Virtual Assistant – Customer Support & Community Concierge (Online Dog Training)

Role Overview

We seek a Virtual Assistant to provide customer support and community management for an online dog training program. You'll be responsible for day-to-day customer care, managing inboxes, and moderating online communities, ensuring members have a positive and engaging experience. This role requires someone proactive, tech-savvy, and able to work independently with minimal supervision after onboarding.

What You'll Do

• Handle customer inquiries related to login issues, billing, and pre-purchase questions.
• Moderate online communities, greet new members, and direct them to relevant resources.
• Provide technical support during live webinars, managing chat Q&A and links.
• Maintain and update saved replies and FAQs to improve response times.
• Post announcements, organize resources, and ensure content is easily accessible to members.
• Track common issues and feature requests, suggesting improvements to processes or content.
• Conduct retention outreach to inactive members and identify potential churn risks.

Requirements

• Excellent written and spoken English with a clear, friendly tone.
• High level of empathy and a strong service mindset.
• Proven experience supporting digital memberships or courses.
• Strong technical skills and the ability to quickly learn new platforms.
• Must be proactive, self-directed, and organized.

Tools & Platforms

• New Zenler (or similar platforms like Kajabi, Teachable, Thinkific)
• Kit (ESP) or comparable email service providers
• Facebook Groups
• Zoom
• Google Workspace

Why Filipino VAs Are a Great Fit

Filipino VAs excel in roles requiring strong communication skills, customer service, and community engagement. With excellent English fluency, a natural aptitude for customer care, and experience working across various time zones, Filipino VAs can provide reliable support and foster positive online community experiences.