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

Own day-to-day customer care, inbox management, and community concierge duties across our free and paid groups. You’ll proactively learn the brand, anticipate needs, answer member questions, guide users to the right content, and provide light tech support during live webinars. After onboarding, you should run with minimal handholding.

 

 

● Handle login/access issues, billing/basic account questions, and pre-purchase inquiries (“watched webinar—should I buy?”).

● Maintain/update saved replies and FAQs; escalate only when needed.

 

● Moderate the free Facebook group and paid member groups.

● Proactively greet new members, triage questions, and direct to relevant lessons/resources.

● Run light retention outreach (e.g., voice notes to inactive members) and flag churn risks.

 

● Attend Zoom webinars/workshops; manage chat Q&A, links, and basic tech support.

 

● Post announcements, pin updates, organize resources, and ensure content is easy to find.

● Track common issues/feature requests; propose improvements to processes or content.

 

● Maintain macros/response libraries, update SOPs, and provide weekly support metrics. Tools (nice to have; can learn fast)

● New Zenler (courses/memberships) or similar (Kajabi, Teachable, Thinkific)

● Email: Kit (ESP) or comparable

● Community: Facebook Groups

● Comms/Live: Zoom, Google Workspace

 

● Excellent written & spoken English; clear, friendly tone (voice notes comfortable).

● High empathy + service mindset; calm under pressure during live events.

● Strong tech savvy and problem-solving; learns new platforms quickly.

● Proven experience supporting digital memberships/courses.

● Proactive, self-directed, organized; low handholding after onboarding.

 

● Experience in pet/dog training communities.

● Retention and churn-prevention workflows.

● Light reporting/CS ops (e.g., tagging, reason codes, weekly insights).

 

● First-response time & resolution time within targets.

● ≥90% customer satisfaction on support interactions.

● Reduced repetitive tickets via improved macros/FAQ.

● Positive community sentiment; questions routed to correct content quickly.

● Reliable coverage during live sessions with smooth chat/Q&A.