Virtual Assistant / Customer Success Superstar

Job description
- Upgrade to see actual info is a new type of productivity tool for freelancers and entrepreneurs that auto-schedules your tasks into your calendar.
- We're hiring a dedicated Virtual Assistant to handle General VA, Customer Success, and Social Media duties.
- You must be smart, organized and trustworthy.
- I need to be able to trust that you will be productive and focused on serving the needs of customers and improving our customer success processes without being told what to do at all times. Though I am certainly always open to have a productive discussion if something is unclear or to generate ideas.
- While your primary focus will be on customer success and social media there may be other assistance tasks that you may take on at the CEO's direction. Be prepared to be flexible.

PLEASE NOTE: this is not an entry-level position. You *must* have at least 1 year of experience in supporting customers in customer service for SaaS.

Time Zone Requirements: You must be able to work with overlap during Eastern & Pacific Time Zone hours.

This is a full-time, remote role. We coordinate using Zoom, Slack, Google Suite, email and other online tools to stay connected. We manage customer communications using Intercom so please state if you have previous experience using Intercom or another tool for managing customer inquiries.

Tasks and Responsibilities
- Respond to all correspondence from customers, even if you don't know the answer. Respond within 1 business day to all inquiries and indicate if follow ups are necessary.
- Handle routine billing plan changes, refund requests and extensions using the Stripe interface.
- Surface Ongoing Issues: Flag any issues requiring further detail in the daily standup.
- Handle Bug Reports: Gather descriptions of issues and reproduce with clearly written details that the development team can follow.
- Create and maintain support help resources: Create and update help articles and tutorial videos.
- 1-on-1 Onboarding Calls with Customers to help them get up to speed
- Quality Assurance: Provide feedback to the development team test new features and releases to ensure that everything works as expected.
- Create and promote social media resources. Maintain content on Twitter account.

Knowledge & Skills
- Excellent written and spoken English skills. This conveys trust to our customers.
- Able to handle multiple incoming requests and prioritize which to tackle first effectively without letting anything fall through the cracks.
- High-level experience with Google Apps (Docs, Sheets)
- Ability to quickly learn new software applications and become an expert in helping others.
- Able to determine areas that need automation to make the organization more effective.
- Able to support customers remotely using e-mail, video (like Loom), screenshots, etc. to help them achieve their goals.

Application Questions
- You MUST answer the following questions or your application will be immediately rejected. Take time to carefully respond because careless answers will also result in immediate rejection of the application.

- How long have you been a Virtual Assistant?
- Tell me about your experience with doing Customer Service and Technical support in a SaaS environment.
- Are you available to work during the Pacific Timezone Work Day ?
- Are you available to work full-time? Are you also open to part-time work?
- Are you Fluent in English?

Please attach your CV to your application as well

BONUS
- If you want your application to go to the TOP of the list, then send me your questions as a video recording so that I can immediately gauge your demeanor and English skills.

Thank you for your interest. You'll be notified if you are selected to be interviewed for the position.