Customer Success Virtual Assistant at Well-Oiled Operations

Customer Success Virtual Assistant (VA)

Job Description...

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Position: Customer Success Virtual Assistant

Department: Customer Success

Reports To: Senior Director of Operations & Director of Customer Success

Job Type: Full-time (Monday-Friday; 8am CST - 12pm CST, (2) hour break, then 2pm CST - 6pm CST); $10-$12 per hour based on experience.

Position Overview
• We are seeking a dynamic and proactive Virtual Assistant to join our Customer Success Department. As a key member of our team, you will play a critical role in supporting our efforts to deliver outstanding service and assistance to our clients. The ideal candidate will be highly organized, detail-oriented, and possess excellent communication skills. This is an exciting opportunity to contribute to the success of a fast-paced and innovative company in the business operations coaching industry.

Ideal Candidate
• Has strong technical ability/skills
• Has excellent ability to provide and accept feedback
• Is naturally proactive, resilient and growth minded
• Has assertive (not aggressive) communication skills
• Is routine driven & detail oriented
• Is self-sufficient and able to properly manage one’s own time

Responsibilities
• Provide administrative support to the Customer Success team, including client portal calendar management, scheduling/rescheduling client meetings, curriculum management and organization and client surveys.
• Assist in managing client communications, including responding to emails, client portal DMs and client portal community posts in a timely and professional manner.
• Perform 3 (Monday, Wednesday and Friday) new client, group, onboarding sessions per week via Zoom.
• Coordinate and maintain documentation related to client accounts, ensuring accuracy and completeness of information.
• Assist with data entry and record-keeping tasks, updating client profiles and information as needed.
• Collaborate with team members to ensure seamless coordination and execution of customer success initiatives and projects.
• Support the development and implementation of customer success strategies and initiatives to enhance client satisfaction and retention.

Expected Results
• Attend all company meetings and coaching calls in a quiet, well-lit, professional-looking space.
• Ensure all email, DM and client portal inquiries and posts are responded to by the end of each day (6pm CST).
• Client NPS Rating: equal to or greater than 90% with at least 10 submissions / month
• Client Reviews: equal to or greater than (10) 5-star reviews / month via TrustPilot
• Response Time: All inquiries (Email, Slack, DM, client portal community) are responded to within 3 hours.
• Error Rate: equal to or less than 1 error / week

Requirements
• Previous experience in a virtual assistant or administrative role is preferred.
• Strong organizational and time management skills, with the ability to multitask and prioritize tasks effectively.
• Excellent written and verbal communication skills, with a professional and courteous demeanor.
• Proficiency in Google suite (Google Docs, Sheets, Slides and Forms).
• High attention to detail and accuracy, with a commitment to delivering quality work.
• Ability to work independently with minimal supervision, while also collaborating effectively with team members.
• Experience working in a customer-focused environment is a plus.
• Experience with Hubspot and/or SKOOL (our client portal) is a plus

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