Customer Success Virtual Assistant at Well-Oiled Operations

Customer Success Virtual Assistant (VA) Job Description... _____________________________________________________________ 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 Apply Job!