Designed for teams who need confidence, coverage or capacity, not another workflow to manage. Combines Arwen’s platform with experienced community specialists to protect your brand, engage your audience, and handle risk—without adding internal cost or complexity.
Our Managed Service is typically chosen when running community operations in-house becomes a risk, a drain or a distraction.
Don’t have the capacity to manage comments at scale
You’re stretched thin and comment volumes fluctuate. Our Managed Service gives you expert coverage without hiring, training or reallocating internal teams.
Operate in high-risk or high-visibility environments
When mistakes escalate quickly or attract scrutiny, experience matters. Our specialists work to your policies and escalation paths, with judgement when it counts.
Need always-on coverage across time zones
Your community doesn’t switch off and neither do we. Get consistent moderation and engagement, day and night, without imposing shift work or burnout on your team.
Want outcomes, not another workflow
You care about results, not managing tools. We run the day-to-day operations inside Arwen, while you keep visibility, control and oversight.
The services we offer across paid and organic social
You decide what “good” looks like. We execute it consistently, at scale.
Managed Arwen Moderate
Protect your brand, campaign and community without silencing conversation
Our specialists review and act on high-risk, ambiguous, and edge-case comments using Arwen’s tooling, ensuring consistency, accuracy and restraint.
Handle manual review of suspect comments
Review and shadow ban repeat offenders
Investigate threats and escalate critical crises
Continuously refine filters and thresholds based on live conditions
Respond quickly, calmly and on-brand without adding pressure to your team
We engage with high-value comments on your behalf, using your tone of voice and approved guidance, so opportunities aren’t missed and questions don’t linger.
Respond to questions, feedback, and objections
Use AI-assisted suggested replies based on your facts and style
Escalate sensitive cases back to your team when needed
Maintain consistency across platforms and time zones
Built on Arwen’s platform, not spreadsheets or inboxes
Decisions backed by real-time signals and audit trails
Escalation paths designed for brand, legal, and safety teams
One accountable partner, not a rotating team
RELIABLE COVERAGE, CONSISTENT DECISIONS, FAST RESPONSES
What Arwen Managed Service does for you
The result: fewer fires, calmer teams and comment sections you can trust to run safely at scale.
24/7
24/7 coverage, without burnout
Your community doesn’t pause and neither does risk. Our managed team provides continuous coverage across time zones, weekends and campaign spikes, without stretching internal teams.
100%
Consistent decisions, aligned to policy
Every action is taken in line with your policies, tone, and escalation paths. Our specialists operate with clear guidance and audit trails, so decisions are consistent, defensible and reviewable.
Speed
Fast response when it matters
High-risk and high-value comments are identified and handled quickly, reducing exposure, answering questions and keeping conversations constructive in real time.
How the Arwen Managed Service works
A clear operating model that gives you visibility and control, without day-to-day burden.
1. We align on your policy and standards
We start by agreeing clear policies, tone of voice, escalation thresholds and risk tolerance. This ensures every decision reflects your brand, values and operating context.
2. Our team operates inside Arwen
Our specialists work directly within the Arwen platform, using real-time signals, audit trails, and controls. There are no side inboxes, spreadsheets or hidden processes.
3. Automation supports. Humans decide.
Routine actions are handled automatically to maintain speed and consistency. Ambiguous, sensitive or high-risk situations are reviewed by experienced specialists, with escalation when required.
4. You retain visibility, oversight and control
You have full visibility into actions taken, trends, and escalations. We review performance regularly and adapt as conditions change - without disruption or rework.
No handoffs. No black boxes. No surprises.
TESTIMONIALS
What our customers say
Arwen means that hateful and toxic comments never see the light of day, which is really reassuring for me, the team and our followers.
I can't recommend Arwen more. Their service makes my social media a much better, healthier place to interact. I'm a big fan!
We love Arwen. It solved a massive problem we've had around our Paid, which we've had for years. I can't believe we've only just started working with you.
FAQ
Got questions? We've got answers.
Is it safe to let an external team handle this?
Yes. Our specialists operate entirely within the Arwen platform, with full audit trails, access controls and escalation paths.
There are no side inboxes, spreadsheets or unmanaged handoffs. Sensitive or high-risk situations are escalated according to agreed protocols, ensuring accountability at every step.
Arwen isISO 27001-certified and GDPR-compliant platform.
Do I have to have Arwen as a Managed Service?
No. Arwen is available as a self-serve platform, a fully managed service, or a combination of both.
Some teams run Arwen entirely in-house. Others choose Managed Service to reduce operational load, cover high-risk periods, or provide 24/7 support.
Many use a hybrid approach - with Arwen managing specific platforms, regions, or hours, while internal teams retain control elsewhere.
Or you may choose to use our Managed Services for peaks in comment volumes related to an event or campaign.
You can adapt the model as your needs change, without rebuilding processes or switching tools.
How much control do we keep if Arwen manages our community?
You remain in control at all times. We operate to your policies, tone of voice, escalation thresholds, and risk tolerance - all agreed upfront.
You have full visibility into actions taken, trends, and escalations through the Arwen platform, with regular reviews to adapt as your needs change. The Arwen Managed Service removes day-to-day workload, not ownership.
Can we choose which platforms, regions, or hours are covered?
Yes. Managed Service is flexible by design. Coverage can be tailored by platform, geography, time zone and level of engagement or moderation required.
This allows you to scale support where it’s needed most, without paying for unnecessary coverage.
What happens when something serious or unexpected occurs?
High-risk or unusual situations are flagged immediately and escalated according to your agreed thresholds - whether that’s to your internal team, legal, security or trust & safety stakeholders.
You’re never surprised and nothing critical is handled in isolation.
What do humans handle vs automation?
Automation handles routine, high-confidence actions to maintain speed and consistency. Humans handle ambiguity, context, and judgement - including edge cases, sensitive conversations and potential risk.
This balance ensures efficiency without sacrificing responsibility, accuracy or nuance.
How do you make sure responses stay on brand?
We work from clear, approved guidance covering tone of voice, response principles and escalation rules. Suggested replies accelerate response, but all engagement is reviewed by trained specialists to ensure it reflects your brand accurately.
You can update guidance at any time as campaigns, priorities or circumstances change.
How is this different from a social media agency or outsourcing firm?
Arwen Managed Service is built on Arwen’s platform, not manual workflows.
Our specialists work with real-time signals, audit trails, and structured escalation - combining human expertise with infrastructure designed for scale, safety and accountability. You get one accountable partner, not a rotating external team.
Can we switch between Managed Service and running Arwen ourselves?
Yes. Many customers start with our Managed Service and later bring capabilities in-house, or use a hybrid approach.
Because everything runs inside the same platform, transitions are smooth and don’t require rebuilding processes or losing historical context.
Need support managing your community at scale?
Let’s talk through your challenges and see whether Managed Service makes sense, now or in the future.
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