Who Supports You

You are not on your own.

Two dedicated managers, a Team Lead on the contact center floor, and the founder are all invested in you doing well here. This page tells you what each one owns, and exactly who to go to when something comes up.

Reference August 2026 VAs & CSRs
Your Team Who To Contact How They Work Our Standard

SECTION 01Your Support Team

The lines between these roles are deliberately clear so you never have to guess who to ask. Two managers and the founder cover everyone here. On the contact center side there is also a Team Lead: if you are a CSR, they are the person closest to your actual shift.

QA Manager

Your performance coach
  • Reviews your tracked activity, hours, and trends
  • Runs your weekly one-on-one check-in
  • Gives specific feedback, always privately
  • Spot-checks quality before a client sees a problem
  • Builds improvement plans with you, and flags your wins
  • Runs your monthly performance evaluation
Everyone: VAs and CSRs

Operations Manager

Logistics and client coordination
  • Keeps clients steady with proactive check-ins
  • Owns schedules, attendance, and leave approvals
  • Sets up your tools and account access
  • Runs onboarding for every new team member
  • Writes and maintains the SOPs you work from
  • Talks to your client when a plan has to change
Everyone: VAs and CSRs

Team Lead

Your first stop on shift
  • Runs your shift huddle and sets the focus for the day
  • Grades and coaches your calls against the quality bar
  • Watches adherence live and steps in when a queue turns
  • Takes the customer you could not resolve yourself
  • Gives corrective feedback one-on-one, never on the floor
  • Raises anything bigger to the managers for you
Contact center (CSR) teams

Eli, Founder

Final escalation point
  • Sets company direction and brings on new clients
  • Handles pay, contract, and benefits questions
  • Hears anything you cannot raise with a manager
  • Steps in when an issue is not getting resolved
  • Always open to your ideas for the business
Everyone: VAs and CSRs
VA or CSR, the path is slightly different If you are a VA, your client gives you the work and you go straight to the managers for everything around it. If you are a CSR, your Team Lead is your first stop during a shift, and they pull in the managers when something needs to go further. Either way, nobody expects you to sit on a problem alone.

SECTION 02Who Do I Contact?

Find your situation, message that person. If you are still unsure, message either manager and they will hand it to the right place.

If you are a CSR, start here
Anything happening right now on your shift: a call you are unsure of, a queue backing up, a customer you cannot resolve
"I am going to be late" or "I need to step away from the floor"
"Can you listen back to this call with me?"
Everyone
"Am I doing a good job?" or "Can you review this before I send it?"
"I need help with this task" or "How do I get better at this?"
"My activity looked low today, here is why"
"I need a day off" or "My schedule needs to change"
"I cannot access this tool" or "I need an account set up"
"The client asked me to do something outside my role, is that okay?"
"I am running late" or "I cannot work my shift today"
Pay, contract, or benefits questions
A concern about a manager, or something sensitive and personal
Something neither manager has managed to resolve
Raise it early, not perfectly You will never be penalised for flagging something in good faith, even if it turns out to be nothing. A small problem raised on the day is easy to fix. The same problem raised in three weeks usually is not.

SECTION 03How They Work Together

Same team, different lanes. Here is who does what when a real situation comes up. On the contact center side, your Team Lead is usually the one who spots it first and loops the right manager in.

Situation QA Manager Operations Manager
Your tracked activity dropsChecks in with you privately and helps you work out what is going on.Gets informed. Adjusts your schedule or tools if that is the cause.
A client raises a complaintDigs into the quality root cause and works the fix with you.Responds to the client and manages the relationship.
You need a day offNot involved.Approves your leave and notifies the client.
Your work has been excellentRecognises it and documents it toward your evaluation.Tells the client, and celebrates it in Community.
You need a tool or accessNot involved.Sets it up for you.
You are struggling with a taskCoaches you, reviews the work, suggests a better approach.Talks to the client if a deadline has to move.
You are being onboardedAssesses your skills and checks your first-week quality.Runs the checklist, grants access, holds your orientation.
The bottom line This is more support, not more bosses. Your Team Lead and both managers are measured on whether you are set up to do well.

SECTION 04The Armasourcing Standard

"We don't just place team members and disappear. We support them, train them, and help them grow into professionals their clients can't imagine working without."

How we judge ourselves

Those five words below are what we actually hire and keep people for. They apply the same way to a VA and to a CSR on the phones.

Ownership
Honesty
Reliability
Growth
Respect

Questions?

Any of these reach a real person. Use whichever fits.

Community
townhall.scalewitharma.com
Day-to-day questions, announcements, your team.
General email
hello@armasourcing.com
Anything that is not urgent and not sensitive.
Pay & contracts
eli@armasourcing.com
Pay, contract, benefits, or anything confidential.
Armasourcing
We're here to support you. Always.
armasourcing.com

Who Supports You, August 2026

Internal document for Armasourcing team members. Do not share externally.