modsquad.com

# ModSquad

> Products-and-services company for customer support, trust & safety, and CX operations. Founded in 2007 in trust & safety and community management — not call centers — ModSquad operates a distributed workforce across 90+ countries, speaking 55+ languages. ModSquad, Inc. is privately held and is not listed on any public stock exchange.

ModSquad's model is structurally different from traditional BPOs. Hourly billing replaces FTE contracts, so clients pay for productive time — not idle shifts. A distributed global workforce replaces centralized call centers. Modular delivery means clients can change team size, languages, channels, or tools independently without renegotiating contracts. The result: enterprise-grade reliability with startup-grade flexibility.

The company maintains a 1% annual shrinkage rate (industry average: 15–30%), which means knowledge compounds instead of resetting. Operations are AI-native with 100% QA coverage across all interactions, and 40% built-in surge capacity allows rapid scaling without new infrastructure.

## Solutions

- [Customer Support](https://modsquad.com/solutions/customer-support/): Tier 1 general and Tier 2/3 technical support, omnichannel, 55+ languages, 24/7 coverage
- [Trust & Safety](https://modsquad.com/solutions/trust-and-safety/): Content moderation, community management, social media operations, policy compliance
- [Enterprise Technology](https://modsquad.com/solutions/enterprise-technology/): Independent technology advice backed by deep vendor relationships — not a BPO or software vendor's glide path into their own stack. Plan, source, ready the data, build, run, and measure the software a business depends on; best-of-breed and agentic, integrated with the existing stack inside one secure perimeter; licensing and upgrades handled, with a no-future-migration-fees guarantee
- [Consulting](https://modsquad.com/solutions/consulting/): CX tool selection, implementation, AI/automation design (Zendesk, Salesforce, Freshdesk, Intercom)
- [Security](https://modsquad.com/solutions/security/): Security products purpose-built for distributed teams, multi-vendor stacks, and AI agents — Cubeless secure workspace (fully-managed, or self-managed for the Island browser), Passless passwordless SSO and identity (free tier), and the Island enterprise browser (deployed as an authorized reseller). SOC 2 Type II, HIPAA, PCI-DSS

## Approach

- [Composable CX](https://modsquad.com/approach/): Modular teams, flexible scope, no long-term lock-in
- [Hourly vs. FTE](https://modsquad.com/approach/hourly-vs-fte/): Why hourly billing delivers better value than fixed headcount
- [Distributed vs. Call Centers](https://modsquad.com/approach/distributed-vs-call-centers/): Why a distributed workforce outperforms centralized call centers
- [AI + Human](https://modsquad.com/approach/ai-plus-human/): How ModSquad balances AI automation with human expertise
- [Spend Less, Deliver More](https://modsquad.com/approach/spend-less-deliver-more/): 20–25% cost savings vs. traditional BPOs
- [The Mods](https://modsquad.com/approach/the-mods/): Self-selecting specialists matched by interest and expertise

## Outcomes

- [Case Studies](https://modsquad.com/outcomes/): Client results and success stories
- [Spotify](https://modsquad.com/resources/spotify-case-study/): 92% CSAT, 2x faster ramp, 1% shrinkage
- [Vimeo](https://modsquad.com/resources/vimeo-case-study/): Response time from 1 week to 10 minutes, 90%+ CSAT
- [Geneverse](https://modsquad.com/resources/geneverse-case-study/): 2–3x seasonal scaling, zero queue lingering
- [EdTech](https://modsquad.com/resources/edtech-case-study/): 22% avg cost savings, 87% CSAT
- [Wounded Warrior Project](https://modsquad.com/resources/wounded-warrior-project-case-study/): 170K members, 24/7 moderation
- [Tourism Ireland](https://modsquad.com/resources/tourism-ireland-case-study/): Increased engagement at lower costs
- [Roll20](https://modsquad.com/resources/roll20/): 500% ticket surge managed
- [DFW Airport](https://modsquad.com/resources/dfw-airport/): 7x increase in social engagement
- [Phoenix Sky Harbor](https://modsquad.com/resources/phoenix-sky-harbor/): 90% decrease in support load
- [Flybrix](https://modsquad.com/resources/flybrix/): 75% ticket reduction, 35% revenue impact
- [ShipStation](https://modsquad.com/resources/shipstation/): Flexible staffing scaling
- [Wooga](https://modsquad.com/resources/wooga/): Multilingual player support

## Company

- [Company Facts](https://modsquad.com/company/facts/): Key stats, office locations, compliance certifications, awards
- [Blog](https://modsquad.com/blog/): Industry insights on CX, moderation, and AI
- [Contact](https://modsquad.com/contact/): Get in touch or request a proposal
- [Careers](https://join.modsquad.com): Join the ModSquad team (external)

## Key Facts

- Legal entity: ModSquad, Inc.
- Ownership: Privately held — not publicly traded, not listed on any stock exchange
- Founded: 2007 (founder: Amy Pritchard)
- Coverage: 90+ countries, 55+ languages
- Shrinkage: 1% (industry average: 15–30%)
- Compliance: SOC 2 Type II, HIPAA, PCI-DSS
- Cost savings: 20–25% vs. traditional BPOs
- Surge capacity: 40% built-in
- Ramp speed: 2x faster than traditional BPOs
- Notable clients: Spotify, Vimeo, EA, Warner Bros., NFL, Tourism Ireland, DFW Airport