Congratulations to Adrian L., our newest Mod of the Month! 🎉 From supporting students and educators to helping customers solve problems every day, he shows up ready to help and make someone's day a little easier. Read more about Adrian: okt.to/HZ7BJq

Celebrate our April Mod of the Month with us! 🎉 From customer care to tech support, Rosalind brings consistency and a strong sense of community to everything she does. Learn more about Rosalind: okt.to/zjdZBL

Player support doesn’t operate like traditional support. Volume shifts quickly. Communities are active around the clock. Expectations are high across every channel. Outsourcing can help when structured the right way. More in the full breakdown: okt.to/x8dXrQ

Heading to Customer Contact Week UK? Let Luke be your local guide. Not for sightseeing. For figuring out what’s actually working in support right now.

Celebrating Carlos A., our March Mod of the Month 🎉 For 11 years, he’s brought energy, care, and consistency to every community he supports, from gaming to social. More on his story: okt.to/IHrfiR

AI works best in environments that can adapt around it. A composable operating model makes it easier to scale and adjust as things change. Mark Olsen, our SVP of Information Technology, shares his perspective on this:

Moderation is intrinsically tied to brand safety, compliance and real-time risk.  From AI-generated content to global regulation, the pressure on platforms and brands keeps building. Here’s how support and moderation teams are navigating it: okt.to/wYAHMQ

Christina Q. has been part of ModSquad for nearly 9 years, growing from a part-time Mod role into Project Manager. She’s worked across every level of a program, which gives her a real understanding of what teams need to do their best work. Now, she’s leading multiple projects with a focus on support, process improvements, and setting her team up for success. Congrats to our Project Manager of the Quarter 👏

Megan B. joined ModSquad in 2021 and has been leveling up ever since. She now supports complex billing, appeals, and player cases across multiple teams with the kind of consistency teams count on. Big congrats to February’s Mod of the Month, Megan B. 👏 Read more: okt.to/3fnlCi

Today we’re celebrating Aukje J., who thrives when things get busy, complex, and high-stakes. She’s a rock-solid teammate with a sharp eye, a generous instinct to step in where help is needed, and the kind of consistency teams and clients quietly rely on. Thoughtful, resilient, and deeply committed, Aukje represents the very best of ModSquad. Let’s hear it for January’s Mod of the Month, Aukje J.!

What happens to your CX when visibility changes everything? At this stage, growth is not the risk. Exposure is. When you have more users across different regions, support decisions start intersecting with legal and policy in real time. A single moderation call or support response can have a ripple effect far beyond the ticket itself. This is the Reactive Protection growth ceiling. Breaking through it means shifting from response to prevention. That looks like compliance-ready operations, clear escalation paths and teams trained with cultural fluency. We outline how teams make that shift in the Hypergrowth playbook: okt.to/T4j6gG

What happens to your CX when demand keeps spiking? Volume surges are expected, but coverage still feels tight. During peak periods, teams stretch thin. Between spikes, capacity sits idle. Customers can feel these swings even when operations look stable on paper. This is called the Floodwatch ceiling. Moving through the Floodwatch growth stage requires planning for spikes as part of your normal operating rhythm. We break down how to do this in our Hypergrowth playbook:  okt.to/xrnOFL

What happens to your CX when growth hits all at once? New users arrive faster than expected. Volume spikes. Everyone’s moving quickly. When early CX systems aren’t built for this moment, inconsistency disrupts.  Launch-stage teams need a simple CX blueprint that has clear handoffs and just enough structure to keep momentum intact. We break down how to move through what we call The Launch Zone in our Hypergrowth playbook: okt.to/qQRMU2

Behind every strong community is an amazing community manager. Today we’re celebrating you!

We recently wrapped up an urgent moderation project for our client VSCO, which required onboarding 20 new moderators in under 48 hours for a five-day sprint. Here’s what our client had to say:

If you are rethinking your AI and automation strategy for CX in 2026, this is still a great place to start: okt.to/DuHxQb

Player feedback is the heartbeat of any gaming community. How to keep your gaming community engaged, safe, and toxic-free: okt.to/YR3rop

We’ll be at PG Connects London later this month! James and Luke will be on the ground talking all things community, moderation, and player support. Book some time: okt.to/keLW0Q

In SaaS, retention is everything. And your support experience? It plays a leading role. A thoughtful, well-structured customer support strategy helps you: ✅ Reduce churn ✅ Build loyalty ✅ Hit CAC payback faster This guide spells out what a rock-solid SaaS support strategy really takes — and how to build one that actually fits your product, your people, and your customers. Check it out: modsquad.com/the-blog/saas-c…

ModSquad will be at CES! Andrew Coon will be there chatting about how our technology and people work together to support better customer experiences. If you'll be attending and want to connect with Andrew, you can book time with him here: okt.to/ET2RHZ  #CES2026