ModSquad

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Overview

10000+

Employees

2007

Year Founded

ABOUT MODSQUAD

Customer Experience Services for the Best Brands

ModSquad is a leader in the Customer Experience (CX) Service sector. Renowned brands worldwide rely on us for outsourced customer support, content moderation, trust and safety, community management, and social media services. Save money while achieving greater results. Since 2007, we have redefined traditional outsourcing by embracing remote work and avoiding the use of lifeless cubicles in call centers. We protect our distributed team through Cubeless, our innovative security platform currently pending patent. Our services are billed by the hour, allowing you to avoid the burden of inefficient full-time employees. Our team members, known as Mods, possess such experience and empathy that calling them "agents" doesn’t do them justice – and that's why we refer to them as Mods!

Languages Spoken

English

HIGHLIGHTS

10000+

Employees

2007

Year Founded

Services

Focus

Industries

Clients

Services Provided+1 Services

8% Other IT Consulting and SI

2% BI & Big Data Consulting & SI

2% Generative AI

8% CRM Consulting and SI

20% Digital Strategy

20% Operational Process Consulting

14% Customer Support Outsourcing

6% Support Technology Implementation (Zendesk, Intercom, Freshdesk)

About the Team

OUR STORY

Founded in 2007 by a Silicon Valley lawyer with a passion for moderating online communities, our company has been at the forefront of customer experience (CX) innovation for nearly two decades. As pioneers in trust, safety, and community management, we've revolutionized content moderation and customer support, moving beyond traditional call centers. Originally known as Metaverse Mod Squad in the UK, we embraced remote work early, establishing a global network of skilled professionals known as Mods—the top 1% of CX talent who engage authentically within communities rather than following scripts. We've also developed a secure remote workspace platform powered by Cubeless. Committed to excellence and community, we continue to lead in creating safe, engaging digital experiences while supporting causes like Extra Life.

Portfolio

Spotify Doesn’t Miss a Beat with ModSquad's Help

Spotify

Have you ever considered how companies like Spotify manage to keep their vast global customer base happy? The answer lies with ModSquad. What makes Spotify rely on ModSquad? How quickly do they respond? To what extent? Discover all the insights in our case study and find out why they describe us as “a dependable, essential partner. It has significantly improved our operations.”

VSCO Delivers Picture-Perfect CX

VSCO

VSCO is recognized as a leading social media platform for creatives. However, when they needed assistance with customer support, they realized that traditional outsourcing was not effective due to its high costs and inflexible nature. Frustrated with the expense and subpar quality, VSCO sought a modern alternative. They partnered with ModSquad, which helped them reduce costs, enhance customer satisfaction, and allowed them to concentrate on their core strengths. Unlike conventional outsourcing firms, ModSquad operates by providing services on an hourly basis rather than offering full-time equivalents (FTEs). This enables precise scheduling of support staff according to VSCO's needs, eliminating inefficient scheduling practices and unnecessary waiting time. “We didn't have that before,” Hale observes. “Although we had part-time support agents, we couldn't effectively manage their hours, so this flexibility is a great advantage for us.” VSCO found that the lack of adaptability in their previous vendor's scheduling was a major issue. “To effectively scale our support team and add more agents, we wanted to avoid being locked into a rigid schedule.” ModSquad allows clients to adjust their coverage as needed. “The ability to flexibly increase or decrease support is essential for us,” Hale adds.

World Rushed to Video, Vimeo Turned to ModSquad

Vimeo

This is how we assisted one of the leading video platforms in swiftly scaling operations to meet rising demand while simultaneously enhancing their key performance indicators. BEFORE THE PANDEMIC, the Mods were already taking care of Tier 2 technical support for Vimeo. Long recalls, "They not only talked the talk but also successfully integrated their team into our current operations." Satisfied with the outcomes, Vimeo invited ModSquad to manage some Tier 1 support as well. Long mentions, "ModSquad was fully prepared to take on the task." The Tier 1 project was not merely about increasing the number of Mods; it required the creation of workflows and documentation, the establishment of Zendesk administration tools, and the strategic planning of support queue routing. The Mods quickly escalated from managing 40% of incoming support requests to nearly 90% of the average monthly 30,000 requests. The results are impressive: Learn More: https://modsquad.com/resources/vimeo-case-study

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