Some Massachusetts businesses need eyes on the inbox, the support queue, or the order desk around the clock. We staff multi-shift VA pods so coverage is continuous, not best-effort.
A typical 24-hour pod is 2–3 dedicated VAs working in shift rotation, all sharing the same SOPs, ticketing system, and escalation rules. Your account manager owns the schedule and quality bar across shifts.
This is the right setup for ecommerce, hospitality, on-call professional services, and any operation where a missed message costs a customer.
Multi-shift pods of 2–3 dedicated VAs Continuous coverage, shared SOPs, single escalation path Account manager owns schedule and shift QA Ideal for ecommerce, hospitality, on-call services
Dedicated VA, U.S. account manager, weekly reporting, replacement coverage, SOP capture, tool onboarding. No setup fees or long-term contracts.
No. We staff a small pod of dedicated VAs in shift rotation. Each shift is reasonable hours, with backup so coverage never lapses.
Anything web-based — help desks (Zendesk, Intercom, Freshdesk), order systems (Shopify, WooCommerce), and most CRMs. SOPs are built collaboratively in the first week.
Yes. Most Massachusetts 24-hour clients start with day-shift, prove the workflow, then add evening and overnight shifts.
We commit to a target SLA per ticket type — typical response targets are under 5 minutes for live chat and under 30 minutes for email tickets.