Trust & Safety
Anyone can clear a queue. The hard calls are another matter.
Content moderation, community management, crisis management, and platform safety — in 90+ countries and 55+ languages, around the clock, since 2007.
It comes down to judgment
Your community is your brand. What gets through, what gets removed, and how fast — every decision shapes how your users feel about you. Getting those calls right matters more than getting through them fast, and getting them right takes judgment.
Judgment is the ability to apply policy in context: recognizing satire from abuse, coordinated behavior from coincidence, cultural norms from policy violations, and genuine crises from everyday noise. It's the work humans still do better than machines — and where getting it wrong does the most damage.
Some vendors brag about how many pieces of content they've reviewed. We stopped counting. Volume is a commodity. Judgment isn't. We optimize for judgment.
How judgment plays out across every service →What We Do
From routine content queues to real-time crisis response, we cover the full spectrum of trust and safety across every channel, content type, and community format. Eight specialized services, composable to fit your operation exactly.
Moderation
Content Moderation
Text, images, video, audio, and live streams — routine queues through high-sensitivity escalations. AI pre-classifies, humans make the call. Every piece of content that matters to your community gets the right level of review, at the speed your platform demands.
Community Management & Intelligence
Strategy, staffing, and day-to-day operations across forums, Discord, in-app channels, and social platforms. We go where your community lives — and we keep it engaged, safe, and growing. Every moderation queue is also a stream of signal we surface in real time: early warning on emerging threats, brand sentiment trends, and the patterns your product and policy teams need before problems compound.
Crisis Management
When a hate campaign goes viral, coordinated abuse floods your platform, or real-world violence spills into your community, you have hours — not days — to respond. ModSquad's distributed, always-on team means the bench is ready, the protocols exist, and the response starts immediately.
AI
AI & GenAI Safety
Red teaming, RLHF/RLAIF, bias detection, hallucination detection, and deepfake identification. As AI-generated content proliferates across every platform, the line between human and synthetic content gets harder to call, and the consequences of getting it wrong get more serious. We've been making those calls since before the models existed.
Data Annotation & Labeling
The training data behind your AI models is only as good as the humans who labeled it. We provide structured annotation across text, image, video, and audio — including multimodal annotation, domain-specific labeling, and content classification for AI safety. People who understand context, not just categories.
Social Media Operations
Social Strategy & Operations
Social strategy, listening, campaign management, influencer programs, and crisis response. Social has been our native language since 2007 — across every channel, in every timezone, in-market.
Fraud & Platform Integrity
Fake accounts, coordinated inauthentic behavior, marketplace scams, and identity abuse don't just hurt users — they erode platform trust at scale. Because our teams are already inside your platform running moderation, they're often the first to spot fraud patterns automated systems miss. We extend that into fraud detection, account integrity, marketplace review, and user appeals — the same people, the same context, faster signal.
Moderation as Customer Support
Moderation is your first line of contact with your community — and handled well, it's also your first line of customer service. Our Mods don't just remove what's harmful; they respond, reassure, and resolve. Proactive moderation catches issues before they become brand problems, and turns your safety operation into a customer experience asset.
At a glance
| Content types | Text, image, video, audio, live stream, ads |
| Channels | In-app, web, social, forums, Discord, marketplaces |
| Fraud & risk | Fraud detection, risk operations, user appeals |
| AI safety | Red teaming, RLHF/RLAIF, bias detection, hallucination detection |
| Languages | 55+ (see list) |
| Countries | 90+ |
| Coverage | 24/7/365 |
| Shrinkage | 1% annually (industry avg: 15–30%) |
| Avg. ramp time | 2x faster than industry average |
| Scalability | 40% built-in surge capacity |
| Security | Cubeless secure workspace (details) |
| Certifications | SOC 2 Type 2, HIPAA, PCI-DSS |
| Regulatory | GDPR, DSA, DMCA, COPPA |
| Billing model | Hourly (why this matters) |
What you get with ModSquad
How we're built decides what your operation can do — who does the work, how they're scheduled, and how far we let AI go.
Nearly two decades of experience and operational data.
We've been doing this since 2007 — before it had a name. Every program we've run, every policy we've enforced, every crisis we've managed compounds into how we approach yours from day one.
Mods who chose to be here.
Our Mods self-select into projects by domain interest and expertise. A Mod who chose gaming because they’re a gamer catches what an assigned reviewer misses — the context, the culture, the difference between toxic and just heated.
Human and agentic AI working together.
Automation handles volume, routing, and pre-classification. Humans handle nuance, context, cultural sensitivity, and the gray areas algorithms consistently get wrong. We design the handoff — where AI stops and a person steps in.
Crisis-ready, always.
We keep roughly 40% surge capacity in reserve. For an unplanned crisis we activate within hours — the bench is ready, the protocols are written, and the response starts immediately.
A distributed global workforce — not a call center.
We don't run a boiler room. Our workforce spans 90+ countries, scheduled in short intervals instead of rigid six- or eight-hour shifts. Fresher people make better decisions. Wellness is built into the model and reinforced with dedicated programs.
Institutional knowledge that doesn't walk out the door.
Our single-digit annual attrition rate — against an industry average of 15–30% — means the people who know your platform, your community, and your edge cases stay. Your results keep getting better over time because you're not constantly rebuilding the team.
Consulting
Policy and compliance take judgment too
The same judgment that runs your queues can design the program behind them. We develop and refine content policies, build the tooling and workflows that enforce them, and keep you ahead of DSA, DMCA, COPPA, and emerging AI rules — grounded in two decades of operational experience. Advise, implement, optimize, or stay on to operate: you choose how far we take it.
Consulting services →How It Works
1. Policy & risk assessment
We review your existing policies, content types, risk profile, and platform dynamics — then build and apply our proprietary Behavior Matrix to map enforcement decisions.
2. Team assembly & onboarding
We recruit Mods with relevant domain experience and calibrate them against your policies through structured test queues.
3. Controlled launch with QA
We ramp with QA coverage to ensure consistency and catch edge cases before they become patterns.
4. Continuous improvement
Feedback loops between moderation data, policy refinement, and automation tuning. We surface trends so you can act on them.
What Our Clients Say
It is truly about saving lives. Having ModSquad as part of the team gives us peace of mind that our community is always watched over.
ModSquad represents the first welcome Ireland has for our consumers.
Outcomes
FAQ
What does ModSquad do for trust & safety?+
ModSquad provides outsourced trust & safety services including content moderation, community management, social media operations, policy development, fraud and risk operations, user appeals, and AI safety (red teaming, RLHF, bias detection). ModSquad has done this work since 2007 — before trust & safety was its own discipline.
What is the difference between content moderation and trust & safety?+
Content moderation is one component of a broader trust & safety program. T&S also includes policy development, community management, fraud prevention, regulatory compliance, and crisis response. ModSquad covers the full spectrum — not just the review queue.
Does ModSquad offer AI safety services?+
Yes. ModSquad provides red teaming, RLHF/RLAIF, bias detection, and hallucination detection for AI systems. These capabilities draw on two decades of content moderation and policy expertise — understanding what's harmful and why is the same skill set, whether the content comes from a person or a model.
How do you handle moderator well-being?+
Both the model and dedicated programs. Mods choose the projects they work on, and we schedule in short intervals rather than long, rigid shifts — so the work stays sustainable by design. On top of that: structured wellness support, rotation schedules, and escalation paths that route the hardest decisions to senior Mods.
What languages do you support for moderation?+
ModSquad moderates in 55+ languages using native speakers who understand cultural context — not just vocabulary.
Can you work with our existing moderation tools?+
Yes. ModSquad works with your existing tools — integrating, configuring, and tuning them as part of our composable technology approach. We also have strong views on the best tool for each job and are happy to walk you through those recommendations.
How fast can you scale moderation during a crisis?+
ModSquad's distributed model provides roughly 40% surge capacity at any time. For planned events (product launches, campaigns, seasonal spikes), we pre-position additional Mods. For unplanned crises, we can activate our bench within hours.
Tell us what you're up against.
The queues, the crises, the calls that don't fit a clean rule — bring us the hard parts.
Get in touch