[Hiring] Team Leader @EfficientAide

Role Description

Please note: This is a fully remote role, but we are only accepting candidates who reside in CA, CO, AZ, TX or FL. Applicants outside of these states will not be considered.

• Oversees client relations and support efforts ensuring client satisfaction and retention, and acts as a resource for all members assigned to Pod.
• Lead, coach, and develop a team of Account Managers and Virtual Assistants to deliver high-quality, consistent client support.
• Provide ongoing feedback, performance management, and professional development for team members.
• Ensures Pod members complete their work assigned according to client scope and satisfaction.
• Serves as the main point of contact for any questions or concerns from Pod members related to their clients and/or EfficientAide.
• Owns the Onboarding of any new client once paired with one of their Pod Members by facilitating the onboarding call, scheduling a 3 week check-in, 3 month check-in, then a recurring 6 month check-in with the client plus being available for ad hoc calls with the client as they arise.
• Monitors client scope closely and suggests scope increases to the Ops Manager as they are identified. Once approved, Team Lead will initiate the conversation with the client and see through to the signed agreement.
• Assists Account Manager in managing client relationships, troubleshoots and finds solutions to issues that may result in client dissatisfaction or retention, leveraging AI and automation tools.
• Identify opportunities to streamline administrative workflows through AI-enabled tools, templates, prompts, and process automation.
• Coach and support team members on appropriate and effective use of AI in daily client support activities.
• Develop and maintain best practices for AI usage, including quality standards, confidentiality, data privacy, and human review expectations.
• Partner with leadership to evaluate emerging AI technologies and recommend practical applications for client service delivery, roll out and train the team on new tech, applications, and SOPs.
• Maintains consistent communication with Pod members using internal communication channels.
• Provide training and additional support to Pod members when needed.
• Attends weekly Team Lead L10 Meeting, and provides timely insight to daily operations and suggestions for improvements.
• Answers Pod member questions may have about client tasks and/or hours. Ensures client satisfaction and mediates issues when/if they arise.
• Ensures service to clients is uninterrupted by coordinating coverages when assigned Pod members are out of office. Provides coverage if needed.
• Responsible for onboarding new EAs within their Pod and training them on the “EA Way” as well as all platforms used for communications and daily operations.
• Maintains the EA Corporate Calendar with time off. Identifies back up EA and facilitates the training with the covering EA / EA assigned to that account.
• Ensures redundancy of all accounts under their client portfolio so EAs are cross-trained and can step in to cover during the event of team member vacation, sick leave, etc.
• Attends weekly Level10 Meeting with the Operations Manager and is responsible for taking on Quarterly Rocks as well as Scorecard performance metrics assigned to them in relation to their Pod.
• Takes on a different area for improvement each quarter to further the development of the EA team (known as Quarterly Rocks).
• Hosts a mandatory bi-weekly Level10 Meeting with their Pod Members.
• Initiate Quarterly Conversations with each Pod Member assigned to them.
• Supports employees in feeling satisfied with their work and helps create individual career development goals to help them achieve career goals. Monitors utilization rates of Pod teams and referral rates from clients and Pod members.
• Maintains updated knowledge on each Pod Member’s bandwidth and availability to suggest new client matchmaking as proposals are sent out to prospective clients.
• Regularly reports team performance metrics, client satisfaction numbers and client portfolio details to management.
• Evaluates efficiency of Pod members, including errors, redundancy and hours saved for clients. Works with Pod members to mediate deficiencies and measure improvements.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent; college degree in business or related areas preferred.
• 4+ years experience in both people management and client relationship management required.
• 3+ years experience in the professional services industry; fractional and remote workforce management experience a plus.
• 2+ years experience in executive administration/executive support.
• Experience working in an EOS environment is a plus.
• Strong ability to organize and prioritize individual and team members’ work; adapts systems and tools to create efficiency and reduce redundancy.
• Possesses business acumen and ensures team members feel supported.
• Expert level in current technologies, including AI tools (Claude), project management (Click Up), desktop sharing, cloud services, internet and computer.
• Strong understanding of how AI can enhance administrative operations, communication, project coordination, and client support.
• Experience creating workflows, prompts, templates, or automations that improve operational efficiency.
• Comfortable learning and adapting to new technologies in a fast-changing environment.
• Proficiency in word-processing software and spreadsheets (e.g. MS Office).
• Commitment to EfficientAide’s service standards and core values, including 24-hour response times.
• Excellent phone, email and instant messaging communication skills with the ability to blend AI efficiency with thoughtful human oversight and personalization.
• Solid time management and organizational skills.
• Ability to communicate with C-suite professionals, business owners and individuals at all levels of an organization.
• Ability to self-manage multiple tasks in a fast-paced environment.

Physical Requirements

• Must be able to sit for long periods of time, use phone, computer technologies, connect to meetings with video. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.