For social platforms, creators and online communities
The team behind your community.
Your platform is the people on it, and what they post. Looking after both is what keeps it a place people want to be.
Book a call
What we do
Someone reports a post, someone asks why theirs came down, a creator asks where a payment is, someone new applies to join. Each of them is a person waiting to hear back.
Which parts we take on is up to you
It could be moderation, with what people post checked against your rules. It could be the reports and appeals your users send in. Or it could be support for your creators and members, applications to join, or your users’ account questions.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
The people who use your platform, the people who make things for it and the businesses that pay for it all get in touch, and seldom about the same thing.
Users and members
At all hours
- Reporting a post, a comment or another user
- Asking why something of theirs was removed
- Locked out, or an account someone else got into
- How something works
- Asking for their account to be deleted
Creators
About their work, and what they’re owed
- Applying to join, or to take part in something
- Why a post or a video is still waiting
- Where a payment is
- A warning, or an account that’s been paused
Brands and advertisers
Where you work with them
- Where their content or campaign has got to
- Asking for something to be changed
- A question about an invoice
- Something posted about them
What we’d take on.
Each is done in your name and in the tools you already use. Whether it’s one or several is up to you.
- Content moderationWhat people post, checked against the rules you’ve written.
- Reports and appealsWhat your users flag, taken in and decided, with the reason sent to the people involved.
- Creator and member supportJoining, getting started, payment questions and account standing.
- Applications and submissionsPeople asking to join and content sent in for approval, checked against your criteria.
- User supportAccess, accounts and how things work, answered from your help pages.
User support
An account someone else got into
- Your proof-of-ownership steps followed
- Owner told what happens next
- Posts made in the meantime passed to you
Handled the way your steps say
Around the community
And the things you hadn’t thought to ask for.
Six more things we could run, set up or plan with you.
- We set it up
Your rules, written down
Community guidelines and a checklist for whoever reviews against them, so two people reach the same answer.
Processes and knowledge base - We set it up
Help pages people can find answers in
Written from the questions your creators and members keep asking.
Processes and knowledge base - We set it up
What’s being reported, and why
Every report and question tagged by cause, so you can see what is driving the work.
Reporting - We run it
Your own social channels, answered
Comments and messages on the accounts you run yourselves, replied to in your name.
Social media inboxes - We run it
Campaign content, checked for a brand
Videos and posts made for a campaign checked against the brief before the brand sees them.
Content moderation - We plan it with you
Growing without the queue running away
How the work should be organised, and what to put in place before the next stage.
Consultancy
When it all arrives at once
An evening when something takes off.
Some busy times you can see coming, and cover for those is planned with you ahead of time. Others arrive in an evening.
Posts and reports, through one evening
An illustration
- An ordinary evening
- A post spreads, and the reports follow
- Settling down
- Worked in the order your rules setYour rules say what is looked at first when there is more than anyone can read at once.
- You hear as it buildsWho is told, and how, is settled with you beforehand, not worked out on the night.
- Afterwards, what it showedWhat came in, what was done about it, and what your rules didn’t cover.
The team behind it.
Your users and creators deal with your platform, through a team working to your rules and in your tools.
Ours to hire and lead
Trained on your platform and your rules before they make a decision. Led by team leads whose job is coaching.
How we workWhat the team will see
Gone through with you before anyone starts. Where it could be distressing, how people are looked after is settled first.
Content moderationYour users’ data
Named logins, access only to what the work needs, and one client’s information never visible to another client’s team.
Security and data protection
Questions, answered.
The things platforms and communities are likely to ask first.
What kind of work can you help us with?
It could be content moderation, reports and appeals, support for your creators and members, applications and submissions, or support for your users. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just evenings and weekends, or an event we know is coming?
Yes. It could be the hours your own people are offline, or a busy time you can see coming, planned with you ahead of time.
Does the team decide bans and suspensions, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can act on everything your rules cover, suspensions included. Or you can keep suspensions, exceptions and anything in doubt for yourselves.
Will the team work in our tools?
Yes. That might be a moderation tool, a helpdesk and your own admin. The team works in whatever you run on. Each person needs a login of their own in each, which is yours to give, because we don’t work from a shared password.
How does the team learn our platform and our rules?
Through training, before anyone makes a decision for you. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
What about content that’s hard to look at?
What the team will see is worked through with you before anyone starts, case by case. The ordinary unpleasantness of anywhere people can post is part of the work. Where it involves distressing material, we put the right support in place first for the people doing it, such as a limit on the time anyone spends on it, other work to move between, and someone to talk to.
Where is the team based?
In one of our three locations, in the Philippines, Portugal or Ireland. Which one depends on the hours, the languages and the work you need, and we settle it with you at the start.Where we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work platforms and communities are most likely to need, not everything we do. If the work follows a process and happens in a queue, an inbox or your own tools, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
More for technology businesses.
- TechnologyThe whole group, from software and apps to marketplaces and social platforms.
- Content moderationWhat people post or send in, checked against your rules.
- Community and creator supportThe people your platform runs on, helped to join, get started and get paid.
- All industriesThe other kinds of business we work with.
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
Book a call