Customer Experience & Insights Coordinator (VA)

This is not your average Virtual Assistant role. At Photography Business Institute, we’re on a mission to help creative entrepreneurs transform their passion for portrait photography into powerful, life-changing businesses that allow them to be present for their families. As our Customer Experience & Insights Coordinator, you are the heartbeat of that mission, ensuring our students feel seen, supported, and celebrated while the systems behind the scenes hum with precision.
You’ll blend white-glove service with behind-the-scenes data and admin support for our team of fast-movers. You’ll manage the customer experience from onboarding to engagement, while maintaining crystal-clear records, producing insightful reports and ensuring our CRM, dashboards and workflows are always dialed in.
This is a dynamic position for someone who thrives in fast-paced environments, has a sharp eye for details, a calm and confident communication style, and a brain that loves spreadsheets as much as people.

Pre-Application Requirements — Please Read Before Applying
To be considered for this role, all applicants must meet the following foundational criteria. Please ensure you can confidently answer yes to each of the questions below:
Are you available to work occasional weekend hours during 6 key live events throughout the year?

Do you have access to your own personal computer (not shared)?

Do you have a reliable and high-speed internet connection?

Is your work environment quiet, distraction-free and fully remote-ready?

Can you consistently work U.S.-based hours (Eastern or Central Time Zone) Monday through Friday?

Do you have mastery-level proficiency in both written and spoken English?

Only candidates who meet all of these requirements will be considered for the next stage in the application process.

Responsibilities
Customer Experience & Support
Respond to student inquiries across channels at a minimum 3x daily with empathy, clarity, and professionalism


Provide live customer support during weekly trainings, webinars, and our signature virtual events


Monitor and manage ---------- access and private Facebook group memberships based on status


Proactively send personalized email and SMS communications to improve engagement and course completion


Diffuse emotionally charged conversations with warmth and mastery


Reporting & Data Management
Maintain CRM hygiene through daily tag application, data auditing, and student status tracking


Set up, audit, and optimize tracking dashboards in Google Sheets for progress, contracts, payments, renewals

Monitor payment failures and support collections or plan adjustments with thoughtful communication

Track ticket sales and marketing activity performance for quarterly events

Pull and report on student renewals, send invoices, and flag retention opportunities

Cross-Functional Coordination
Support podcast publishing and basic video editing (GarageBand and simple video editing tools)

Proofread marketing materials, event content and system flows with obsessive attention to detail

Coordinate with other departments to fulfill merch orders, update mailing lists and manage giveaways

Maintain trademark and documentation records, ensuring timely renewals and filings

Jump into live events, challenges, and launches with urgency and grace. No task too big or small

Results Expected
Customer Satisfaction: Inbox response time under 3 hours, with warm, clear communication and resolution tracking

Data Accuracy: 98%+ tag accuracy in CRM, error-free dashboards, and weekly data audits completed

Engagement Rates: SMS/email sequences sent on time with click-throughs and engagement tracked

Fulfillment Excellence: Event and merch logistics handled with zero student complaints and timely delivery

Content Accuracy: Podcasts published on schedule and marketing materials go live without error

System Reliability: All reports, tags, and dashboards are always up-to-date and error-free

Live Event Excellence: Challenges, workshops and virtual events executed smoothly with full customer support coverage

Requirements
Must-Have Skills & Traits
3+ years experience in a VA, ops, or customer-facing coordination role

Deep comfort with Google Sheets, data tracking and dashboard creation

CRM fluency (Keap, Go High Level, or equivalent)—you know how to apply tags, pull data, and maintain integrity

Calm under pressure, highly adaptable, and proactive when issues arise

Naturally organized, systems-oriented and energized by operational precision

Ability to troubleshoot customer issues independently and solve problems without being prompted

Comfortable proofreading, updating workflows and editing light audio/video

Tools You'll Use (Experience Preferred, Training Provided)
Keap, Go High Level, Asana, Slack, Thinkific, Airtable, YouTube Studio, GarageBand, Zoom, Tailwind, WordPress, Metricool, Zapier, Twilio, Vimeo, Wistia, PlusThis, MS Clarity, Google Workspace


If you thrive at the intersection of people, precision, and performance — this isn’t just another job. It’s your next mission!
To apply, complete the following assessments and attach them to your response.
Tony Robbins DISC: ----------
Synergist: ----------
Please record a 2–3 minute video answering the question below. Submit video via Onlinejobs.ph platform.
Question:
Tell us about a time you were asked to support someone, but the instructions were incomplete or changed mid-task.
What did you do to clarify priorities, how did you d ---------- what to handle independently versus ask about and what was the result?

We can’t wait to meet you!