Customer Support Virtual Assistant

Full-Time Customer Support Virtual Assistant

Alexen Academy, an online education platform, is hiring a full-time Customer Support Virtual Assistant to help leads, customers, and active members move through our customer journey with clarity and support.

This role includes webinar chat support, payment follow-up, member support, email/SMS replies, Facebook group support, Victory Call preparation, ClickUp task organization, SOP documentation, and helping members find the right lessons, resources, contracts, and tools inside our programs.

You will work closely with the Supervisors and Content Coordinator. Supervisors will lead Victory Calls and member support direction. Johanna will focus on content coordination, video repurposing, and content ideas. Your role is to support the customer journey and make sure members are not lost, confused, or waiting too long for answers.

Responsibilities

* Answer member questions by SMS, email, GoHighLevel, and Facebook.
* Support webinar chat during live trainings.
* Help people complete payments over the phone when needed.
* Help members find the right course lesson, replay, resource, or AI Waste Tool training.
* Collect common questions and organize them for FAQs, templates, SOPs, and call agendas.
* Prepare questions and agenda items for Victory Calls and monthly group calls.
* Update ClickUp tasks with clear descriptions, checklists, links, and SOPs.
* Document repeated processes so the business is not dependent on memory.
* Help organize student messages, screenshots, wins, and support examples.
* Assist with contact updates, tags, access issues, and support-related workflows.
* Cancellation requests are followed up with by phone, the reason is documented, and members are given a clear next step before they leave.
* Escalate questions that need management

Requirements

* Strong written English.
* Customer support experience.
* Organized and detail-oriented.
* Comfortable using tools like Gmail, GoHighLevel, Facebook, ClickUp, Google Drive, Google Sheets, Thinkific, Zoom, ClickFunnels and AI Tools..
* Able to follow SOPs and improve them.
* Able to work 40 hours per week.
* Comfortable learning about trucking, waste contracts, AI tools, and online course support.
* Reliable, proactive, and good at follow-up.
* Steady, patient, and clear when helping customers.
* Proactive enough to notice repeated questions and turn them into FAQs, templates, or SOP ideas.
* Calm when members are confused, frustrated, or need extra help.
* Must complete DISC Test and results available on profile

Success Looks Like

* Members get answers quickly.
* Repeated questions become templates, FAQs, or SOPs.
* Supervisor has organized questions before calls.
* Supervisor is not the bottleneck for basic support.
* ClickUp and GoHighLevel stays clean and updated.
* Members know where to go, what to watch, and what step to take next.

Target start date: June 19, 2026