How We Work
A clear engagement model, written down.
Here is how we work together: how we take over safely, who does what, how often you hear from us, our target goals, and how you stay in control. No black boxes.
From first call to compounding growth.
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Intro call (week 0)
A 30-minute conversation with a senior operator about your goals, channels, team and constraints. We tell you honestly whether we are a fit.
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Profitability diagnostic (weeks 1 to 2)
Read-only access to your platforms. We rebuild contribution margin by channel, size the leaks, review CX, site, marketing and marketplaces, and deliver a 90-day plan with a written proposal.
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Onboarding (weeks 3 to 6)
Access set up on least-privilege terms, vendor and tool inventory, metrics dictionary, baseline signed, runbooks written, agents trained on your brand, first daily brief live.
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Stabilize (to day 90)
Tracking fixed, waste cut, catalog cleaned, promo rules reset, CX and the AI agent live, testing roadmap and lifecycle rebuild underway.
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Scale (quarter 2 onward)
Budget moves to the channels and products with the best margin per dollar; new channels such as TikTok Shop or marketplaces launched where they pay.
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Compound (ongoing)
Retention, forecasting, insights and trend signals feed the plan; quarterly strategy reviews and Growth Share true-ups.
Who does what.
| Area | Your brand | Go Virtual |
|---|---|---|
| Brand vision, product, buying | Owns and decides | Provides data, insight and recommendations |
| Annual ecommerce plan and budget | Approves | Drafts, presents and delivers |
| Daily trading and site operations | Informed | Owns and executes |
| Promotions and pricing | Approves calendar and depth thresholds | Plans, builds, analyzes |
| Media spend | Approves budget, pays platforms directly | Plans, manages, optimizes |
| Customer service | Sets policy and refund thresholds | Staffs, runs, reports |
| Inventory and 3PL contract | Owns stock and contracts | Manages SLAs, audits, coordinates |
| Accounts, data, creative, code | Owns everything | Granted access only |
Communication cadence.
| When | What |
|---|---|
| Daily | Trading brief, targeted for 9am your time; shared Slack or Teams channel |
| Weekly | Scorecard and 30-minute operations call |
| Monthly | Business review with P&L by channel and next month's plan |
| Quarterly | Strategy review and Growth Share statement |
| Anytime | Direct line to your Commerce Lead |
Our target goals.
These are the goals our team works toward every day, not contractual service levels.
| Item | Target goal |
|---|---|
| Critical site or checkout incident | Aim to acknowledge in 15 minutes, 24/7 |
| Revenue-impacting bug | Aim for a fix or workaround in 4 business hours |
| Chat first response | Aim for under 60 seconds in covered hours |
| Email and DM first response | Aim for under 4 business hours |
| Promotion QA | Aim to complete 48 hours before launch |
| Client requests | Aim to answer within 1 business day |
Senior leads, global specialists, AI agents.
Each account is guided by a US-based senior operator who works alongside your team as a true partner in your growth. Execution is delivered by trained specialists across time zones, which is how we are able to offer 24/7 coverage and senior-level output at a sustainable price. AI agents handle monitoring, drafting and routine resolution, with every action logged and reviewable.
If it is not working
After the 90-day initial term you can end the engagement with 30 days' notice. We provide a full handover: runbooks, dashboards, data models, credentials returned and a transition call with your new team or vendor.
Start with a profitability diagnostic.
Two weeks to see contribution margin by channel, the biggest leaks and a 90-day plan with a written quote. Credited to your first three months.