About the job
Team Oversight
• Manage and mentor a team of two part-time Virtual Assistants providing live session support.
• Establish work schedules, communicate objectives clearly, and evaluate task performance.
• Act as the primary contact for resolving scheduling conflicts, technical challenges, or coverage gaps.
• Provide additional live session support as needed during high-demand periods.
Live Research Support (As Needed)
• Join online sessions ahead of time to ensure all technical aspects are ready for participants and moderators.
• Troubleshoot common technical issues, including internet connectivity, video, audio, and screen sharing problems.
• Initiate recordings and monitor session launches to guarantee technical success.
• Respond promptly to team communications or technical interruptions during sessions.
UX Tool Troubleshooting & Summarization
• Investigate and document any issues within the UX tool used for live sessions.
• Escalate unresolved or recurring issues to the Product or Engineering teams.
• Compile and communicate findings in clear, written reports for internal team review and action.
Administrative & Operational Support
• Assist the Customer Solutions Manager and Associate Director with various administrative tasks.
• Help with internal documentation, scheduling, meeting notes, and follow-up actions.
• Take responsibility for routine tasks to enable leadership to focus on higher-level priorities.
• Aid in maintaining knowledge base materials and organizing process improvements.
Requirements
• Proficient in both spoken and written English, as you will interact with internal teams and occasionally clients.
• Prior experience in managing or supervising others, particularly in a remote or part-time capacity.
• Comfortable using tools such as Zoom, Microsoft Teams, Google Meet, and screen sharing platforms.
• Ability to communicate calmly and clearly under pressure or in fast-paced environments.
• Highly organized and self-motivated, capable of managing multiple responsibilities simultaneously.
• Eager to learn and adapt to new internal tools and platforms (UX tool, Zendesk, Jira, Confluence).
• Must be available to work during Eastern Time (ET) hours, with a flexibility of up to 2 hours.
Benefits
At Hireframe, we provide flexible nearshore and offshore staffing solutions as a remote-first organization with a diverse team across the United States, Mexico, and the Philippines. Our comprehensive benefits package includes:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaching for skill enhancement
- Opportunities for professional advancement
Join us at Hireframe, where we prioritize a supportive environment that encourages professional growth and success for all team members.