Overview:
The Team Lead is responsible for overseeing the day-to-day performance, engagement, and development of Virtual Assistants (VAs) assigned across multiple client accounts, maintaining a 1:1 ratio of 10 clients to 10 VAs. This role ensures operational excellence by monitoring attendance, productivity, and client satisfaction while providing coaching, training, and performance support to team members.
The Team Lead serves as the primary escalation point for VA performance concerns and client-related issues, helping maintain strong client relationships and high service standards. The role also focuses on fostering a positive and accountable team culture that supports continuous learning, growth, and professional development.
Key responsibilities include conducting regular performance check-ins, facilitating targeted training sessions, leading quarterly feedback initiatives, and maintaining internal knowledge resources such as SOPs, best practices, and training materials. The Team Lead may also perform additional ad-hoc or related tasks as assigned to support business operations and team success.
What You’ll Do:
- Ratio: 10 clients = 10 VAs
- Manage day-to-day performance of a group of VAs (across specific client accounts).
- Monitor attendance, timeliness, and client satisfaction using Clockify/Apploye and client feedback.
- Conduct weekly check-ins with VAs to provide feedback, coaching, and support.
- Facilitate training sessions to address recurring errors and skill gaps.
- Serve as first point of escalation for VA performance concerns and client-related issues.
- Foster a positive team culture that balances accountability with growth and development.
- Perform other related or ad-hoc tasks outside regular duties as may be assigned from time to time.
- Lead quarterly VA feedback surveys and integrate findings into performance reviews.
- Build and maintain a knowledge base (best practices, SOPs, training decks).
What We’re Looking For:
- Proven experience as a Team Leader or Ops Supervisor
- Proven expertise in Project Management
- Excellent leadership and time management skills
- Strong knowledge of tools like ClickUp, Slack, Zoom, etc.
- Experience managing remote teams in a fast-paced environment
Work Setup:
- Remote
- Full Time, 40-hours
