Own day-to-day customer care, inbox management, and community concierge duties across our free and paid groups.
Handle login/access issues, billing/basic account questions, and pre-purchase inquiries.
Moderate the free Facebook group and paid member groups.
Attend Zoom webinars/workshops; manage chat Q&A, links, and basic tech support.
Post announcements, pin updates, organize resources, and ensure content is easy to find.
Maintain macros/response libraries, update SOPs, and provide weekly support metrics.

Excellent written & spoken English; clear, friendly tone (voice notes comfortable).
High empathy + service mindset; calm under pressure during live events.
Strong tech savvy and problem-solving; learns new platforms quickly.
Proven experience supporting digital memberships/courses.
Proactive, self-directed, organized; low handholding after onboarding.
Nice-to-Haves
Experience in pet/dog training communities.
Retention and churn-prevention workflows.
Light reporting/CS ops (e.g., tagging, reason codes, weekly insights).

Virtual Assistant – Customer Support, Community Concierge

About this role