We're gaming for the kids! Join us for @ExtraLife4kids on November 13–14 for 24 hours of fun in support of Children's Miracle Network Hospitals. Game on: okt.to/Klmcog

Ten-plus years ago, David K. answered his first ticket as a general agent. Look at him now. He moved into Tier 2 Support, then into project management, where he now leads two of our major projects. His approach comes back to trust, practical problem-solving, and making things easier for the clients and teams he works with. Drop a comment to join us in celebrating, David, our latest Project Manager of the Quarter!

Imagine thousands of people being sent to your support queue to file the same complaint. An influencer pointed them there, often with a template to copy. They came to protest, not to get help, so most file the ticket and leave. The trap is that if your AI agent closes each one as “resolved,” you’re paying for every protest ticket. Mark Olsen, our Senior VP of Technology, breaks down the rise of protest tickets, what they mean for resolution-based AI pricing, and how CX teams can protect their budgets: okt.to/xyQXp3

We’re celebrating Customer Service Week and the people who spend every day helping customers solve problems, find answers, and get back to what they were doing. To all of our Mods doing that work every day, thank you. 👏

We’ve been working remotely since 2007. That meant thinking differently about security from the very beginning. This Cybersecurity Awareness Month, we’re sharing a look at the platform and processes we’ve built we’ve built along the way. Read the ModSquad Security Manifesto: modsquad.com/solutions/secur…

Rebeca has been part of the Squad for nearly three years, growing from working directly with customers to supporting peers, teaching advisors, and helping her team succeed. Outside of work, she’s a storyteller at heart. She’s helped adapt a novel into a play, and her love of books extends to collecting and even binding them herself. One of her favorite parts of working at ModSquad is helping others feel more confident in their roles and seeing her advice put into practice. Congratulations to our August Mod of the Month! Learn more about Rebecca: okt.to/TOCkeY

Going global is exciting, and it comes with plenty to plan for. Here are 3 challenges every gaming studio needs to prepare for international players: okt.to/g9L7ky

Ready for today. Built for whatever comes next.

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/Tl7esX

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/6ZPiw3

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/xXt0zP

Supporting customer support, trust & safety, and community programs means earning our clients' trust every day. Hiring great people is a big part of that. The systems and technology that protect client data and provide secure access to the tools our teams use matter just as much. That's why we built Cubeless secure workplace and use solutions like Island Enterprise Browser to create secure environments where our teams can support clients around the world. Our clients trust us with some of their most sensitive operations. Protecting that trust is part of every service we deliver. Learn more: okt.to/SlRF7Q

Sarah has been part of the Squad since 2021, and when she's not supporting clients, there's a good chance she's off on her next adventure. From teaching scuba diving to training on a flying trapeze, she brings that same curiosity and willingness to try something new to her work at ModSquad. Today, she supports community management, customer support, translations, and creative projects, and she's known for taking on new responsibilities while building strong relationships with her team and clients. Congratulations to our July Mod of the Month! 👏 Learn more about Sarah: okt.to/TtNPr8

Outsourcers love to talk about their low hourly rates, but when they are actually selling you FTEs, watch out. Breaks, meetings, and other downtime drastically increase your true hourly rate. Let’s break down the real cost: okt.to/aZClTr

Not every provider can handle your player support. Flashy pitch decks can hide red flags like hidden costs, agents who don’t understand the lingo and no flexibility. Before you send your next RFP or sign on the dotted line, make sure you know what really matters. We put together a quick guide to help you ask the right questions: okt.to/Xr1Iqp

Good moderation sets the rules. Great moderation understands the culture, the context, and the people behind it.

Jeffreys has been with ModSquad for more than three years and brings over 14 years of experience in customer support. He supports several Trust & Safety projects, helping keep online communities safe while building a career that also gives him the freedom to organize his schedule around his family’s needs. Congratulations to our newest Mod of the Month! Learn more about Jeffreys: okt.to/hJMN8U

Students aren't typical customers. That's one reason traditional support models don't always make the grade in EdTech. As many education companies start preparing for back-to-school demand, now is a good time to revisit what successful support looks like in learning environments: okt.to/zLD5gv

AI can help teams move faster. The faster changes happen, the more important it becomes to understand their long-term impact. Our Director of Enterprise Applications, Josh Smith, shares his thoughts. 👇

Trust compounds. The communities that keep players engaged over time are usually the result of deliberate investment in trust, safety, and player experience. Luke Denmark explores why safer communities create stronger businesses: okt.to/hGF2Ee