Client Success Team Lead – Virtual Assistant Accounts

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

📋 Description

• Oversee 15–20 virtual assistants working with various clients concurrently.

• 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.

• Actively participate when clients require urgent assistance — you serve as a player-coach, not just a manager.

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

• Collaborate with clients to enhance EA workflows and proactively address their changing requirements.

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

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

• Develop and uphold SOPs for essential EA functions.

• Daily monitor performance across HubSpot, Slack, Discord, Cloudtalk, ChatGPT, Workspace, and Penthouse.

• Provide support during client onboarding calls as necessary and adhere to the handover SOP when accounts move to a new Account Lead.

• Identify and report billing discrepancies, forwarding client billing inquiries to the billing team — you facilitate, not calculate.

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

• Keep precise and organized records of all team and client activities.

• Utilize technology proactively to address issues and maintain organization.

⛳️ Requirements

• A minimum of 2 years of direct 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 navigating 6+ platforms daily and eager — not overwhelmed — by learning new tools.

• Proficient in professional-level English, both written and verbal.

• Demonstrated history of successfully completing rigorous programs — bootcamps, certifications, structured training.

• Full availability for overnight shifts and a 2-week intensive training period without absences.

🏝️ Benefits

• HMO coverage after 6 months.

• 12 vacation days and 10 sick days annually.

• 13th month pay.

• SSS, PhilHealth, PAG-IBIG contributions.

• Desktop computer provisioned along with full IT support.

• Paid training offered.