Senior Executive Assistant - WFH

Daily morning (CET) call with client to:
○ give update/receive tasks also
○ set priorities for the day/week/month
○ to ask questions and
○ give and receive feedback.
This call is “chaired” by the EA and careful preparation is required
Hands-on approach:
Prepare a detailed call agenda and talking points

Maintain a running log of tasks, deadlines, and client preferences

Follow up promptly after each call with summaries and action plans
Respond promptly and professionally to customer inquiries via live video chat, email, phone, and social media DMs
Maintain a high level of empathy, accuracy, and customer satisfaction in every interaction
Use CRM systems to track tickets, customer history, and resolutions
Make and receive calls using cloud phone systems, particularly OpenPhone
Assist customers with basic troubleshooting for our mobile apps (iOS and Android)
Escalate technical issues to relevant departments as needed
Monitor and manage support queues to ensure timely follow-ups (What does this mean and how is it done?)
Create or update support documentation as necessary
Ensure SLAs (Service Level Agreements) and KPIs are met
Collaborate with other team members for seamless customer support coverage
Provide feedback on tools, workflows, or customer pain points for continuous improvement

Requirements:
Excellent communication skills – oral and written in English and Spanish (non-negotiable)
Proven experience in executive assistance (navigating personal and professional issues)
Iron-clad Discretion
Experience using cloud phone systems, especially OpenPhone
Ability to troubleshoot basic app issues on both Android and iOS and Apple Mac
Strong multitasking and organizational skills
Self-starter who can work independently and take initiative (non-negotiable)
Is not afraid to ask questions. Knows who/when to ask.
Reliable internet connection and a quiet workspace

Work Schedule:
VA #1: 10 AM – 2 PM (-4 hour shift) FOR STARTERS
Note: No work required on official European holidays