Outsourced social media customer support and monitoring at scale
24/7 social media monitoring, customer complaint response, and escalation management across global platforms
We provide outsourced social media customer service that monitors, responds to, and resolves customer complaints across social channels in real time, helping you protect your brand, reduce escalation risk, and stay in control of public customer interactions. Built for high-visibility brands where response time, tone, and complaint resolution matter.
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Delivering real-time outsourced social media customer service for high-visibility brands
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We work with scaling and global brands that need outsourced social media customer service — managing public complaints, customer queries, and brand mentions across social channels without losing control, quality, or trust.
Health Tech & Wearables
SaaS & Technology
FinTech
Retail & eCommerce
Over 20 languages spoken by our team
Operating in 4 continents around the globe
Staff retention rate in 2025
No agents with less than 2 years of experience
Social media monitoring and support that protects your brand in public
Global outsourced social media customer service coverage, with local expertise
Teams across Ireland, Portugal, Romania, Spain, Bulgaria, Japan, the Philippines, Colombia, and the US, delivering 24/7/365 social media customer support and monitoring across global markets.
Built for high-visibility environments
Ideal for brands where outsourced social media customer service, public complaint resolution, and real-time response are critical to maintaining customer trust and brand integrity.
Multi-skilled social support agents
Each agent is trained across social media customer service, complaint monitoring, and escalation, reducing hand-offs and ensuring faster, more consistent public responses.
Brand and platform immersion from day one
We integrate into your social platforms — including Facebook, Instagram, X, TikTok, Reddit, and LinkedIn — tools, workflows, and brand guidelines from day one, ensuring every customer response is aligned, consistent, and on-brand.
Remote-first outsourced social media support talent
Experienced agents — none with less than two years in customer support — equipped to handle complex, sensitive, and high-impact public interactions across global social channels and customer bases.
Our security philosophy
Otonomee protects your data, your people, and your customers through industry-recognised controls, continuous monitoring, and world-class certifications.
Security is fundamental to customer trust and continuous service excellence. As a remote-first, global operator, we embed security at every layer — people, process, and technology.
We protect data wherever it lives, with safeguards that meet or exceed modern compliance expectations.
ISO/IEC 27001:2022
Internationally recognised standard for information security management, demonstrating a systematic, risk-based approach to protecting data.
GDPR
Fully compliant with EU data protection regulations, safeguarding personal data with transparency, accountability, and privacy by design.
PCI DSS Certified
Certified to protect cardholder data through rigorous security controls, ensuring safe and compliant payment processing environments.
HIPAA
Aligned with strict U.S. healthcare data protection requirements, ensuring sensitive health information is handled securely and responsibly.
What's included in our outsourced social media customer service
24/7/365 outsourced social media monitoring and real-time customer complaint response
Social listening and sentiment tracking to identify customer complaints before they escalate
Structured escalation protocols for high-risk, sensitive, or viral customer issues
Customer-facing community management aligned to your brand voice and service standards
Global outsourced social media customer service across Facebook, Instagram, Reddit, X, TikTok, LinkedIn, and WhatsApp
In a world of Goliaths, Otonomee champions the Trailblazers. Trailblazers like You.
“Huge achievement to get this far, this quickly and it’s great to be working with partners that can help us grow the brand into something amazing.“
Our Awards
Our Partners
A structured approach to social media monitoring and customer support outsourcing
We take a structured, hands-on approach to building and scaling outsourced social media customer support and monitoring operations. From discovery to go-live, we work alongside your team to ensure a smooth transition, strong brand alignment, and consistent performance from day one.
Frequently asked questions
Still have questions?
Talk to a social media support specialist and explore how Otonomee can support your growth.
Yes. We provide 24/7/365 outsourced social media customer service across Facebook, Instagram, Reddit, X, TikTok, LinkedIn, and WhatsApp — ensuring customer complaints, queries, and brand mentions are monitored and responded to in real time, every day of the year.
Our outsourced social media customer service team responds to public complaints directly, in your brand voice, using structured escalation workflows and sentiment tracking to resolve issues before they spread. Every interaction is guided by your brand guidelines, service policies, and defined escalation paths, ensuring consistent, on-brand complaint handling across all social channels.
Yes. Our outsourced social media customer service covers both functions: proactive social listening and monitoring to catch customer complaints and brand mentions early, and direct customer support to respond, resolve, and escalate issues across all social channels. The two work together, monitoring identifies issues, and support resolves them before they escalate publicly.
We implement defined escalation workflows within your outsourced social media customer service operation, ensuring that sensitive complaints, high-risk mentions, or rapidly spreading issues are escalated internally and responded to publicly in a controlled, on-brand way. Response speed and tone consistency are central to how we handle escalation across all platforms.
We provide multilingual outsourced social media customer service across 20+ languages — aligned to your customer base and global market requirements. Our distributed teams across Europe, Asia, the Americas, and the Philippines give you genuine local and cultural fluency, ensuring customer complaints are handled in the right language, tone, and context at scale.
Security and compliance are embedded into every layer of our outsourced social media customer service operations. We align with ISO/IEC 27001, PCI DSS, HIPAA, and GDPR, and our processes, platform integrations, and agent training are built to protect sensitive customer data across all social channels and markets.
Timelines depend on scope, platform coverage, and the complexity of your escalation requirements, but our onboarding model is designed to get your outsourced social media customer service team live quickly, without compromising brand alignment, response quality, or escalation structure.
Talk to an outsourced social media customer service specialist
Partner with an outsourced social media customer service specialist
Share your social media customer service challenges — complaint volumes, response times, escalation gaps — and we'll design an outsourced social media monitoring and support solution that resolves issues faster and keeps public interactions under control.
Why partner with us?
- Real-time outsourced social media monitoring and complaint response: We identify customer complaints, queries, and brand mentions across platforms and respond before issues escalate publicly.
- Outsourced social media customer service aligned to your brand voice: Our agents respond to customer complaints and queries in your exact tone, ensuring every public interaction reflects your brand standards and leaves customers feeling heard and resolved.
- Proactive social listening and structured escalation handling: We don't just monitor conversations — we catch complaints early through social listening and manage escalation through defined protocols before issues spread.
- Continuous sentiment analysis and customer feedback tracking: We analyse complaint patterns, sentiment trends, and customer feedback across social channels, giving you actionable insight into what customers are saying publicly about your product and brand.