
Virtual Assistant – Customer Support
3 hours ago
Key Responsibilities
Inbox & Customer Care ● Handle login/access issues, billing/basic account questions, and pre-purchase inquiries ("watched webinar—should I buy?" ● Maintain/update saved replies and FAQs; escalate only when needed
Community Concierge ● Moderate the free Facebook group and paid member groups ● Proactively greet new members, triage questions, and direct to relevant lessons/resources ● Run light retention outreach (e.g., voice notes to inactive members) and flag churn risks
Live Session Support ● Attend Zoom webinars/workshops; manage chat Q&A, links, and basic tech support
Membership Ops ● Post announcements, pin updates, organize resources, and ensure content is easy to find ● Track common issues/feature requests; propose improvements to processes or content
Process & Reporting ● Maintain macros/response libraries, update SOPs, and provide weekly support metrics. Tools (nice to have; can learn fast ● New Zenler (courses/memberships) or similar (Kajabi, Teachable, Thinkific ● Email: Kit (ESP) or comparable ● Community: Facebook Groups ● Comms/Live: Zoom, Google Workspace
Must-Haves ● Excellent written & spoken English; clear, friendly tone (voice notes comfortable ● High empathy + service mindset; calm under pressure during live events ● Strong tech savvy and problem-solving; learns new platforms quickly ● Proven experience supporting digital memberships/courses ● Proactive, self-directed, organized; low handholding after onboarding
Nice-to-Haves ● Experience in pet/dog training communities ● Retention and churn-prevention workflows ● Light reporting/CS ops (e.g., tagging, reason codes, weekly insights
Success Metrics (first 90 days) ● First-response time & resolution time within targets ● ≥90% customer satisfaction on support interactions ● Reduced repetitive tickets via improved macros/FAQ ● Positive community sentiment; questions routed to correct content quickly ● Reliable coverage during live sessions with smooth chat/Q&A Why Join Assist World?
% REMOTE $50 birthday bonus $200 testimonial bonus $300 tenure bonus every 6 months $500 entry monthly raffle NO TRACKER. NO PROBLEM
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