Case Study: SupportZebra Powers Scalable and Secure Content Moderation

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Challenges

A leading SaaS-based link-sharing platform, known for helping users consolidate all their key links into a single shareable page, needed a reliable and secure way to keep its platform safe. With a large user base and high content volume, ensuring a trustworthy digital space was critical.

The platform’s trust and safety team was in its infancy, with no existing infrastructure to handle user reports or proactively identify harmful content. As a user-driven service, the risks of inappropriate, illegal, or disturbing material slipping through were high.

To maintain platform integrity and protect users, the team needed a content moderation partner that could scale quickly, maintain high performance standards, and prioritize moderator wellbeing in the face of potentially distressing content.

Solution

To support this, the company partnered with SupportZebra to build a robust and scalable content moderation function from the ground up.

SupportZebra was selected to build and manage the content moderation team, standing out as a partner that combined competitive pricing with a deep commitment to employee wellbeing, particularly in mental health, which was a non-negotiable priority for a trust and safety team exposed to challenging material.

The engagement began with 13 trained moderators tasked with reviewing flagged content and proactively removing items that violated community standards.

Equipped with clear guidelines, performance benchmarks, and rigorous training on internal policies and security protocols, the team quickly became a trustworthy extension of the internal operation.

Over time, SupportZebra’s focus on security, responsiveness, and adaptability allowed the team to scale and evolve in line with the platform’s growing needs.

Results

SupportZebra has been a reliable, responsive partner since July 2021, offering competitive pricing without compromising on care or quality.

Their commitment to moderator wellbeing, especially mental health, stood out early on, making them a trusted extension of the internal trust and safety team.

SupportZebra’s trained moderators consistently meet performance targets, align with evolving guidelines, and deliver fast turnaround on urgent tasks, often completing large-scale projects within a week. Regular quality checks and client feedback have helped drive process improvements and boost team morale.

One standout quality has been their responsiveness to input:

“They’ve been excellent at taking our feedback to heart,” said the Director of Trust & Safety. “They’ve made improvements that have exponentially increased moderator morale – they’re so much more satisfied with their positions.”

Ongoing communication through weekly Zoom calls and daily Slack messages ensures alignment and fast issue resolution. Feedback has also shaped leadership structures and workflows, reflecting SupportZebra’s adaptability and commitment to continuous improvement.

With around $500,000 invested so far, the partnership continues to grow, with both teams focused on scaling efficiently and refining leadership to meet the demands of a dynamic content moderation environment.

The platform plans to continue scaling its trust and safety operations, with SupportZebra playing a key role. Future efforts will focus on optimizing internal data tracking and further improving team performance, ensuring a safe, efficient, and resilient content ecosystem for users.

SupportZebra’s scalable, human-centred approach to content moderation has made them an invaluable partner.

Their ability to adapt quickly, uphold high-quality standards, and support team wellbeing sets them apart in the industry, proving essential for platforms that prioritize both user safety and operational integrity.

For more information about SupportZebra - visit the SupportZebra Website