[Hiring] Virtual Assistant / Operations & Client Support Coordinator @D2B

Role Description

We are seeking a highly organized, proactive, and empathetic Virtual Assistant / Operations & Client Support Coordinator to serve as the operational backbone for the company team. Working during New Zealand Business Hours (observing New Zealand Public Holidays), you will drive behind-the-scenes efficiency across client communications, quoting support, job coordination, CRM management, and executive administration.

Because our clients are often navigating sensitive, stressful, or emotional life events, your primary focus will be delivering prompt, professional, and deeply caring communication. You will ensure no client lead or job detail falls through the cracks, keeping Monday.com accurate, schedules organized, and the local franchisee supported.

Responsibilities

• Client Communication & Inbox Management (Primary Focus)
  • Monitor and manage incoming client email channels throughout the NZ working day, ensuring rapid, professional response times.
  • Maintain a warm, empathetic, and reassuring communication tone aligned with the company brand.
  • Handle inbound phone inquiries, providing confident, clear, and compassionate support in English.
  • Proactively follow up with clients regarding quotes, upcoming jobs, missing information, and next steps.
  • Prioritize urgent matters and escalate operational bottlenecks to the franchise owner as needed.
• Job Coordination & Operational Support
  • Coordinate upcoming relocation, downsizing, and estate-clearing jobs between clients and field teams.
  • Schedule and reschedule jobs, ensuring all logistics, special requirements, and documentation are accurately captured.
  • Maintain task lists and follow-up registers to ensure jobs progress smoothly from initial contact to completion.
  • Provide comprehensive administrative oversight before and after each service delivery.
• Quoting & Client Follow-Up
  • Assist in preparing, issuing, and following up on accurate, professionally presented client quotes.
  • Track quote statuses in the CRM from initial contact through to confirmed job execution.
  • Gather necessary job details to ensure accurate pricing and resource allocation.
• Monday.com CRM Management
  • Serve as the administrator and custodian of Monday.com, treating it as the central source of truth for all operational and client data.
  • Input new inquiries, update stage statuses, log communication notes, and set up automated follow-ups.
  • Continuously refine and optimize Monday.com boards, workflows, automations, and tracking systems.
• Connecteam & Staff Scheduling
  • Assist with staff scheduling, job assignment, and workforce coordination using Connecteam.
  • Support employee time-tracking administration and maintain visibility over team availability and field operations.
  • Communicate schedule updates to the local operational team seamlessly.
• Executive & Administrative Support
  • Provide calendar, task, and document management support directly to the Christchurch franchisee.
  • Prepare spreadsheets, reports, digital files, and supplier correspondence as required.
  • Proactively identify and execute administrative tasks to free up the franchisee’s operational capacity.

Qualifications

• Proven track record as a Virtual Assistant, Executive Assistant, Operations Coordinator, or Senior Administrator supporting a service-based business.
• Exceptional written and spoken English, paired with a professional, empathetic phone manner.
• Hands-on experience with Microsoft 365 / Google Workspace, cloud-based document management, and spreadsheets.
• Demonstrated experience coordinating schedules, service logistics, appointments, and client inquiries.
• Strong familiarity with CRM platforms and digital task-tracking systems with high data-entry precision.

Preferred

• Prior direct experience using Monday.com in an operational setup and Connecteam for workforce scheduling.
• Previous experience supporting a New Zealand or Australian business (understanding local culture and business operations).
• Background in removals, logistics, home services, real estate, property management, or aged care.
• Direct experience supporting business owners or franchise owners in a fast-paced environment.

What You’ll Bring

• Empathy & Customer Focus: An innate ability to listen, reassure, and communicate gently with clients during high-stress life events.
• Proactive Ownership: High agency—you do not wait to be micromanaged; you anticipate operational needs and spot open loops before they cause issues.
• Rigorous Attention to Detail: Exceptional organizational skills that keep CRM records, calendars, and quote details immaculate.
• Adaptability: The composure required to handle multiple shifting priorities and schedule changes smoothly.