[Hiring] Account Manager @Remote VA

Role Description

The Account Manager will oversee client accounts, ensuring exceptional client satisfaction, seamless operations, and high-performing Virtual Assistants (VAs). This role serves as the primary bridge between clients and internal teams, ensuring deliverables are met, expectations are aligned, and issues are proactively resolved. This is a high-responsibility role requiring strong leadership, organization, and client relationship skills.

• Client Relationship Management
  • Serve as the main point of contact for assigned client accounts
  • Conduct regular check-ins (weekly/bi-weekly/monthly depending on client tier)
  • Ensure client needs, KPIs, and expectations are clearly understood and documented
  • Proactively address concerns before they escalate
  • Maintain high retention and satisfaction rates
  • Identify upsell and expansion opportunities within accounts
• Worker Oversight & Performance Management
  • Monitor worker productivity, quality of work, and task completion
  • Ensure workers understand client expectations and KPIs
  • Conduct regular performance reviews and coaching sessions
  • Address attendance, quality, or behavioral concerns promptly
  • Coordinate with recruitment if replacements or additional hires are needed
  • Ensure proper onboarding and training alignment for new VAs
  • Track client concerns and ensure resolution
• Worker Monitoring & Coordination
  • Monitor daily attendance and task completion of VAs
  • Ensure workers follow client SOPs and instructions
  • Escalate performance or behavioral issues to the Account Manager
  • Assist in onboarding new workers by ensuring they receive proper documentation and training materials
  • Conduct basic quality checks on deliverables

KPIs for Success

• Timely response to client inquiries
• Accurate tracking and documentation
• Worker attendance and task completion rates
• Minimal escalations due to preventable issues
• Client satisfaction feedback

Qualifications

• 1–2 years experience in customer service, account support, or operations
• Experience working with remote teams is a plus
• Strong written and verbal English communication skills
• Highly organized and detail-oriented
• Able to multitask and manage multiple accounts
• Proficient in Google Workspace and project management tools

Requirements

• Communication & follow-up discipline
• Organization & documentation
• Basic performance monitoring
• Problem identification & escalation
• Time management

Work Setup

• Remote
• Full-time
• Must be available during client business hours (EST)