Elevate engagement with gaming and media outsourcing from $1,130 a month, all in

Sourcefit’s gaming and media support rates are $1,130 a month for entry level, $1,535 for mid level and $1,940 for senior player support agents and moderators, per full-time employee working from home. Office-based staff add $100 a month. Each rate is all in: salary and benefits at cost plus the $395 management fee. There are no setup, recruitment or exit fees. Where the work suits it, output-based pricing is also available, built on the same transparent framework: we show how the unit price is calculated, so you know exactly what you are paying for.

No. The fee is already inside every rate on this page and on every quote. A $1,130 rate is about $735 of salary and benefits at cost plus the $395 fee. You will never see the fee added to a rate you were quoted.

Legal employment and compliance with an HR team on the ground, recruitment, an i5 computer with dual monitors and headset, a 24/7 IT help desk, a secure managed network, our security certifications and insurance, training and quality, client success management and the Knit workforce platform. For office-based staff it also covers the seat, office network and utilities.

Most gaming and media support roles are recruited, interviewed and onboarded in two to four weeks. Multilingual roles can take longer. You interview and choose the player support agents and moderators.

That is your choice. Most clients manage the team directly: the player support agents and moderators report to your managers and work inside your processes and tools, with Sourcefit handling employment, HR, equipment, IT and quality support behind them. If you would rather not manage day to day, our Sightline model builds an autonomous team with its own Sourcefit team lead and quality layer that delivers against agreed SLAs, while still reporting directly to you and working to your KPIs, not ours. Sightline is quoted separately.

Yes. Player support agents and moderators work in your support platforms, moderation dashboards and community tools, such as Zendesk, Helpshift, Discord and Steam, under your access rules. You keep ownership of every account, and access is revoked the day someone leaves.

Sourcefit holds ISO 27001:2022 and ISO 27701 certification directly, is PCI DSS validated, has a SOC 2 report, signs HIPAA business associate agreements where needed and operates GDPR-aligned data handling. Home-based staff work on company-managed computers over a VPN with traffic routed through Cloudflare.

The team is yours. If you decide to move them to your own entity or take them with you, they go with you. There is no transfer fee, buyout or conversion charge.

If your developers or community managers are answering tickets, players in other time zones wait overnight, or the backlog never clears, yes. Start with one or two dedicated agents working your queue, keep community strategy in house, and add people as the player base grows. There is no minimum team size.

Tier-one tickets, community moderation, content review, manual QA testing, localization and research all move to a dedicated team well, as do tier-two support, team leads, QA analysts and community managers who run your Discord and social channels day to day. Community strategy, developer-facing communication, and final decisions on bans, payment disputes and security incidents stay with your senior staff, with a documented escalation path from the team.

We recruit for live-game experience and genre familiarity and you test candidates yourself. Onboarding runs on your guides, builds and tone documents, and agents should be handling routine tickets within the first weeks. Patch days and new content need a knowledge base update before they land, which is a rhythm we build into the team.

Yes. Agents are added on the same monthly terms for a launch or event and released afterward without penalty, because there is no lock-in. A dedicated core team plus a surge group that has already been trained is the usual pattern for studios with predictable peaks.

Yes. Philippine shifts cover the Americas overnight and Asia-Pacific by day, South Africa covers Europe, and the Dominican Republic sits in the US Eastern zone. Round-the-clock coverage takes several agents across shifts, so we size it to your ticket volume by hour.

Yes. Agents work in your ticketing, moderation and community tools under your access rules, so every interaction stays in your systems. If Discord is doing the work of a ticketing system for you, we will say so and help you decide whether that should change.

Moderators are screened for slang fluency, cultural sensitivity, resilience and judgment, work to warn-and-ban guidelines you set, and have an escalation path for threats, harassment of moderators and child-safety cases. Wellbeing support and exposure rotation are part of the standard fee, and quality is sampled and coached by our training and quality team with your leads.

AI handles FAQ answers and triage in your platform; people handle account, payment, cheating and security issues and anything where a player is upset. Agents use AI assistance to work faster, and as automation improves you need fewer people on routine tickets. The experience stays human where it matters.

Yes. Dashboards on ticket volume, themes and sentiment come from your own tools, and agents write structured bug reports to your engineering process. You steer the team as the game evolves; we handle employment, equipment, security and quality behind them.