Customer Service Associate

This is a remote position.

Virtual Rockstar is hiring a full-time Customer Support Associate on behalf of our client, a mission-driven holistic health practice dedicated to helping women and their families restore wellness through foundational, whole-body principles. This role plays a key part in creating a warm, supportive client experience while ensuring smooth communication, content delivery, and administrative workflow for their coaching and client success teams.

About Our Client
Our client is a God-inspired, professional, and holistic wellness practice focused on deep, long-term transformation. Their programs integrate cellular health, nutrition, mindset coaching, lifestyle adjustments, and structured wellness systems.

They are a highly collaborative, fast-paced, growth-minded team that values:

• Compassionate, service-oriented communication
• Professionalism, maturity, and calm presence
• Responsiveness and proactivity
• Adaptability and solution-focused thinking
• Supportive teamwork and clear communication

The team communicates via Slack and Asana and meets with clients over Zoom.

Responsibilities
Client Communication & Support

• Respond promptly and professionally to client inquiries across all platforms: PB (Practice Better), email, Slack, social media comment sections, and e-commerce messaging.
• Provide warm, thoughtful customer service by answering client questions and sharing program information.
• Support clients with payment updates, billing questions, card-on-file updates, and basic account assistance.
• Address shipping and e-commerce issues such as damaged packages, address errors, and tracking questions.
• Represent the practice with compassion, professionalism, and a calming presence.

Administrative Tasking & Workflow Support

• Navigate and manage Practice Better (PB) to support clients, track workflows, update records, and assist coaches.
• Use Go High Level (GHL) for pipeline updates, contact tagging, and communication support.
• Manage administrative tasks through Asana, Slack, Google Sheets, and documentation tools.
• Maintain accurate client records and ensure seamless handoffs between team members.
• Manage Practice Better calendar functions, including group call scheduling and clocking sessions.
• Support internal communication and task coordination through Slack & Asana.

Client Experience & Live Session Support

• Guide clients step-by-step through their programs, ensuring clarity, reducing confusion, and supporting adherence.
• Support live group calls by managing the chat, tracking attendance, posting reminders, prompts, and next steps.
• Provide personalized reminders, updates, and follow-ups.
• Track and document all client interactions to maintain visibility for the entire team.

Video Editing & Content Delivery

• Edit recorded webinars, client testimonials, YouTube videos, and YouTube Shorts.
• Format content for each platform (e.g., resizing, trimming, adding captions).
• Upload finalized content to platforms such as YouTube, Vimeo, and GHL.
• Ensure brand consistency across all video content (visual style, tone, messaging).
• Coordinate with the team to meet content deadlines and publishing schedules.

Requirements

• Experience in customer support, client success, or administrative support (preferably in coaching, wellness, or service-based environments).
• Strong communication skills—warm, empathetic, and professional; must be highly responsive across platforms.
• Experience with Practice Better (PB), Go High Level (GHL), Asana, Slack, Zoom, Google Workspace, Teamup, and Canva is strongly preferred.
• Ability to support video editing workflows; familiarity with basic editing tools required.
• Organized, detail-oriented, and efficient in managing calendars, workflows, and documentation.
• Able to remain calm, patient, and solutions-focused in a fast-paced and constantly evolving environment.
• Comfortable taking initiative while also following structured instructions and processes.
• Mature, growth-minded, and able to receive feedback without becoming discouraged.

Benefits

• Competitive salary commensurate with experience.
• Opportunities for professional development and growth.
• Work in a dynamic and supportive team environment.
• Make a meaningful impact by helping to build and strengthen families across the globe.