Leah Goard

As a high level Virtual Assistant you will be executing tasks related to customer service, client care, technical support, program delivery support, general and marketing administration to help the business run smoothly and efficiently. Your role ensures the business stays organized and has the systems, processes, and operations required to grow in a sustainable manner.

RESPONSIBILITIES

Admin/Marketing Assistance

• Calendar management - Acuity & Zoom  (Programs and private clients)
• Execute data entry and database projects as needed
• Document creation, editing, and formatting where required
• Organize all content across all applications 
• Manage all product ordering and fulfillment
• Keep the SOP library up-to-date. Follow our Standard Operating Procedure documents (SOPs) and assist the CEO in keeping them up-to-date as our systems and strategies change. 
• Writing and scheduling all internal program social media posts (Scheduled through Smarterqueue) 
• Internal program email formatting and scheduling
• Blog, LinkedIn, and Medium article posting 
• Social media scheduling support 
• Social media content design support (ideal not essential)  

Client Care 

• Manage the main company inbox and ensure that emails are responded to in a timely manner 
• Onboarding new clients and ensuring that they are completely cared for during this process which includes; answering questions, ensuring they have access to programs, ordering welcome packages, sending agreements, follow up  etc. 
• Booking all Client Sessions 
• Identifying client needs and helping clients troubleshoot issues (technical, program logistics, etc.)  
• Provide excellent customer service and client engagement to all clients, students, and members of our community through various mediums (emails, Facebook posts.).
• Gather customer feedback 

Program Specific Assistance

• Participate in and support the webinar and sales promotion process
• Program session attendance may be required 
• Program session replay management 
• Gather, organize and process testimonials for programs and products
• Provide additional support where needed across our online programs

Technical Support

• Provide technical support for team members, clients, and community
• Support the CEO and the Web Team in keeping the backend systems organized
• Stay up to date with tech features and integrations 
• Set up/test tech for product purchases and delivery, integrations and funnels 

Applications:

• Acuity
• Notion  
• Airtable
• Canva
• Teachable
• WordPress
• Convert Kit
• Zoom
• ESignature
• GSuite
• Smarterqueue
• Survey Monkey
• Art of Where (Product fulfillment)
• Vervante (Product fulfillment

REQUIRED SKILLS, STRENGTHS & KNOWLEDGE

• Has previous online business administrative and customer service experience
• Ability to communicate in a way that accurately and positively reflects our brand and mission
• Highly detailed and organized, with exceptional problem-solving abilities
• Ability to create and follow systems with a focus on efficiency and improvement
• Resourceful, and not afraid to roll up your sleeves and figure things out 
• Follow company security protocol, retaining a strict  high-level of discretion and confidentiality with company and client information 
• Takes direction well and enjoys being part of a team
• Independent, self-starter who executes tasks on time, every time
• Loyal, hardworking, and comfortable in a fast-paced small-business environment where priorities can change quickly.
• Loves learning and is professionally and personally very growth oriented 
• Deeply driven by your values alignment  
• Not afraid to provide constructive feedback to enhance the company performance 

Thorough training will be provided on the details of our programs, policies, and values - but you’ll already be equipped with a positive attitude and a true passion for supporting people to achieve success!  

This job description is not all-inclusive and certain activities, duties, or responsibilities may be required of the employee as needed.

HOURS,COMPENSATION, VACATION

This is a part-time contract position that has the potential to become a full time contract position based on skill set, results and company growth. 

• Hours: 5 - 15 Hours per week (This is highly dependent on the program launch cycle, scope of responsibilities based on skillset and company growth.)
• Availability: Monday - Friday 9 am to 5 pm Pacific (During launches which is four times per year, there may be some weekend work requirements) There is a high level of flexibility with this position however, as this position is client facing, it requires that you are available to respond to clients within 12 -24 hours and certain tasks have specific deadlines within the week (EG: Uploading live session replays) 

• Vacations: There are two company holiday breaks (2 weeks in the summer and 2 weeks during the winter) As a contractor you of course have the freedom to book holidays with a reasonable amount of notice and advanced preparation. We believe in creating environments that provide freedom and flexibility while ensuring priorities and benchmarks are met.
• Compensation: Competitive hourly compensation is provided based on experience, skillset and scope of responsibilities.
• We’re based in British Columbia, Canada, but this position is virtual. Therefore, we have a preference for someone in a North American time zone (Canada or US).