Team Leader

About the role:We are looking for a passionate and driven Team Leader to join our growing team! In this role, you will play a crucial role in ensuring the success and satisfaction of both our clients and our virtual assistants (VAs). You will be responsible for building strong relationships, fostering communication, and proactively identifying and resolving any challenges that may arise.Responsibilities:Client Management:Onboard new clients, understand their unique needs and goals, and match them with the most qualified VAsManage client expectations and ensure clear communication throughout the engagementProactively address client concerns and complaints, working towards solutions that satisfy all partiesMonitor client satisfaction and regularly solicit feedback to identify areas for improvementDevelop and maintain strong relationships with clients, acting as a trusted advisor and advocateVirtual Assistant Management:Support and coach VAs, ensuring they have the necessary resources and training to succeedMonitor VA performance, providing ongoing feedback and development opportunitiesFacilitate communication between clients and VAs, ensuring clear expectations and task delegationAddress any concerns raised by VAs, acting as a liaison between them and the clientFoster a positive and collaborative work environment for both clients and VAsOperational Excellence:Develop and implement processes that optimize client and VA workflowsAnalyze team performance metrics and identify areas for improvementStay up-to-date on industry best practices and new technologies related to virtual assistant servicesContribute to the continuous improvement of the client success departmentQualifications:Bachelor's degree in business, communication, or a related field (preferred)Minimum 2-3 years of experience in customer success, account management, or a similar roleProven experience building and maintaining strong relationships with clients and stakeholdersExcellent communication, interpersonal, and organizational skillsAbility to manage multiple priorities and work independentlyStrong problem-solving and conflict resolution skillsProficiency in Microsoft Office Suite and project management toolsExperience with virtual assistant services and remote teams (a plus)Powered by JazzHRKC7VbkydiS