🌟 We’re Hiring: Customer Support Virtual Assistant

IMPORTANT - Watch this quick Loom video on how to get hired: https://www.loom.com/share/345f776084e642ba99c24aabe40a67a0

• C1 ENGLISH LEVEL IS REQUIRED, THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR WHOLE SHIFT.
• PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISH

Job Title: Customer Support Virtual Assistant

• Job ID: AIMKYL1
• Industry: Digital Education
• Location: Philippines (PH)
• Job Status: Part Time
• Work Schedule: Monday to Saturday CST (20 hours per week, split shifts covering AM & PM)
• Compensation: $5 – $6 USD per hour
• Target Start Date: February

💛 About the Client

The client is a fast-growing digital education company that teaches moms and grandmothers how to hand-stitch beautiful, heirloom-quality birthday crowns for their children and grandchildren.

The business has expanded rapidly and is deeply committed to maintaining a high-touch, compassionate customer experience. Their community is built around creativity, tradition, and care, and they are looking for a team member who shares those values while helping them scale.

🧵 About the Role

We are seeking a kind, patient, and detail-oriented Customer Support Virtual Assistant who genuinely enjoys helping people.

You will serve as the primary point of contact for customers—many of whom are grandmothers with low technical literacy. Your mission is to ensure every customer can successfully access the course they purchased and feel supported, understood, and confident throughout the process.

This role is ideal for someone with a strong service mindset who takes pride in solving small technical issues that make a big emotional difference.

📌 Key Responsibilities

Customer Support & Access Management

• Monitor and resolve login and access issues using SamCart

• Correct email typos, update account details, and resend receipts as needed

• Ensure customers can easily access their purchased courses

Ticket & Communication Management

• Respond to support tickets daily via email or platform

• Communicate with extreme kindness, patience, and clarity

• Reassure and guide customers step by step through technical issues

Documentation & Reporting

• Maintain accurate records of resolved tickets and recurring issues

• Identify common pain points and share insights with the founders

• Provide brief daily or end-of-day updates to ensure smooth operations

Process Improvement

• Proactively flag recurring technical errors

• Suggest improvements to workflows and customer experience

🧠 Qualifications & Skills

• Exceptional empathy and a true heart for service

• Excellent written English with a warm, professional tone

• Tech-savvy and comfortable navigating digital platforms

• Experience with SamCart or similar e-commerce/checkout tools is a major plus

• Highly detail-oriented with the ability to spot small errors that cause big issues

• Growth mindset and interest in growing with a fast-moving, founder-led brand

Nice to Have

• Basic experience using Canva