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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service and client operations skills, with a focus on effective communication and organization. Proficient in managing client records and utilizing various software tools to enhance operational efficiency.
Highest-signal resume keywords
Customer Service ExperienceCRM ManagementAI LiteracyLead Follow-UpStrong Written Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Lead Follow-UpCRM ManagementClient Lifecycle AdministrationData CleanupProcess Documentation
Soft Skills
Calm Under PressureEmpathetic CommunicationHighly OrganizedDetail-OrientedFast Learner
Tools & Technologies
Google WorkspaceSlackNotionCanvaClaude / AI ToolsDoula ConnectDubsadoQuoClockifyCalendly
Certifications & Qualifications
Signed Confidentiality Agreement
Industry Keywords
Family Services ExperienceClient OperationsAdministrative ExperienceOperational ReportsTask-Specific Remote Services
About the role
Key responsibilities & impact- Monitor designated business phone and text lines during the shift
- Follow established protocols for last-minute cancellations and urgent situations
- Coordinate replacement coverage when required
- Recognize labor-related notifications and promptly alert the appropriate team member
- Confirm scheduled care providers have arrived as expected
- Document incidents clearly for the daytime team
- Provide calm, professional communication to clients and team members
- Maintain accurate lead records, follow-up statuses, and sales-pipeline information
- Send approved first-touch and follow-up messages to new inquiries
- Assist with email campaigns and segmented communications
- Set up new clients across company systems after contracts are signed
- Maintain client records, calendar reminders, forms, and lifecycle information
- Track outstanding client items and follow up as needed
- Assist with payment-status tracking and recurring operational reports
- Maintain applicant records and candidate statuses
- Schedule interviews and screening calls
- Send documented candidate communications and collect required information
- Assist with new-hire system access, calendars, and onboarding materials
- Support data cleanup, process documentation, research, and operational projects
- Use established systems and AI workflows to improve day-to-day efficiency
- Deliver task-specific remote services to support client efficiency, service delivery, and operational functions
Requirements
What you’ll need- Customer service, client operations, account support, or administrative experience required
- Strong spoken and written English required
- Experience with lead follow-up, CRM management, or client lifecycle administration preferred
- Strong technical aptitude and ability to learn unfamiliar software strongly preferred
- Basic AI literacy required; Claude experience strongly preferred
- Family services experience a plus
- Ability to work independently during designated after-hours coverage required
- Exceptional customer-service mindset required
- Calm and composed when unexpected situations arise
- Warm, professional, and empathetic communicator required
- Highly organized and detail-oriented
- Comfortable working independently for much of the shift
- Fast, self-directed learner who adapts easily to new systems
- Strong judgment and ability to follow written protocols
- AI-open and interested in using technology to improve workflows
- Discreet with sensitive client and family information
- Signed confidentiality agreement required
- Working knowledge preferred: Google Workspace, Slack, Notion, Canva, Claude / AI Tools
- Client systems to learn: Doula Connect, Dubsado, Quo, Clockify, Calendly, Kajabi, Eventbrite, Typeform, Indeed, Zapier, Zoom / Loom
- Native or near-native English accent required
- Availability for approximately 25 contracted hours per week, Monday through Friday, generally 4:30 PM–9:30 PM PST
Benefits
Comp & perks- Competitive rates
- Weekly payments
- Various open roles are available
- Free training and upskilling
- Constant support and guidance
- A vibrant community always ready to support you
- Additional hours may become available as the company grows and the VA demonstrates strong performance