Virtual Assistant Success Coordinator

We are looking for a proactive and people-oriented Virtual Assistant Success Coordinator to ensure our VAs and clients experience smooth onboarding, clear communication, and long-term success.

This role sits at the intersection of client experience, performance management, and operational support. You will serve as the bridge between clients and virtual assistants — ensuring alignment, accountability, and satisfaction on both sides.

This is not just an admin role. It requires strong communication skills, problem-solving ability, and the confidence to manage expectations professionally.

Role Overview

The Virtual Assistant Success Coordinator is responsible for:

• 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

You will work closely with the recruitment team, operations team, and leadership to ensure every placement runs smoothly.

Key Responsibilities

1. Client Onboarding & Experience

• 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)

2. VA Performance Support

• 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

3. Escalations & Conflict Resolution

• 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

4. Retention & Engagement

• 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

5. Documentation & Reporting

• Maintain organized records of all client interactions
• Track KPIs, satisfaction scores, and retention metrics
• Provide weekly summary updates to management

Work Hours:

Full-time, Eastern Standard Time business hours, Remote

Pay: $5/hr, DOE

Requirements

Must-Have Qualifications

• 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

Preferred Qualifications

• Experience in an outsourcing or staffing company
• Familiarity with KPI tracking and performance reviews
• Experience onboarding clients in a service-based business
• Background in HR, operations, or customer success

Key Traits for Success

• Calm under pressure
• Assertive but diplomatic
• Organized and structured
• Proactive (does not wait for issues to escalate)
• Relationship-driven

What Success Looks Like in This Role

• Smooth onboarding experiences
• Minimal client complaints
• High VA retention rates
• Clear documentation and accountability
• Strong long-term client relationships

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.