Not only is Shaena hardworking and ambitious (just ask any of her project  managers), she is also passionate about ModSquad’s overall mission, which is what drew her to us in the first place.

I felt inspired by ModSquad’s drive to uniquely tailor customer service to each individual client. It was a new concept for me and an exciting one. I had to be a part of it!

Shaena currently works with a number of our clients, providing customer support and moderation. For one client, she assists the visually impaired, providing phone support on their accessibility line. For another, she moderates art projects submitted by online community members, in order to ensure they align with our client’s terms of use. And as if those don’t keep her busy enough, as a member of our Scan Team, Shaena moderates various community forums to ensure safe and welcoming digital environments.

Prior to joining ModSquad, Shaena worked for the Home Shopping Network and provided customer service in a high-volume call center. She loves to stay busy and doesn’t shy away from challenges, both of which allow her to excel in customer support.

I love helping people, solving problems, and the challenge of making a potentially unhappy person happy again!

In her spare time, Shaena loves spending time with her family, especially her two children. Among her many hobbies are arts and crafts, playing the violin, cooking and baking, and reading. Clearly it’s not just at work that Shaena keeps herself busy!

For Shaena, being Mod of the Month is an achievement she’s proud to have unlocked.

When I first started with ModSquad, one of my teammates was selected as Mod of the Month. I remember thinking how much I wanted to be Mod of the Month someday.

Shaena isn’t the only one who’s happy her time as Mod of the Month has arrived; the project managers who’ve worked with her over the past year have seemingly endless praise for her and are thrilled to see her recognized.

“Shaena joined the Scan Team and has rocked the socks off of that project right from the beginning. She’s quick to learn and dependable. I was so impressed with her that I asked her to join another project of mine. She jumps right in and gets the job done every time!”
—Teresa Moore, Project Manager

“I have Shaena on two of my projects and she is fantastic! On one of my projects she has stepped up and taken shifts that aren’t the easiest to fill. She is an all-around awesome Mod!”
—Suzie Owen, Project Manager

“Shaena learns quickly and is excellent at taking direction. She is always eager to pick up shifts and help out the team to ensure everything runs smoothly. She consistently has high QA scores. The service she provides on the Scan Team for other PMs and clients is superb!”
—Sarah Christian, Assistant Project Manager

Notes from the Gamescom Floor

Every year, I count myself blessed that I get to attend the massive, epic game industry show that is Gamescom in Cologne. Not only is Cologne my favorite city in Germany, but the show is a unique opportunity to meet up with ModSquad’s awesome EU clients, as well as many of our American and Asian ones. And it’s great to meet new folks from game industry companies from around the world.

It’s always fascinating to me to see how Gamescom combines the business side of a show like E3 with the player energy of a show like PAX. While I have mostly attended Gamescom in the past on my own, this year ModSquad was represented by both myself and Clive Jefferies, our VP, Sales for the EU. Having a partner for a massive show like Gamescom was a different experience, and a much less hectic one!

As always, the show was a learning experience. Esports continues to be a growing trend, with more and more games being designed specifically for that burgeoning market. When you see a game like Rocket League get so popular, especially coming from an indie house, you can bet that a lot of game developers are going to follow suit, and it showed at Gamescom.

It was also interesting to speak with folks from established game companies with strong PC niche games; many of them are making major efforts to branch out into the mobile space with games and/or apps geared toward their already loyal core audiences. The mobile space in general, of course, is still as hectic as it’s been for the past few years.

Gamescom itself seems to be adapting to the huge crush of weekend crowds by spacing out the show floor access to earlier days in the week, which I’m sure made the fans happy. Certainly, the show just seems to be getting bigger and bigger, which is great news for the players.

Thanks to shows like Gamescom, ModSquad is also getting bigger and bigger, and I look forward to being in Cologne for Gamescom, Kolsch Beer, and Haxen for many years to come.

Rich Weil
Senior VP, Global Operations

I Freaked Out, Joined the Mods, Went Into Business for Myself and Now… We Are All Killing It.

In 2007, our very first brochure was a Mod dossier sealed in a plain manila envelope marked “TOP SECRET” to promote our Avatar Staffing for Virtual Worlds. I suppose our marketing team today would be horrified at the thought of sealing away your company sales information in an envelope marked “DO NOT OPEN.”

But we have never done anything traditional at ModSquad. We don’t hire traditional people, we don’t work in traditional offices, and we certainly don’t have traditional personalities. I worked as a button downed lawyer in a sea of the same for 10 years before founding ModSquad. I have now matched those 10 years working mostly from my PJs in an ocean of personalities. I couldn’t be more grateful for the excitement, education, friendships, and direction this amazing company has led us all to. I honestly hope you all feel the same.

So for that, a code.

“16-6-2-8    17-6-11   7-13-11-5”

The first person who figures it out and emails me will receive a (very) special treat.

Here’s to us,

–Amy, CEO

How to Make Your Zendesk Installation Right

So your company has decided to bring in the Zendesk customer support system. It’s a great tool, one that can reward users handsomely with streamlined tracking, prioritizing, and resolving support tickets. But you’ve got to be smart about your next steps. Now’s the time to build a solid foundation by designing views and workflows that can maximize your team’s productivity.

Take Phoenix Sky Harbor Airport for example. Serving 44 million passengers annually, PHX is one of the ten busiest airports in the United States. When any organization is tasked with assisting more than 100,000 customers per day, it can be overwhelming to their support systems. That’s why Phoenix relied on ModSquad to implement their Zendesk customer support solution. Working with multiple divisions at the airport, contacts at external organizations, and with key stakeholders in the local government, ModSquad helped establish a user-friendly help portal and customer management system that’s cleared for takeoff.

That’s because setting up clients with the Zendesk support solution is old hat to our Mods. With more than 100 Zendesk installations to date, ModSquad has set more organizations up on the platform than any company other than Zendesk itself. We’ve set up and optimized so many Zendesk accounts that we’ve seen what works and what doesn’t — things that may sound great in theory don’t always work out so well in actuality. The insights we’ve gained from our abundant real-world experience with Zendesk are invaluable.

If you’re already a Zendesk customer but it’s been a while since your initial setup, or you feel you’re not taking full advantage of all Zendesk has to offer, we can help:

  • Maybe you have some processes that take 12 clicks, when they only need to be five clicks. It may not sound like much, but over time it really affects productivity and results.
  • Perhaps you have tools that you’re paying for that were never properly integrated—a wasted opportunity.
  • Could it be that your data flow is inefficient, resulting in poor reporting and a lack of control over your processes?
  • It might just be that there are great new integrations available in the Zendesk marketplace that would be perfect for your purposes—you just don’t know what they are or what they can do.
  • Or you may just want to replace another customer support solution with Zendesk, but don’t know where to begin.

As a Zendesk authorized partner, ModSquad regularly helps companies implement, configure, and maximize Zendesk to manage their support goals. We’ll scale your help-desk systems with services including initial implementation, integration of chat, phone, and social support systems, and optimization of the overall support experience. Our Mods will jump into your current Zendesk operations, create support strategies, customized reports and dashboards, and train your internal team on support objectives and the Zendesk application.

Once you’ve launched (or plan to implement) the Zendesk support platform, ModSquad’s an ideal partner to maximize your investment. Need someone to staff your Zendesk instance during nights, weekends, or holidays? Look to us.

Besides, we’re not only a Zendesk partner, we’re also the company Zendesk turns to when they need to augment their own customer support. If Zendesk relies on ModSquad, shouldn’t you?

Mods Around the World – Marco Scardella

As our summer voyage to meet Mods from across the globe comes to an end, we touch down in Budapest. That’s the current home of Marco Scardella, a native Sardinian who’s lived in more countries than most grade schoolers can name.

Now that he’s situated in the capital of Hungary, Marco’s getting to know the city and its people. He’s not alone: with more than four million tourists arriving each year, Budapest is the sixth most popular tourist destination in Europe. Those visitors can be found escaping the heat by riding in one of the world’s largest underground subway systems and drinking tap water from drinking spouts on the streets’ fire hydrants. Fun fact: if it weren’t for Budapest, we might not have the Rubik’s Cube, whose inventor was born in the city.

As he spends time in Budapest, Marco feeds his lifelong wanderlust with weekend European excursions. As a teacher as well as a touring opera singer, Marco made his way across Europe and Asia and settled in countries far and wide. Along the way, he picked up the ability to converse with people in many languages; this predilection for communications has served Marco well in recent years, with his career focusing on customer-facing support roles.

Tell us about your background and previous jobs.

I’ve travelled since I was very young, and learned several languages. This allowed me to quickly find work to help pay for my studies. I taught for 13 years and have worked in customer service roles for the past seven years. Those roles have ranged from front- and back-office jobs to working at a contact center, as a translator, a tour guide, a tourist event manager, and as an interpreter. In addition, I perform as an opera singer (I’m a baritone) and teach part time.

Tell us about where you’re from.

I was born in a beautiful Italian island in the middle of Mediterranean called Sardinia. It has a population of 1.6 million. My city, Cagliari, is on the sea. The food, language, and architecture have a strong Spanish influence, as this region was under Spain’s dominion for four centuries. The main language is Italian, of course, but people also speak Sardinian, another Romance language. It’s very different from Italian, so much so that during WWII the Italian Army radio operators were Sardinians, and the spies weren’t able to understand anything!

But you didn’t stay in Sardinia, did you?

No! I’ve lived all over the world, moving to London when I was 18, touring as a singer around Germany and Eastern Europe, and studying for two years in Milan. I later sang and taught in Poland, Romania, Hungary, and the Czech Republic. I then moved to Asia for three years, working and volunteering in Japan, Taiwan, South Korea, Malaysia, Indonesia, China, Vietnam, and Laos. After some time in Rome and the Ukraine, I most recently moved to Budapest. I love this city; it’s beautiful and very livable. So far, I’ve visited 74 countries, including every nation in Europe.

What led you to ModSquad?

I was looking for a home-based job for a while when I saw an ad for an Italian-, Spanish-, and English-speaking moderator/customer service position. It was perfect. Since coming onboard, I’ve worked on six projects, and I’m super happy! ModSquad offers me the ideal job, since I can bring my skills with me should I make another move.

What languages and skills do you use for work?

In my current project, I’m working in English and Italian, but I also help out with projects requiring Spanish or other languages (I speak six languages fluently and can get by in another four). I’ve been doing moderation, customer service, and even translation.

What sets ModSquad apart, in your opinion?

I appreciate the job’s flexibility and the opportunity to work on different interesting projects. Of course, the people—from the project managers to my fellow Mods—are all talented, hardworking, and fascinating people. I’ve even been able to meet a few of them, and I wasn’t disappointed! I see ModSquad as one big family.