Virtual Assistant – Customer Support & Back Office Specialist

Virtual Assistant –
Customer Support & Back?Office Specialist

Special note: If you applied to our previous job post, we needed to update the description. This is the updated position post.

About Us:
Join the Ikonic Concierge Team, where we deliver top-tier support for our online platform. We value professionalism, reliability, and efficiency. We're looking for someone who thrives in a structured, fast-paced environment and is proactive.

Position Summary:
We are seeking a detail-oriented and proactive Virtual Assistant to handle customer support and back-office operations. In this role, you'll assist clients via chat and email, manage administrative tasks, and support our other tea ---------- mbers.

Key Qualifications & Responsibilities:
Must speak English to communicate & understand staff & work requirements.
Must have comprehensive English writing skills. You will be responding to English speaking customers primarily via email & chat.
Respond promptly and professionally with a friendly tone offering assistance to client & team inquiries / requests via chat and email.
Review & troubleshoot account and billing issues.
Update and maintain accurate customer records.
Use tools including Slack, Gmail, Stripe, Excel (basic), and Google Drive.

Responsiveness During Shift
During your shift, our messages and any other tea ---------- mbers messages must be responded to within 5 minutes or less. We expect that you are working & available during your entire shift.
Real-time communication is essential.
You need to log in on time every time and stay working for the whole shift.
You will need to send a sign on & sign off message for every shift and a summary at the end of each shift of what you've accomplished & worked on for that day.

Accuracy & Team Workflow:
We understand there’s a learning curve, and mistakes are part of that process. That said, it’s really important that your work is done carefully and accurately to avoid slowing down the team or requiring rework. If you are not detail oriented - you will not enjoy this position.

If anything is unclear or you’re not confident about a task, please feel free to ask questions. It’s much better to clarify upfront than to guess. You will have a great support system.

All trainers have completed this work directly that you will be trained on- we know how long each item takes to complete. During the training, we know there is a learning curve! Once trained we expect the tasks to be completed at the standard time it takes to complete those tasks.

Work Schedule & Shift Commitments

PERMANENT HOURS:

Arizona (Friday-Tuesday): 8 PM to 12:00 AM MST US Permanent Schedule
Philippines (Saturday-Wednesday): 11 AM to 3 PM PHT Permanent Schedule

TRAINING HOURS ONLY:

Arizona (Monday–Friday): 10:00 AM to 2:00 PM MST Temporary Training Schedule
Philippines (Tuesday-Saturday): 1:00 AM to 5:00 AM PHT Temporary Training Schedule

This is only during training - so we can have a trainer available for you. Training will last 1 to 2 weeks - it depends on how quickly you learn. Once you can work independently you will go to the permanent schedule:

Philippines (Saturday-Wednesday): 11 AM to 3 PM PHT Permanent Schedule

IMPORTANT TIP: We need to know that you will be ready to work on time, signing in for the whole shift without variances. Our shifts are not flexible as we need coverage for our customers during your scheduled hours.

If after working for sometime with us, you have a very occasional shift variance need such as an emergency or illness we will accommodate. Send us as much notice as possible.

Training & Fit
The first two training days will cover typical job duties and expectations.

Please assess early if this role aligns with your skills and interests—we’d prefer open communication to avoid unnecessary training investment if it's not a mutual fit.

Why Join Us:
Work from home! All you need is a consistent internet connection and a distraction free environment during your shift.
Save time - no driving = less stress.
Work in a positive environment.
Structured, consistent schedule = reliability for you and clients.
Clear expectations and hands-on training to ensure your success.
A supportive environment where your role directly contributes to client satisfaction and team efficiency.

Responsiveness During Shift
During your shift, our messages and any other tea ---------- mbers messages must be responded to within 5 minutes or less. We expect that you are working & available during your entire shift.

Real-time communication is essential.

Training Environment
For any live training sessions or calls, we ask that you plan for a quiet workspace with minimal distractions.

Long-Term Shift Commitment
Review the permanent shift hours, and evaluate if it will work for you long term. We would like to keep our VA long term if possible. We do need coverage during these specific hours, so if this shift isn’t sustainable for you, please don’t apply — better to figure that out now than later.

Thank you for taking the time to read the entire job description. We want to set you up for success and also make sure we’re aligned with what the role requires.

During the interview process, feel free to ask us any questions on the above.