How we work
The operating model, in full.
This is the page most outsourcing companies do not write, because the details are where the model either holds up or does not. Ours is here in public so you can check it before you spend an hour on a call.
How it works
Four weeks from first conversation to work you can rely on.
No black box. You approve the person, you see the output, and scope widens on evidence rather than optimism.
- 01Day 1–3
Scope the work
A working session, not a sales call. We map the tasks you want to hand over, the platforms involved, the volume, and the hours you need covered. You leave with a written team plan and a cost.
- Task and platform audit
- Volume and shift modelling
- Written team plan
- 02Week 1–2
Match and train
We shortlist from our bench, or recruit against your spec if the fit isn't already in the building. Either way they train on your platforms, your SOPs and your tone before they touch a live account.
- Shortlist with work samples
- Platform and SOP training
- You approve the person
- 03Week 3–4
Ramp on live work
Supervised output from day one, reviewed by a team lead before it ships. We start narrow and widen scope as accuracy holds. You see the work, not just a status report.
- Every output reviewed
- Accuracy tracked from day one
- Scope widens on evidence
- 04Ongoing
Run and improve
Weekly reporting, a monthly review against the metrics that matter to you, and continuous training as platforms change. Scale the team up or down as your pipeline moves.
- Weekly output reporting
- Monthly performance review
- Scale up or down
The managed team model
You manage the outcome. We manage the team.
Recruitment, supervision, quality control, cover and continuous training. This is the overhead that makes an in-house hire expensive — and it is the thing we are actually selling. You never manage another group of freelancers.
Most outsourcing gives you a person and calls it a service. The person is the easy part. Everything above and below them on this diagram is the difference between capacity that keeps working and a hire that might.
You
Manage the outcomeYou set priorities and standards, and brief the work. That is the whole of your management burden.
Your dedicated specialists
Do the workDedicated to your account. In our office, on our equipment, under our supervision.
Ecommercia team lead
Manages the teamRuns the specialists day to day — weekly one-to-ones, workload, escalation before you notice a problem.
Quality review
Checks before it shipsOutput is reviewed during ramp-up and sampled continuously after. Accuracy is tracked, and scope widens on evidence.
Named backup
Holds continuityBriefed on your account before they are ever needed. Leave, illness and attrition are covered.
Everything below the dashed line is included. There is no separate management fee.
One managed office
Everyone works from our premises in Multan — not from home, not from a coworking desk. Supervision only means something if people are in the room.
Controlled access
Company-managed devices, named accounts only, no personal storage, and same-day credential revocation when someone rolls off an account.
Continuity built in
Redundant power and connectivity, so a local outage is our operational problem rather than a gap in your week.
Documented, not tribal
Every account runs on written SOPs and documented handovers, so knowledge lives in the process rather than in one person's head. Training against those documents is scheduled work, not something people fit in around a backlog.
Quality control
Three gates, not one hopeful handover.
Most outsourcing quality problems are really onboarding problems that nobody caught. Reviewing early and narrowly is cheaper than fixing late and broadly.
Before they start
- Recruited against a written role specification, not a general pool
- Platform training completed before touching a live account
- Your SOPs, tone and standards documented and taught
- You meet and approve the specialist
During ramp-up
- Every output reviewed by a team lead before it ships
- Accuracy tracked from the first day, not the first month
- Scope widens only as accuracy holds
- Weekly written check-in with your team
Steady state
- Continuous sampling rather than a review at renewal
- Monthly performance review against your metrics
- Ongoing platform training as channels change
- Escalation to us before it becomes a problem for you
Access & security
Your client's account, handled properly.
Your specialists will have real permissions in real accounts. Here is exactly how that is controlled.
- Company-managed devices only. No personal laptops, no personal cloud storage.
- Named individual accounts. We will never ask you to share a login.
- Least-privilege access — specialists get the permissions the job needs and no more.
- Same-day credential revocation when a specialist rolls off your account.
- We sign your NDA, and your client's, before access is granted.
- Work happens on our premises, on our network, under supervision.
Coverage
Shifts set against your day, not ours.
We are five hours ahead of GMT and ten ahead of US Eastern. That is a fact to be designed around, not glossed over.
| Shift | Local (PKT) | Your overlap |
|---|---|---|
| Europe shift | 12:00–21:00 PKT | 08:00–17:00 GMT |
| US East shift | 17:00–02:00 PKT | 08:00–17:00 ET |
| US West shift | 20:00–05:00 PKT | 08:00–17:00 PT |
Shift patterns are set per engagement. Most teams run a four to six hour live overlap with the client's working day.
Working white-label
Our specialists work in your Slack, your helpdesk and your project tool, using an email address on your domain if you want one. Reports go out with your branding. Your client does not need to know we exist — and most do not.
What we commit to
The questions you were going to ask on the call.
Answered here so you do not have to. If a number below is not true for your engagement, we will say so before you sign — not after.
Named backup
On every engagement
Continuity, not headcount
Holiday, sickness and attrition are our problem, not yours. Every engagement has a named backup who already knows the account. If a specialist leaves, we replace them and cover the gap in the meantime.
Included
Team lead & QA
A manager you don't have to pay for
Every specialist reports to an Ecommercia team lead who reviews output, runs weekly one-to-ones and owns quality. You brief the work. You do not manage the person.
4–6 hours
Daily live overlap
Real overlap with your day
Shifts are set against your working hours, not ours. Most teams run a four to six hour live overlap with US Eastern or UK time, with handover notes for the rest.
Same day
Offboarding revocation
Access handled properly
Company-managed devices, no personal storage, named accounts only, and same-day credential revocation when someone rolls off. We will sign your NDA and your client's.
Your brand
Client-facing identity
White-label by default
We work under your brand, in your tools, in your channels. Our specialists introduce themselves as part of your team because that is what they are. Your client never has to know our name.
30 days
Notice period
Stop when you need to
Monthly rolling after the initial term. No multi-year lock-in, no per-seat penalty for scaling down after a peak season.
The bench
Who actually does the work.
Specialists are matched from the bench where the fit exists, and recruited against your specification where it does not. Tenure below is time in ecommerce, not time at a desk.
Marketplace Operations Lead
4+ yearsCase management, suppressed listings, category approvals
- Amazon
- Walmart
- Target+
Catalog Specialist
3+ yearsAttribute mapping, variant structures, bulk corrections
- Wayfair
- Perigold
- Chairish
Advertising Specialist
3+ yearsSearch term harvesting, budget pacing, ACoS control
- Amazon Ads
- Walmart Connect
Ecommerce Designer
5+ yearsListing imagery, infographics, lifestyle composites
- A+ Content
- Shopify
- Etsy
Customer Support Specialist
2+ yearsBuyer messaging, returns, escalations, review recovery
- Amazon
- eBay
- Shopify
Reporting Analyst
3+ yearsWeekly reporting packs, margin and velocity tracking
- Multi-channel
Profiles are anonymised here by design — our people are not a shop window. You meet and approve the actual specialist before they start on your account.
Questions
Questions we get asked before signing.
If yours is not here, ask it on the call. We would rather give you an honest answer now than a pleasant one you discover was wrong in month three.
Still unsure? Send a brief and we will reply with a written answer, no call required.
A VA is a person you manage. What we provide is a managed capability. Our specialists are recruited against an ecommerce brief, trained on the platforms before they touch your account, and report to an Ecommercia team lead who reviews their output and owns quality. If someone leaves, we replace them and cover the gap. You brief the work; you do not manage the person.
Dedicated. A specialist assigned to your account works on your account. They learn your SOPs, your tone and your clients. The only shared resource is the management and QA layer above them, which is what makes the model work economically.
Continuity is our problem, not yours. Every engagement has a named backup who is briefed on the account, so leave and sickness are covered without you noticing. If a specialist resigns, we recruit and train a replacement while the backup holds the work.
Shifts are set against your working hours. Most engagements run a four to six hour live overlap with either UK time or US Eastern, with written handover for the remaining hours. US Pacific coverage is available where the volume justifies a dedicated shift.
Yes, and most agency clients do. Our specialists work in your tools, your Slack and your email, and introduce themselves as part of your team. Reports go out with your branding. Your client does not need to know we exist.
Named accounts only — never shared credentials. Work happens on company-managed devices in our office, with no personal storage. Access is revoked the same day a specialist rolls off an account. We will sign your NDA and, where required, your client's.
If the profile matches someone already on our bench, typically two weeks from scope to live work. If we need to recruit against your specification, budget four to six weeks. We would rather tell you the honest number than promise a start date we then miss.
One full-time specialist for an initial term, then monthly rolling with 30 days' notice. We do not do multi-year lock-ins, and we do not penalise you for scaling down after a peak season.
Output is reviewed by a team lead before it ships during ramp-up, and sampled continuously afterwards. Accuracy is tracked from day one, and scope widens on evidence rather than optimism. You see the work itself, not only a status report.
Both, though the model was built for agencies. Agencies use us to take on delivery capacity without adding payroll. Brands typically come to us when a role is hard to justify hiring for full-time in their own market.
Amazon, Walmart, eBay and Target Plus; Wayfair, Perigold, Chairish and 1stDibs; Faire and Etsy; and Shopify storefronts. The home and design channels are where we have unusual depth — they are catalog-heavy, poorly served by bulk tooling, and most providers avoid them.
Pricing is monthly, per scope, and published on our pricing page — one dedicated specialist on one channel starts at $1,850 per month, and a full pod runs from $4,900. There is no per-hour billing and no separate management fee — supervision, QA and cover are included. You still get a written cost against a specific team plan before you commit.
Tell us what you need to hand over.
A 15-minute working session, not a pitch. We map the tasks, the platforms and the hours, and you leave with a written team plan and a cost — whether or not you go ahead.
No obligation. No rate card until we understand the scope.