Communities kept safe and active
AssistBPO's community moderation services keep your Facebook group, Discord server, Slack community, forum or course platform safe and active with a named moderator who approves members, removes spam, enforces your rules, answers common questions and escalates the conversations that need you.
- Customer support
- Employed, screened, managed
The moderator is an employee of the group working set shifts in your hours, with a backup and a team lead.
What is community moderation?
Community moderation is the daily work of keeping an online community healthy: reviewing join requests, approving or removing posts against published rules, dealing with spam and harassment, answering member questions, encouraging useful discussion and escalating serious issues to the owner. AssistBPO provides dedicated employed moderators who follow your guidelines in Facebook groups, Discord, Slack, Circle, Mighty Networks and forums.
· Reviewed by Issabela Masters
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Community moderation: what we do and how it runs
Community moderation is the daily work of keeping an online community healthy: reviewing join requests, approving or removing posts against published rules, dealing with spam and harassment, answering member questions, encouraging useful discussion and escalating serious issues to the owner. AssistBPO provides dedicated employed moderators who follow your guidelines in Facebook groups, Discord, Slack, Circle, Mighty Networks and forums.
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What it is
Community moderation is the daily work of keeping an online community healthy: reviewing join requests, approving or removing posts against published rules, dealing with spam and harassment, answering member questions, encouraging useful discussion and escalating serious issues to the owner. AssistBPO provides dedicated employed moderators who follow your guidelines in Facebook groups, Discord, Slack, Circle, Mighty Networks and forums.
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What you get
Member approvals, rule enforcement and spam removal on a set sweep schedule
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How it runs
Questions answered, threads seeded, quiet members welcomed back
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Match
A 20-minute call on your platform, member count, post volume, existing rules and the moments that have gone wrong before. Within 72 hours we propose a named moderator with experience in a community like yours and a backup trained alongside them.
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A named assistant, a backup and a team lead
In your hours, inside your tools, with a reply from a person within 1 business day. Call +1-657-777-0006 or ask for a staffing plan.
Get a staffing plan 06 / 06
Who is the community moderation desk for?
- Course creators and membership communities
- A Circle, Skool or Facebook group moderated daily so members get answers, spam disappears and you show up for the conversations that matter.
- SaaS and developer communities
- Discord and Slack channels triaged, questions routed to the right people or the docs, and product feedback collected for your team.
- Brands with fan and customer groups
- Rule enforcement and friendly engagement in your brand voice, with complaints moved into your support desk before they spread.
- Nonprofits and associations
- Member forums and groups kept civil and on topic, with sensitive posts escalated to staff the same hour.
What does the community moderation service include?
These 12 tasks are what AssistBPO's community moderation desk handles as standard for a support team lead.
- Join requests screened against your membership questions
- Posts and comments reviewed against your community rules
- Spam, scams, self-promotion and duplicate posts removed
- Harassment and rule breaches handled with warnings, mutes and bans
- Member questions answered from your FAQ and pinned resources
- Discussion prompts and welcome threads posted on schedule
- Escalation of safety, legal and reputation risks within minutes
- Reports and flags from members reviewed the same shift
- Event, launch and challenge threads moderated live
- Feedback and feature requests logged for your team
- End-of-day report on members, removals and escalations
- Monthly QA scorecard on rule consistency and tone
Deliverables and KPIs
AssistBPO reports 6 measures on the community moderation desk: what lands on your desk, what we count, and how often you see the number.
| Deliverable | KPI we report | Cadence |
|---|---|---|
| Join requests processed | Requests handled per shift, approval accuracy | Daily, in the end-of-day report |
| Rule enforcement | Removals, warnings and bans with reasons logged | Daily |
| Member questions answered | Unanswered questions at end of shift | Daily |
| Engagement activity | Prompts posted, replies generated | Weekly review |
| Risk escalations | Time from post to escalation | Per incident |
| QA scorecard | Consistency, tone, speed, judgment | Monthly |
KPIs are what we measure and report, agreed per engagement in the weekly review. Service-level commitments are set in your agreement, not on this page.
How does the community moderation desk work?
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Match
A 20-minute call on your platform, member count, post volume, existing rules and the moments that have gone wrong before. Within 72 hours we propose a named moderator with experience in a community like yours and a backup trained alongside them.
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Onboard
We turn your rules into a moderation guide with examples: what gets removed, what gets a warning, what gets escalated, and the voice to use. The moderator gets a moderator role with the permissions you choose, learns your FAQ and pinned resources, and shadows the first week with the team lead.
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Daily rhythm
Sweeps at set times through your hours: join queue cleared, reported content reviewed, new posts checked, questions answered or routed, prompts posted, and risks escalated as they appear. The end-of-day report shows members approved, content removed, questions answered and anything escalated.
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Weekly review
20 minutes with the team lead on membership growth, recurring rule breaches, threads that worked, moderation decisions you would have made differently and coverage for upcoming launches or events. Monthly, decisions are sampled and scored on the QA scorecard.
Hours, coverage and models
AssistBPO staffs the community moderation desk on 4 models. US, UK, Canadian and Australian hours from the group's two offices. Overnight and AEST sweeps for global communities are available on request.
- Dedicated moderator, 80 or 160 hours a month, one community
- Multi-community desk for creators and agencies
- Launch, challenge and event coverage for the days you need
- Evening and weekend sweeps as an add-on
See what is staffed in your zone on the coverage clock.
What are the terms on the community moderation desk?
The card, the contract terms and the community moderation desk's own numbers, in one place.
| Specification | What you get |
|---|---|
| Focus, 20 hours a week | $800 a month, 80 hours |
| Dedicated, 40 hours a week | $1,600 a month, 160 hours |
| Evening, weekend or overnight cover | Tier rate plus 20 percent |
| Desk | Customer support desk |
| Standard schedule | Dedicated moderator, 80 or 160 hours a month, one community |
| Coverage | US, UK, Canadian and Australian hours from the group's two offices. |
| Tools | 8 platforms, including Slack, Microsoft Teams, Notion |
| KPIs reported | 6 measures: daily, monthly, per incident |
| Setup fee | None |
| Minimum term | Month to month, no lock-in |
| Notice | 30 days, to stop or to change hours |
| If the fit is wrong | Trained backup covers the desk the same day, re-match at no charge |
| Continuity | One named assistant, one named backup, one team lead |
| Who does the work | Employed by SS Support Network LLC, never freelancers or contractors |
These are rate-card starting points. What you pay depends on the hours, the desk and the coverage window, which is what the staffing plan sets. Rates improve as you add assistants. Your staffing plan states the rate for the number of seats you need. The rate card carries the other currencies, the add-ons and the six things that move a plan off it.
How much does community moderation cost?
Plans start at $400 a month for 40 hours, at $10 an hour, and rates improve as you add assistants. Get a staffing plan within 1 business day.
What moves the plan
- Hours a week and whether the desk is dedicated or shared
- Phones: live answering needs a receptionist profile and a backup
- Coverage zone: business hours, after-hours, weekends or 24/7
- Tools and access to set up
- One person or a pod with a lead
What the market publishes
Other providers' published ranges, by market, so you have something to hold this against. These are not AssistBPO prices.
| Market | Published range | Source |
|---|---|---|
| United States | Managed offshore assistants $7 to $15 an hour, $640 to $2,400 a month full time; US virtual assistants average $19.45 an hour | Wishup, Cherry Assistant and Zedtreeo cost guides, 2026; PayScale 2026 |
| United Kingdom | UK-based VA agencies £25 to £45 an hour; offshore full-time staff £900 to £2,000 a month | Time etc, Virtalent and Outsource Accelerator UK figures, 2026 |
| Australia | Offshore managed staff A$8 to A$35 an hour; onshore assistants A$39.90 to A$65 an hour | Virtual Coworker, DotVA and Smart Staffing published rates, June to August 2026 |
| Canada | Managed offshore plans US$699 to US$899 a month; Canada-based assistants C$25 to C$60 an hour | Virtual Gurus and VantaStaff published pricing, 2026 |
Community moderation for your industry
Security and compliance
- Employed, background-checked moderators under a client NDA
- Moderator roles carry only the permissions you assign; ownership and admin stay with you
- Managed devices with MFA; member data is never exported or stored locally
- Decisions on bans and removals are logged with reasons so you can audit any of them
- Sensitive reports about minors, self-harm or threats go straight to your named contact and, where required, to the platform
Full control list on the security page and country rules for calls, texts and email on the compliance page. Certifications are listed only when held.
Country rules for this service
AssistBPO makes outbound calls, texts and emails only with lawful consent and do-not-call scrubbing. Assistants never take card numbers. Country rules.
- Platform terms: moderation follows each network's community standards alongside your own rules
- US: COPPA considerations apply if minors can join; age rules are enforced at the join screen
- UK and EU: the Online Safety Act and UK GDPR shape reporting duties and how member data is handled
Frequently asked questions
How much do community moderation services cost?
Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. For orientation, 2026 cost guides put managed offshore assistants at $7 to $15 an hour, or $640 to $2,400 a month full time (Wishup, Cherry Assistant, Zedtreeo), and UK agencies publish £25 to £45 an hour. AssistBPO prices per moderator for a block of hours, and the sweep schedule, backup and team lead are part of the plan rather than extras.
Which platforms can you moderate?
Facebook groups, Discord, Slack, Circle, Skool, Mighty Networks, Kajabi and Teachable communities, Reddit subreddits you own, Discourse and other forums, YouTube and Twitch chat during live events, and comment sections on your own site. The moderator uses a role you grant on each platform, so you keep ownership and can change permissions at any time.
How do you know what to remove and what to leave?
From the moderation guide we build with you in onboarding. It lists each rule with real examples of what crosses the line, what gets a warning, what gets removed silently and what is escalated to you. Gray areas are escalated rather than guessed in the first weeks, and every decision is logged with a reason. The weekly review goes through the ones you would have called differently, and the guide is updated.
Will the moderator engage or only police?
Both, in the balance you want. Most communities need someone to welcome new members, answer the same ten questions with a link to the right resource, post the weekly prompt and nudge a good thread along, as much as they need spam removed. The moderator posts under a community team account or their own named profile, in your voice, and never pretends to be you.
What happens with a serious post, like a threat or a member in crisis?
The moderator follows the safety protocol agreed in onboarding: the post is handled immediately under the rule for that category, your named contact is alerted within minutes with a screenshot and link, the platform is notified where its policy requires, and crisis resources are shared with the member in the wording you approve. Nothing about these incidents is discussed publicly in the community.
Can you cover a launch or a live event?
Yes. Launches, challenges, cohort starts and live streams create bursts of posts, questions and spam. We add extended hours or a second moderator for the dates you give us, brief them on the event schedule and FAQ, and keep the regular moderator as the point of continuity. Event coverage can include live chat moderation on YouTube, Twitch or Zoom webinars.
How do you handle time zones for a global community?
The sweep schedule is built around when your members are active, not our office hours. The group's two offices cover US, UK, Canadian and Australian daytime, and overnight or AEST sweeps are available on request for communities that never sleep. Between sweeps, member reports and keyword alerts are queued so nothing is missed, and the end-of-day report shows activity by hour.
Can moderation feed back into our product or content?
That is one of the best reasons to do it well. The moderator tags questions, complaints and requests by theme and logs them in Notion, Airtable or your product board, so the weekly review shows what members struggle with, which content they want next and which features keep coming up. Repeated questions become FAQ entries or pinned posts, which in turn reduces the moderation load.
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Next step
Your desk, staffed. Wherever you are.
Tell us what is overloaded. A named person replies within 1 business day with a staffing plan, and we propose your assistant within 72 hours.
Or call +1-657-777-0006 during US, UK or Australian business hours, or hear our demo receptionist.
- A named assistant proposed within 72 hours
- Employed, screened and managed staff, never freelancers
- Your hours, your tools, your data