Trust & Safety
Protect and nurture your brand and community by enabling safer spaces, interactions, and platforms.
Our Approach
Proactive & Responsive
From fraud and financial crimes detection to platform and user-generated content moderation, we are leaders in early detection and system-wide remediation.
Contextual Fluency
From parents moderating learning platforms to gamers overseeing player conduct, we source our moderators from user communities. The result– incredible efficacy from deep understanding.
Systems Thinking
We deliver full-cycle responses that remedy discrete incidents and patch deeper vulnerabilities through system-, policy-, and process-wide updates.
‘Man + Machine’
By masterfully employing both ‘machine-’ and ‘human intelligence’, we protect the communities you serve while delivering exceptional customer experiences.
Confidence is the first feeling that comes to mind about Hugo. I’m confident they’ll execute any task to our high standards. Feedback is handled seriously and quickly. Hugo has our company’s best interest at heart, helping teams understand our platform’s purpose. I love working with them.
What We Do
Our oversight is more than just enforcement. From refining FAQs and process design to feedback loops that support complex policy transitions, we deliver the full stack of trust & safety.
Content
- Content Publishing & Review
- User Generated Content Moderation
- Monitor User Reviews
Safety
- Social Listening
- Crisis management
- User Generated Content Moderation
- GenAI moderation
- Live chat, audio, video and broadcast moderation
- Audience, Messaging & Sentiment Tagging
Creators & Affiliates
- Sourcing creators
- Vetting brand fit
- Audience Demographics Analysis
- Audience Psychographics Analysis
- Inbound/outbound lead management
- Campaign management & reporting
-
24/7
365 days of support
-
45M+
Conversations
-
97%
CSAT/eNPS in 2024
Quality & Flexibility
From foundational protocols to policy updates, our safety solutions are a mix of comprehensive oversight, bespoke responder training, and constant recalibration to changing contexts.
Adaptive Coverage
We’re always on, and always responsive. Suggest an update today, it will be at play tomorrow.
Nuanced Moderation
You know your common threats well but edge cases bring the unknown. With intelligence and experienced judgment, our teams moderate both the familiar and the unknown.
Wellness-First
We champion mod well-being through a clinician-designed wellness program and industry-leading benefits that help cultivate resilience and fulfillment.
From expected surges and urgent projects to unexpected demands, we’ve got your back. Access elite talent instantly, scale down seamlessly.
Holiday Seasons
Seasons of the year
Tax Season
Crisis Management
Sporting Events
Brand Campaigns
Back to School
Weather Events and more!
How does it work?
We source, train, and assemble your new team in as little as 2 weeks. Once you go live, we continuously work to ensure you hit KPIs.
1. Deep dive into your goals and team structure.
We take the time to understand your unique needs and goals. Our talent becomes an extension of your team, supporting your customer experience initiatives within your strategic direction, timelines and budgets.
2. We design a customized solution for you.
Within 1 week, we'll design a customized solution tailored to your unique needs. This includes selecting the right talent, customizing training and onboarding, and integrating with your existing processes - optimized for you.
3. Review and assemble your dream team.
Let us handle the screening and recruitment so you can build your dream team. We identify candidates who match your precise needs, coordinate interviews, collect your feedback, and refine the applicant pool until you land on just the right hires.
4. We'll implement a dedicated training program.
Our training, onboarding and assessments integrate with your processes while optimizing for scale and cultural nuance. We develop programs tailored to complement your approach.
5. Go Live & schedule check-ins!
Curtains Up - Your dedicated team is now fully operational. We will set up regular check-ins that work with your schedule, not ours. This ensures you have ongoing visibility into performance and can provide timely feedback based on your availability.
We integrate seamlessly with technology built for scale & customer excellence.
30 days
Risk
-
Free
We're so confident you'll love working with Hugo, we offer a no commitment 30 day trial.
FAQs
Hugo offers a comprehensive suite of trust and safety services, including content moderation, policy development, user verification, and escalation management. Our team can also provide risk assessments, community guidelines enforcement, and abuse reporting workflows. Each service is tailored to your platform’s unique requirements and regulatory environment. To learn more about our customized approach to trust and safety, please contact us.
Hugo’s trust and safety agents are multilingual and offer support in over 60 languages, including English, Spanish, French, German, Dutch, African languages, and more. To inquire about a specific language, please contact us today.
Hugo’s community management expertise spans a wide array of digital platforms. We excel in managing communities on popular social networks such as Facebook, Instagram, YouTube, X, and TikTok. Our services extend to professional spaces like LinkedIn, streaming environments like Twitch, and chat-centric platforms such as Discord or Geneva.
Our outsourced trust and safety teams are highly trained and experienced in all major social media platforms, including Facebook, Instagram, X (formerly Twitter), and LinkedIn. We also offer support for video channels like TikTok, YouTube, and Twitch. Additional social media services include coverage for forums, in-app chats, marketplaces, or any bespoke digital community associated with your company. Our agents will adapt to the guidelines and cultural voice of each platform to ensure community alignment.
Agents complete a two‑phase training program to meet your trust and safety needs. Training begins with your custom policy handbook and includes scenario‑based simulations, performance reviews, and coaching. After initial certification, agents participate in ongoing workshops and audit exercises. Dedicated quality leads provide ongoing feedback to ensure strict adherence to your guidelines.
We enforce end‑to‑end encryption, secure VPN access, and strict role‑based permissions. Regular vulnerability scans and annual penetration tests are standard. All personnel undergo data protection training and comply with HIPAA, ISO 27001, and industry‑specific regulations to safeguard user information.
Hugo establishes clear escalation paths and service level agreements for all potential high‑risk cases. We maintain documented workflows for rapid information sharing, complete audit trails, and designated liaison roles to coordinate directly with your legal team, regulators, or law enforcement agencies as needed. For additional questions or concerns about legal compliance and law enforcement, please contact us.
Hugo works with a wide range of industries, including retail & ecommerce, home services, AI, Edtech, Fintech, Health & Wellness, Travel & Hospitality, SaaS, Gaming, Telecommunications, Legal and more.
Hugo leverages each social platform’s moderation tools to maintain a healthy community environment. We swiftly remove inappropriate comments and, when necessary, ban disruptive users across most platforms. We also include the option to mute persistent offenders, automatically filtering out their comments to ensure a positive experience for your community.
Our team can operate in any time zone, with 24/7 availability for coverage 365 days a year – including holidays.
After onboarding, you will receive a customizable dashboard that displays key metrics such as content removal time, escalation rates, false positive/negative ratios, and agent productivity. We also provide regularly scheduled reports (such as daily incident summaries and weekly performance reviews) to ensure you have full visibility into all safety operations.
Our approach centers on continuous improvement. We conduct regular policy reviews, analyze incident trends, and gather stakeholder feedback. Quarterly strategy sessions with your team result in updated guidelines, workflow optimizations, and new training modules to address emerging risks.
We provide real-time moderation of content, even for the most complex forms of toxicity.
Hugo combines human expertise with rigorous processes to deliver unparalleled accuracy, efficiency, and scalability. Our industry-leading satisfaction rates, comprehensive security measures, and ability to handle complex, high-volume projects set us apart as the premium choice for outsourcing repetitive tasks. Moreover, Hugo has been recognized as the fastest-growing BPO company in the world for both 2023 and 2024 according to Clutch, demonstrating our commitment to excellence and our rapidly expanding capabilities in meeting diverse client needs.
Hugo runs a 24/7 support team. As such, we can provide coverage across all time zones.
Hugo leverages a multi‑layered defense combining automated detection algorithms, manual review, and user behavior analytics. We monitor for phishing patterns, suspicious login attempts, and spam networks. When threats are identified, agents follow predefined response protocols to contain and remediate risks.
At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.
We conduct in-depth consultations to understand unique needs, tailoring strategies accordingly. This ensures alignment with your goals and target audience.
No! Our outsourcing rates are fully transparent, and you will never be charged any hidden costs such as setup fees.
Hugo works with businesses of all sizes. We understand you need quality support regardless of your company’s size. Our solutions work for small businesses, startups, and larger established companies.
Hugo’s highly-trained QA team actively supports your team by pulling agent tickets weekly and conducting ongoing coaching. We work with you to develop a custom action plan and create an SLA that outlines specific target metrics for each service area. Your Account Manager monitors performance, ensures we meet critical benchmarks, and maintains the agreed service level, all aimed at your complete satisfaction.
No. Hugo’s outsourcing services are designed to supplement your existing in-house team, not replace them. We fill in gaps, extend coverage, and take on overflow to help ease the burden on your employees.
Yes! Hugo support agents are 100% dedicated to your business’ account, and your account only.
Strategic Content Moderation for Sustained Growth at Outschool
Discover how Outschool and Hugo transformed content moderation into a strategic advantage, ensuring high-quality education and rapid growth.
