Client Operations & After-Hours Support Virtual Assistant

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee assigned business phone and text communication channels throughout the shift

• Adhere to established procedures for managing last-minute cancellations and urgent matters

• Organize replacement coverage when necessary

• Identify labor-related notifications and quickly notify the relevant team member

• Verify that scheduled care providers have arrived as anticipated

• Accurately document incidents for the daytime team

• Communicate professionally and calmly with clients and team members

• Keep precise records of leads, follow-up statuses, and sales-pipeline details

• Dispatch approved initial and follow-up messages to new inquiries

• Assist with email marketing campaigns and targeted communications

• Set up new clients across the company’s systems post-contract signing

• Maintain client documentation, calendar reminders, forms, and lifecycle data

• Monitor outstanding client items and follow up as necessary

• Aid in tracking payment statuses and generating recurring operational reports

• Manage applicant records and candidate statuses

• Schedule interviews and screening calls

• Send documented communications to candidates and gather necessary information

• Assist with new-hire access to systems, calendars, and onboarding materials

• Support data cleanup, process documentation, research, and operational projects

• Utilize established systems and AI workflows to enhance daily efficiency

• Provide task-specific remote services that bolster client efficiency, service delivery, and operational processes

⛳️ Requirements

• Required experience in customer service, client operations, account support, or administration

• Strong command of spoken and written English is necessary

• Preferred experience in lead follow-up, CRM management, or client lifecycle administration

• A strong technical aptitude and the ability to learn new software quickly are highly preferred

• Basic AI literacy is essential; experience with Claude is strongly preferred

• Experience in family services is an advantage

• Required ability to work independently during designated after-hours coverage

• An exceptional customer service mindset is mandatory

• Must remain calm and composed in unexpected situations

• Required to be a warm, professional, and empathetic communicator

• Must be highly organized and detail-oriented

• Comfortable working independently for a significant portion of the shift

• A fast, self-directed learner who adapts quickly to new systems is essential

• Strong judgment and the capacity to follow written protocols are necessary

• Open to AI and interested in utilizing technology for workflow improvements

• Must handle sensitive client and family information with discretion

• A signed confidentiality agreement is required

• Preferred working knowledge of: Google Workspace, Slack, Notion, Canva, Claude / AI Tools

• Client systems to familiarize with include: Doula Connect, Dubsado, Quo, Clockify, Calendly, Kajabi, Eventbrite, Typeform, Indeed, Zapier, Zoom / Loom

• A native or near-native English accent is required

• Availability for approximately 25 contracted hours per week, Monday through Friday, typically from 4:30 PM to 9:30 PM PST

🏝️ Benefits

• Competitive compensation rates

• Weekly payment schedule

• Availability of various open roles

• Free training and upskilling opportunities

• Ongoing support and guidance

• A vibrant community always ready to assist

• Potential for additional hours as the company expands and the VA demonstrates strong performance