Virtual Assistant Team Lead

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 for EAs when challenges arise.

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

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

• Step in directly to assist clients when urgent support is needed — embodying a player-coach role, rather than just management.

• Facilitate video calls with international clients (from the US and Australia) on a daily basis.

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

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

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

• Create and uphold standard operating procedures (SOPs) for essential EA tasks.

• Track performance across multiple 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 shift to a new Account Lead.

• Identify billing discrepancies and communicate client billing inquiries to the billing team — your role is to coordinate, not calculate.

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

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

• Utilize technology proactively to resolve issues and maintain organization.

⛳️ Requirements

• A minimum of 2 years of direct VA or EA experience with international clients (preferably from the US/AU).

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

• Comfortable working across 6 or more platforms daily and eager to learn new tools without feeling overwhelmed.

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

• Demonstrated success in completing rigorous programs such as bootcamps, certifications, or 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 and 10 sick days per year.

• 13th month pay.

• SSS, PhilHealth, PAG-IBIG contributions.

• Desktop computer provided along with full IT support.

• Paid training.