Outsourced trust & safety that protects your customers
In today’s digital world, one harmful post, an unchecked user, or a missed escalation can put your brand and customers at risk.
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.
Trusted by leading marketplaces & platforms
Trust & Safety services that protect your platform and community
We help businesses build safer, more trusted digital environments by combining expert human judgment with policy-driven enforcement. From content moderation to behavioral monitoring, our Trust & Safety solutions are designed to protect users, preserve brand integrity, and ensure your platform stays compliant while operating with fairness and care.
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.
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.
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.
Smart task rotation
To reduce emotional fatigue and prevent burnout, we rotate moderation tasks and exposure levels within each team, ensuring a healthy balance between high-risk and lower-intensity work.
Community-driven workplace
Our offices are designed to promote well-being, with collaborative workspaces, fitness facilities, and quiet zones for breaks and recovery.
Retention and resilience
With an annual staff turnover rate of just 2 percent, our teams stay longer, build deeper expertise, and maintain quality over time, essential for sensitive, policy-driven work.
Continuous skill development
Ongoing training programs to upskill our teams aligned to client needs.
Client-connected culture
You're always welcome to visit our offices in the Dominican Republic or Colombia to meet your trust and safety team in person and experience our people-first approach.
Ethical outsourcing at scale
We combine high care with high performance, giving you a nearshore solution that delivers operational excellence without compromising team well-being.
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.”
“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.”
“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.”
“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.”
“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.”
“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.”
“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.”
“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.”
Our people are the difference
Our human-first approach, supported by rigorous processes and data-driven oversight, delivers real, measurable results that protect your platform and your community.
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.
Online marketplaces & e-commerce
Protect buyers and sellers with proactive listing moderation, fraud detection, and user behavior enforcement that ensures trust in every transaction.
Online Communities & Membership Platforms
Support your digital tribe with scalable, policy-aligned moderation that protects your values and creates a welcoming, inclusive environment.
EdTech & Learning Communities
Keep educational spaces safe and inclusive with discussion moderation, peer interaction reviews, and community management tailored to learners.
Social media & content platforms
Maintain safe, engaging communities with real-time content moderation, behavioral monitoring, and escalation workflows tailored to your platform guidelines.
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.
Dating & Social Discovery Apps
Promote genuine connections by filtering inappropriate content, verifying profiles, and reviewing user reports with empathy and consistency.
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
Outsource operationally intensive tasks like content tagging, listing review, data entry, and policy-driven asset QA. Our expert teams streamline internal workflows, reduce costs, and ensure accuracy and compliance across your platform infrastructure.
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.
Real results from real platforms
See how leading companies have partnered with Horatio to build safer communities, scale their trust operations, and protect their users. From reducing harmful content exposure to improving moderation accuracy, our case studies show what’s possible when you combine human expertise with operational excellence.
Oct 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 & 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.
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Frequently Asked Questions
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!