Virtual Assistant Coordinator

Posted 37ds ago

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Job Description

Virtual Assistant Success Coordinator facilitating onboarding and performance management for clients and virtual assistants in a remote setting.

Responsibilities:

Supporting client onboarding and VA onboarding
Monitoring performance and ensuring KPIs are met
Acting as the first escalation point for concerns
Maintaining strong relationships with both clients and VAs
Driving retention and long-term partnership success
Facilitate onboarding calls with new clients and VAs
Ensure role expectations, KPIs, and communication standards are clearly defined
Document workflows, expectations, and performance benchmarks
Conduct regular client check-ins (30/60/90 day reviews)
Monitor attendance, productivity, and KPI compliance
Review time tracking and performance reports
Identify early warning signs (engagement, performance dips, communication gaps)
Provide structured feedback and coaching support when needed
Serve as first point of contact for client or VA concerns
Mediate misunderstandings professionally and neutrally
Implement improvement plans when necessary
Escalate critical issues to leadership when required
Ensure VAs feel supported and aligned with client expectations
Maintain regular check-ins with assigned VAs
Gather client feedback to improve service quality
Support contract renewals and long-term placements
Maintain organized records of all client interactions
Track KPIs, satisfaction scores, and retention metrics
Provide weekly summary updates to management

Requirements:

3+ years experience in client success, account management, HR, or operations
Experience working with remote teams or virtual assistants
Strong written and verbal English communication skills
Excellent conflict resolution and problem-solving ability
High attention to detail and documentation accuracy
Comfortable handling difficult conversations professionally
Proficient in CRM systems, Google Workspace, Slack, and time-tracking tools
Experience in an outsourcing or staffing company (preferred)
Familiarity with KPI tracking and performance reviews (preferred)
Experience onboarding clients in a service-based business (preferred)
Background in HR, operations, or customer success (preferred)

Benefits:

Collaborative and supportive work environment.
Opportunity for advancement within the organization.
Stable, long-term remote work opportunity.
Health Insurance (Maxicare HMO) after 3 months probationary period.