Building Trust & Safety
How Horatio is Revolutionizing the Trust & Safety Industry
December 17, 2024
Read story →Trust and Safety Services
Trust and safety solutions that protect your platform and people
In today’s digital world, one harmful post, an unchecked user, or a missed escalation can put your brand and customers at risk.
Example Eyebrow
Horatio’s Trust & Safety teams step in where automation can’t, providing real-time content moderation, behavioral monitoring, and policy enforcement that scales with your platform. Protect your community, maintain brand integrity, and ensure fairness at every touchpoint, with an outsourced team that acts like an extension of your own.
90%
CSAT Score
2 Hours
Average First-Response Time (Email)
15%
Chat Conversion Rate
Trust & Safety services that protect your platform and community
We help businesses build safer, more trusted digital environments through expert human judgment and policy-driven enforcement. From content moderation to behavioral monitoring, our Trust & Safety solutions protect users, preserve brand integrity, and keep platforms compliant.
Community management
Engage your users and foster healthy, respectful spaces with proactive community oversight. Our teams monitor forums, chats, and user interactions, supporting engagement while enforcing platform standards that encourage inclusive, productive conversations.
Certified to protect what matters most
Horatio is SOC 2 Type II, PCI DSS, and HIPAA compliant, ensuring your Trust & Safety operations meet the highest standards of data protection and regulatory compliance. Within our offices, we maintain restricted-access zones dedicated to sensitive content workflows, providing an added layer of physical and operational security for your most critical tasks.
Trust & Safety outsourcing that raises the standard
Beyond moderation, we protect your platform, your users, and your brand. Our Trust & Safety teams deliver nuanced, policy-driven decisions that align with your platform’s values. By combining human expertise and advanced technology, we help you create safer digital spaces that scale with your business.
Human-first, policy-aligned moderation
Our teams are deeply trained in your brand’s voice, values, and community guidelines. We don’t just apply checklists, we use judgment, context, and empathy to evaluate content and behavior in line with your platform’s standards. This reduces false positives, protects user experience, and ensures fair enforcement.
Real-time risk response and 24/7 coverage
Our global teams provide constant coverage and immediate action on high-risk content, user reports, and policy violations. You can count on us to keep your platform safe during high-traffic periods, weekends, or critical incidents.
Workforce stability in a high-turnover space
While high churn is common in trust and safety roles, Horatio maintains a 2% monthly turnover rate. Our stable, supported teams develop deeper platform knowledge and deliver better results over time.
Tech-powered efficiency with human oversight
We combine AI tools with skilled human reviewers to deliver scalable content moderation that balances speed with accuracy. Automation flags the risks, while trained teams review sensitive content with care and context.
Industry-leading quality assurance
We uphold a 98% QA score through structured audits, calibrated reviews, and continuous agent feedback. Every moderation decision is measured against clear standards for consistency, accuracy, and fairness.
Built-in operational redundancy
We hire and train backup agents in advance, ensuring seamless continuity if someone is out sick, on vacation, or leaves the program. You’ll never face coverage gaps or moderation delays due to staffing issues.
Actionable transparency and insights
Our real-time dashboards and performance reports give you complete visibility into your trust and safety operation. We share trends, incident types, and quality metrics to help you make informed decisions and optimize policies.
True strategic partnership
We’re more than a service provider. Our teams actively surface risks, identify patterns, and recommend improvements to your trust and safety operations. With Horatio, you gain a proactive partner focused on protecting your community and brand.
Supporting the people behind your protection
Trust & Safety work requires empathy, focus, and emotional resilience. That’s why we invest heavily in the well-being of our teams, knowing that a supported workforce leads to smarter decisions, better outcomes, and more sustainable trust operations. Our employee-first culture isn’t just good for our people, it’s what makes our service consistent and scalable.
01
In-office mental health support
We offer free, on-site access to licensed therapists and psychologists, giving our teams professional support when and where they need it. This ensures employees have a safe space to address stress, process challenging situations, and maintain emotional wellbeing. By prioritizing mental health, we help our teams stay focused, resilient, and prepared to deliver high-quality work.
02
Smart task rotation
To reduce emotional fatigue and prevent burnout, we rotate moderation tasks and exposure levels across each team. This approach balances high-risk work with lower-intensity responsibilities, helping employees manage demanding workloads more sustainably. By maintaining this healthy balance, teams stay energized, focused, and better equipped to maintain consistent performance.
03
Community-driven workplace
Our offices are designed to promote wellbeing and collaboration, featuring modern workspaces, fitness facilities, and quiet areas for rest and recovery. These spaces encourage teamwork while also giving employees room to recharge when needed. By fostering a supportive environment, we help our teams remain engaged, productive, and motivated.
04
Retention and resilience
With an annual staff turnover rate of just 2 percent, our teams stay longer and develop deeper expertise over time. This continuity allows employees to better understand platform policies, operational workflows, and evolving challenges. As a result, our teams maintain consistent quality and reliability in sensitive, policy-driven work.
05
Continuous skill development
Ongoing training programs and upskilling initiatives ensure our teams remain aligned with evolving client needs and industry standards. Through continuous coaching, knowledge sharing, and professional development, employees stay up to date with new tools, workflows, and best practices. This commitment to learning helps teams remain adaptable, capable, and ready to support complex operations.
06
Client-connected culture
Clients are always welcome to visit our offices in the Dominican Republic or Colombia to meet their teams and experience our operations firsthand. These visits strengthen collaboration and create stronger relationships between clients and the people supporting their platforms. By keeping this connection open, we ensure alignment, transparency, and trust.
07
Ethical outsourcing at scale
We combine a people-first culture with operational excellence to deliver responsible outsourcing solutions at scale. Our approach ensures teams are supported, protected, and equipped to perform demanding work without compromising wellbeing. This balance allows businesses to achieve high performance while maintaining ethical and sustainable operations.
Hear it from our clients
Don’t take our word for it
“It impresses me every day how well our team really understands what we're building and what we're doing and how to best serve our community. My only regret is not working with Horatio earlier.”
Cate Marques
Chief Experience Officer
“Our experience with Horatio has been nothing short of amazing. Our business actually is very involved. There is a lot of industry specific knowledge for the roles that they have here. So they've adapted very well. The customer service is outstanding.”
Justin Zemaitis
Co-Founder and Chief Insurance Officer
“The best part about working with Horatio is that they’re not just a vendor. They focus on being a strategic partner in every aspect of your business; the future of BPOs. Long gone are the days where contact centers are cost centers. Horatio turns a contact center into a profit center.”
Jarvous Freeman
Vice President of Operations
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Our Solutions
Trust & Safety outsourcing solutions for high-risk, high-growth industries
Whether you're building a global platform or scaling a user-driven community, Horatio’s Trust & Safety solutions help you protect users, enforce policies, and preserve the integrity of your brand, without sacrificing speed or scalability.
Retail & E-commerce
Upgrade your store support →Online marketplaces & e-commerce
Protect buyers and sellers with proactive listing moderation, fraud detection, and user behavior enforcement that ensures trust in every transaction.
Community
Secure your operations today →Online Communities & Membership Platforms
Support your digital tribe with scalable, policy-aligned moderation that protects your values and creates a welcoming, inclusive environment.
EdTech
Enhance Your Platform Now →Social media & content platforms
Maintain safe, engaging communities with real-time content moderation, behavioral monitoring, and escalation workflows tailored to your platform guidelines.
Social Media
Enhance Your Platform Now →Social media & content platforms
Maintain safe, engaging communities with real-time content moderation, behavioral monitoring, and escalation workflows tailored to your platform guidelines.
SAAS
Scale your software support →For software companies
Increase user satisfaction with 24/7 technical support, onboarding assistance, and proactive issue resolution.
Technology
Streamline your tech workflows →Live Streaming & Video Platforms
Respond to content risks in real time with scalable live moderation, pre-screened uploads, and fast response teams for community violations.
SOCIAL APPS
Learn more →Dating & Social Discovery Apps
Promote genuine connections by filtering inappropriate content, verifying profiles, and reviewing user reports with empathy and consistency.
Video Games
Level up your player support →Gaming & Esports
Foster respectful player communities with live chat monitoring, anti-cheat enforcement, and behavior review systems that keep toxicity in check.
More services to strengthen your platform and protect your brand
While Trust & Safety is a critical layer of user protection, it’s even more effective when supported by integrated operations. Horatio offers a full suite of services designed to help you scale safely, operate efficiently, and deliver consistently secure user experiences across every channel and workflow.
Customer support
Provide users with responsive, empathetic assistance across every touchpoint. Our multichannel support teams handle everything from account access to issue resolution, helping build user trust and satisfaction while maintaining a safe, seamless experience.
Back-office support
We create safer digital environments by moderating user-generated content, detecting policy violations, and ensuring compliance with platform guidelines. Our Trust & Safety experts protect your brand, foster community integrity, and promote user confidence.
Compliance & Fraud
Stay ahead of evolving threats and regulatory requirements. We support fraud detection, chargeback management, and identity verification (including KYC), helping you minimize risk while maintaining trust with users and regulators alike.
Quality Assurance
Maintain high standards and consistent policy enforcement. Our QA specialists review moderation outcomes, monitor accuracy, and provide structured feedback that ensures fairness, transparency, and continuous improvement.
Technical support
Deliver reliable assistance for users encountering technical issues. Our Tier 1, 2, and 3 support teams quickly resolve access problems, bug reports, and platform-related questions, reducing frustration and reinforcing user confidence.
Consulting Services
Horatio’s consulting services help you reimagine your customer experience, improve operational efficiency, and unlock the power of AI with guidance rooted in real-world execution.
Case Studies
Real results from real platforms
See how leading companies work with Horatio to build safer communities, scale trust operations, and protect their users. Our case studies highlight how human expertise and operational excellence improve moderation accuracy and reduce harmful content exposure.
Optimizing CX Operations
How Horatio Enhanced Customer Experience Operations
October 30, 2024
Read story →
Transforming Insurance Experience
How Horatio Leveled Up an Insurance Client’s Customer Experience
October 16, 2024
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Trust & Safety insights & trends
Stay ahead of emerging risks, evolving policies, and best practices in platform protection. Explore our latest resources on Trust & Safety strategy, content moderation, and digital community management.
Trust and safety: Meaning, best practices, and benefits
Read our guide to learn all about trust and safety, benefits and cons, best practices, and metrics to ensure success.
June 4, 2024
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A Beginner's Guide to Understanding Content Moderation
Learn the essentials of content moderation and discover how it helps create safe, welcoming online spaces for users and communities.
November 5, 2024
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How to implement a successful content moderation strategy?
Explore content moderation strategies that will help you navigate the complexities of online interactions while creating a safe environment for your customers.
June 5, 2024
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Help & Support
Frequently Asked Questions
Have questions about Trust & Safety outsourcing with Horatio? Here are answers to some of the most common questions from companies exploring Trust & Safety solutions.
Ready to strengthen your platform’s trust and safety?
Create safer, more resilient digital experiences with Horatio’s Trust & Safety outsourcing solutions. Whether you need to scale moderation, reduce risk, or protect your community with care and consistency, our expert teams are ready to help. Let’s talk about your trust and safety needs!