Customer Success Virtual Assistant
You’ll be on the front lines of member engagement, acting as a critical bridge between our team and community. Your responsibilities will range from onboarding support and follow-ups to lab coordination, admin tasks, and collecting user insights—making sure nothing slips through the cracks and every user feels supported and empowered.
Responsibilities
User Onboarding & Ongoing Support
- Help new users sign up, complete their health profiles, book lab tests, and understand next steps.
- Send timely, personalized reminders to users who haven’t completed key actions (*, uploading lab results, starting their plan).
- Host onboarding calls (Zoom or Google Meet) when needed to explain the process, lab prep, and what users can expect in their personalized health plan.
- Respond to inquiries via WhatsApp or email with clarity, professionalism, and empathy.
- Escalate only when necessary and keep internal communication focused and efficient.
Lab Coordination
- Confirm the test booking.
- Confirm that test results are delivered on time and uploaded correctly into user records.
- Act as a liaison between users and lab partners to ensure clarity and coordination.
Customer Feedback & Testimonials
- Send post-plan surveys to gather feedback and track user satisfaction.
- Follow up to collect testimonials, Net Promoter Scores (NPS), or referrals.
- Identify patterns in feedback and report key themes to product, content, or clinical teams
Admin & Knowledge Tasks
- Keep the CRM and internal dashboards up to date with user progress and notes.
- Help build and maintain a dynamic FAQ or Help Center based on real user questions and needs.
Requirements
- Warm, empathetic, and professional communication skills—written and verbal.
- Organized, detail-oriented, and self-motivated with the ability to handle multiple users and priorities.
- Comfortable using: Meta Business Suite, WhatsApp Business, Google Workspace, Zoom, Calendly, CRMs, and other digital tools.
Bonus if You…
- Have experience with medical practices, wellness brands, or telehealth services
- Are familiar with lab testing workflows or preventive health basics (we’ll train you either way).
- Have previously supported a doctor, founder, or customer-facing team.