Client Success Specialist – VA Team Coaching

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

📋 Description

• Oversee a team of 15–20 virtual assistants working with various clients simultaneously.

• Conduct daily stand-up meetings and provide real-time coaching to EAs when challenges arise.

• Create and implement tailored development plans for each team member.

• Monitor performance metrics such as response times, client satisfaction, and quality scores.

• Step in directly when clients require immediate assistance — you are a player-coach, not merely a manager.

• Lead video conferences with international clients from the US and Australia daily.

• Collaborate with clients to enhance EA workflows and anticipate their changing needs.

• Ensure seamless transitions during team changes, EA replacements, and client handovers.

• Assist with EA offboarding and manage account transition checklists when pairings conclude.

• Develop and uphold Standard Operating Procedures (SOPs) for essential EA functions.

• Monitor performance across platforms including HubSpot, Slack, Discord, Cloudtalk, ChatGPT, Workspace, and Penthouse on a daily basis.

• Support client onboarding calls as necessary and adhere to the handover SOP when accounts transition to a new Account Lead.

• Identify billing discrepancies and communicate client billing inquiries to the billing team — you facilitate coordination, not calculations.

• Submit a daily Account Lead Pulse (ALP) report following any internal notes or escalations.

• Maintain accurate and organized records regarding all team and client activities.

• Leverage technology proactively to address problems and remain organized.

⛳️ Requirements

• Minimum of 2 years of practical VA or EA experience with international clients (US/AU preferred).

• At least 1 year of experience in client success, B2B relationship management, and team coordination.

• Comfortable using 6+ platforms daily and eager — not overwhelmed — by learning new tools.

• Professional-level proficiency in English, both written and verbal.

• Demonstrated success in completing rigorous programs — bootcamps, certifications, structured training.

• Full availability for an overnight shift and a 2-week intensive training period with no absences.

🏝️ Benefits

• HMO coverage (after 6 months).

• 12 vacation days plus 10 sick days annually.

• 13th month pay.

• SSS, PhilHealth, PAG-IBIG benefits.

• Desktop computer provided along with full IT support.

• Paid training.