As Lead Support VA you will be the cornerstone of the client's customer experience operations—providing thoughtful, timely, and tech-proficient support to their valued clients. Your role centers around enhancing customer satisfaction through clear communication, resolving technical concerns, and simplifying processes with precision and empathy.
You’ll assist the CEO and team in building systems that are not only effective, but human. The goal: reduce the team’s load and enable the CEO to focus on growth, innovation, and implementation.
This role requires a proactive, growth-oriented individual who is detail-driven, customer-focused, and fluent in Go High Level.
Work Hours:
Rate:
⭐£5 GBP per hour
POTENTIAL TASKS
Customer Support & Communication
- Respond to client tech inquiries and troubleshooting questions via email
- Maintain inbox zero by replying to 90% of support queries with clarity and accuracy
- Draft and send updated weekly client communication emails
- Handle customer upgrade/downgrade queries and affiliate management
- Ensure all communication reflects the company’s values: Support, Transparency, Authenticity, Respect, and Patience
Knowledgebase & Process Documentation
- Create step-by-step best practice guides for clients using Scribe
- Break down complex technical workflows into simple, easy-to-follow instructions
- Review and update existing support materials by watching video guides and editing in Descript
Technical Setup & Onboarding
- Manage new account setup and client onboarding processes
- Support client domain setups and ensure all technical requirements are met
- Test client systems and recommend best practices
Project & CEO Support
- Assist the CEO in implementing new strategies and initiatives
- Ensure project clarity and task tracking via Asana
- Help reduce CEO’s involvement in day-to-day communication by proactively handling client concerns
SKILLS/EXPERIENCES REQUIRED
What We're Looking For
- Advanced working knowledge of Go High Level (required)
- Comfortable using Descript and Scribe (training provided if needed)
- Strong problem-solving mindset and proactive approach
- Exceptional attention to detail and commitment to quality
- Excellent written communication skills
- Patience and empathy when working with tech-challenged clients
- High emotional intelligence and natural rapport-building skills
- Loyal, trustworthy, and committed to confidentiality and GDPR standards
- Growth mindset with a desire to continually improve
Ideal Experience
- Previous experience in client support or tech troubleshooting roles
- Familiarity with Go High Level (white label) in a real-world business environment
- Exposure to video editing tools and process documentation platforms
- Experience supporting CEOs or senior leadership in system/process implementation
- Proven track record of handling customer communication with clarity and care
IMPORTANT REMINDERS
- Please apply only once. If you have already submitted an application form for another position, please do not submit another form. Any additional submissions will be automatically tagged as invalid.
- Our application will include submission of requirements and a few trial tasks. Please block off some time to prepare and complete these before starting the form. We recommend saving the URL to this page so you can come back when you’re ready.
- To ensure smooth communication, please download WhatsApp. It’s the primary tool many of our clients use, and we’ll also use it alongside email to reach out to you for potential client opportunities if you successfully pass this application. (Here's a quick tutorial on how to do this!)
- TIP: Read through the questions in the form first to know what you need to prepare before filling out the form. Please be on a PC or a laptop before proceeding with your application.
- Your minimum internet speed should be 10 mbps and your PC specs should be at least Intel Core i5 (or equivalent) and have 8GB RAM (at the minimum).
- DON’T HESITATE! No VA experience is required!
