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.