EA Team Coach, Client Partner

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

📋 Description

• Oversee 15–20 virtual assistants across various clients simultaneously.

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

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

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

• Actively step in to provide immediate support for clients — you’re a player-coach, not merely a manager.

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

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

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

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

• Create 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 transition to a new Account Lead.

• Identify billing discrepancies and communicate 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.

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

• Leverage technology proactively to address challenges and remain organized.

⛳️ Requirements

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

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

• Comfortable using 6 or more platforms daily and eager — not overwhelmed — by learning new technologies.

• Professional proficiency in English, both written and verbal.

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

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

🏝️ Benefits

• HMO coverage (after 6 months).

• 12 vacation days + 10 sick days annually.

• 13th month pay.

• SSS, PhilHealth, PAG-IBIG coverage.

• Desktop computer provided along with complete IT support.

• Paid training.