What we do

Social Media Moderation and Customer Care Services

One team of trained human moderators covering the comments, messages, reviews and conversations your brand is responsible for — days, nights and weekends.

We are not a social media management agency. We monitor and moderate owned and earned channels.

Get Started Now See what we cover

24/7 human moderators
Multiple languages covered
Scale up and down as volume moves

Your week, hour by hour

168 hours a week your audience can post. Your team covers about 50.

Mon Tue Wed Thu Fri Sat Sun

12am6am12pm6pm12am

Office hours
Nights
Weekends

We cover the squares you cannot. How coverage works →

One team, every channel, around the clock

Most brands do not have a moderation problem and a customer service problem. They have both, in the same comment thread, at the same time of night. A question about a delayed order sits three replies below something that should never have been posted at all — and both are still there in the morning.

Online Moderation covers the whole of that thread. The services below are split up the way budgets and job titles are split, but the work is done by one team of trained human moderators who learn your guidelines, your tone and your escalation rules once and then apply them everywhere you are exposed.

You choose the hours you need covered rather than the headcount. Weekends only, weekdays, overnight, or all of it — and you can move between them as your volume moves.

“Do we need moderation or customer service?”

Almost every brand that asks us this needs some of both. The useful question is which channels are exposed, and during which hours nobody is watching them. Start there and the service mix answers itself — see which service you actually need.

1Team and one set of guidelines, applied everywhere
24/7Human cover, including nights and weekends
0Automated replies sent to your customers

Our services

Pick the ones you need. The team behind them is the same.

Every service below is delivered by moderators who work to your guidelines and your brand voice. Most clients start with one or two and add the rest as coverage widens.

Content moderation

Trained moderators review comments, replies, posts, photos, video and other user-generated content against your guidelines — removing what breaks them, escalating what needs your decision, and leaving the rest of the conversation to breathe.

Content moderation services →

Social customer service

Questions, complaints and direct messages answered in your voice, through your workflow and your tools. Sensitive conversations are taken private rather than argued in public, and nothing waits until Monday.

Social customer service →

Reddit engagement

Reddit rewards brands that turn up as people and punishes the ones that turn up as marketing. We watch the subreddits where you are discussed, answer questions in the room's own language, correct misinformation with sources, and moderate your own subreddit if you run one.

Reddit engagement services →

Reputation management

We watch what is being said about your brand across social platforms, review sites and forums, respond to negative feedback quickly and professionally, and get hold of you the moment something looks like it is turning into a crisis.

Reputation management →

Social lead management

The same moderators watching your channels spot the comments, mentions and messages that are really sales enquiries, reply while the interest is still live, and hand the qualified ones to your team with the context attached.

Social lead management →

Review management

Reviews answered promptly and in your voice wherever they land — the positive ones acknowledged, the critical ones handled before they set the tone, and the recurring themes reported back so you can fix the cause.

Review management →

Which service do you actually need?

The service names matter less than the thing that is going wrong. Find the row that sounds like your week — and if two or three of them do, that is normal, and it is one conversation rather than three.

What is happeningThe service that covers it

What is happeningOffensive, spammy or off-brand content is appearing under your posts

Covered byContent moderation

What is happeningQuestions and complaints sit unanswered overnight and at weekends

Covered bySocial customer service

What is happeningA thread somewhere you do not control is turning into a problem

Covered byReputation management

What is happeningReddit is talking about your brand and nobody from your side is there

Covered byReddit engagement

What is happeningPeople are asking to buy in the comments and nobody replies in time

Covered bySocial lead management

What is happeningReviews are stacking up unanswered on Google, Trustpilot or the BBB

Covered byReview management

Not sure where your week fits? Tell us which channels are exposed and which hours nobody is watching them, and we will tell you what you need — including if it is less than you thought.

Talk to a moderation specialist

How we staff and scale

You are buying covered hours and trained people, not software seats and not a ticket queue. Here is what that looks like from the first conversation onwards.

Step 01
We learn your guidelines
Before anyone replies on your behalf we go through your community guidelines, your tone of voice and your escalation rules, and write down the decisions nobody has made yet. If the guidelines only exist in someone's head, we help you put them on paper.
Step 02
Your moderators work your channels
A dedicated team covers your channels during the hours you have chosen, inside the workflow you already use — Sprinklr, Hootsuite, Sprout Social, SocialSuite or the platforms' own tools. Nothing has to be rebuilt around us, and we become part of your team rather than a vendor at arm's length.
Step 03
You scale it up and down
Weekly or monthly check-ins and reporting on what came in, what we handled and what needed you. Product launches, live events and unexpected spikes get more people for as long as they last, then the schedule goes back to normal.

Coverage windows, combined however you need them

Weekends6pm Friday through 8am Monday
Weekdays8am to 6pm, Monday to Friday
Nights & weekends6pm to 8am, with weekends included
High volumeLarge communities, launches and live events

What every engagement includes

Facebook, Instagram, X (Twitter), LinkedIn and YouTube monitoring
Moderation for any social channel, including earned channels, groups and communities
Responsive social customer service using your workflow and processes
Brand protection and reputation management through post interaction
Weekly or monthly check-ins
Reporting on volume, response and escalations

Which windows you need depends on where your volume actually lands. Tell us the channels and the hours and we will map it out with you.

Talk to a moderation specialist →

Platforms and channels we cover

If your audience can post there, we can moderate and respond there. These are the channels we work in most often — owned, earned and everything in between.

Social platforms
- Facebook
- Instagram
- X (Twitter)
- LinkedIn
- YouTube
- Reddit
Communities and owned channels
- Facebook Groups
- Subreddits
- Forums and message boards
- Comment sections on your site
- Live event and stream chat
Reviews, complaints and third-party sites
- Google Reviews
- Yelp
- Trustpilot
- BBB
- App Store & Google Play
- HomeStars
- Houzz
- PissedConsumer
- ComplaintsBoard
- Ripoff Report
- Indeed
- Glassdoor
- Reputation.com
- Industry review sites

Already have a tool? We work inside it.

Our moderators are experienced in the platforms you have already bought. Your licence, your workflow, your reporting — our people.

Sprinklr
Hootsuite
Sprout Social
SocialSuite
Native platform tools

Running something that is not on this list — a niche community, a marketplace, an app with in-product comments? Tell us where it is and we will tell you honestly whether we are the right people for it.

Frequently asked questions

What is the difference between content moderation and social customer service?

Content moderation is about what other people post: reviewing comments, posts, images and video against your guidelines, then removing or escalating whatever breaks them. Social customer service is about what your brand posts back: answering questions, complaints and direct messages in your voice. Most brands need both, because both are happening in the same thread. At Online Moderation the same team does both, so nothing falls into the gap between them.

Do you use AI or human moderators?

Human moderators. Every reply your audience sees is written by a trained person working to your guidelines. Automated filters are useful for catching obvious spam at volume, and unreliable at sarcasm, context, local slang and the difference between one annoyed customer and a coordinated pile-on — which is exactly where the reputational damage happens.

We go into the trade-off in detail on human content moderation.

Which channels and platforms do you cover?

Most often Facebook, Instagram, X (Twitter), LinkedIn, YouTube and Reddit, plus owned communities and forums, comment sections on your own site, live event and stream chat, and review, complaint and employer sites such as Google, Yelp, Trustpilot, the BBB, Ripoff Report and Glassdoor. If your audience can post there, we can moderate and respond there.

Can you work inside our existing social media management tool?

Yes, and it is how most of our clients work. Our moderators have professional experience with tools such as Sprinklr, Hootsuite, Sprout Social and SocialSuite, as well as the platforms' native tools. You keep the licence, the workflow and the reporting you already have — we supply the people who work the queue inside it. We are a complement to your software, not a replacement for it.

Can we buy nights and weekends only?

Yes, and it is the most common place to start, because it is the gap most in-house teams have. Weekend cover runs from 6pm Friday to 8am Monday and overnight cover from 6pm to 8am. You can add weekday hours later, or move between coverage windows as your volume changes.

Do you moderate in languages other than English?

Yes — multiple languages are covered. Tell us which markets you need and during which hours, and we will confirm exactly what we can staff before you commit to anything.

What happens when something turns into a crisis?

Escalation rules are agreed before we start: what our moderators handle on their own, what gets paused for your approval, and who we call when a thread starts to accelerate. You have 24/7 access to the team, so there is always someone to reach during an emergency rather than a ticket waiting for office hours.

Talk to a moderation specialist

Tell us which channels are exposed and which hours nobody is watching them. We will come back with the coverage that fits — and say so if you need less than you thought.

24/7 human moderators
Multiple languages covered
Owned and earned channels

Get Started Now See what we cover

Social Media Moderation and Customer Care Services

Your week, hour by hour

One team, every channel, around the clock

Content moderation

Social customer service

Reddit engagement

Reputation management

Social lead management

Review management

Which service do you actually need?

How we staff and scale

We learn your guidelines

Your moderators work your channels

You scale it up and down

Coverage windows, combined however you need them

What every engagement includes

Platforms and channels we cover

Social platforms

Communities and owned channels

Reviews, complaints and third-party sites

Already have a tool? We work inside it.

Frequently asked questions

Talk to a moderation specialist