CPT-11558 Client Operations & After-Hours Support Virtual Assistant

Location: Worldwide APPLICATION INSTRUCTIONS: If you’ve already completed the 20four7VA Recruiting Process—including the Final Interview—or have previously been contracted by a 20four7VA Client, please make sure to apply via the 20four7VA Team Portal for faster processing. Log in using your 20four7VA-issued email address to access the portal. If you’ve just logged in to the Team Portal, please proceed to review the Independent Contractor Opportunity outlined below. 💡 Quick Tip: Upload your resume first—this will automatically populate most of the fields in the application form. Let the magic happen! If you're interested in this opportunity, click APPLY TO POSITION to proceed. ******************************************************************** Title: CPT-11558 Client Operations & After-Hours Support Virtual Assistant Independent Contractor – CPT-11558 Client Operations & After-Hours Support Virtual Assistant/Business Support VA/Junior-Senior Level (Remote). Overview 20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia. A growing San Diego-based doula agency providing premium birth and postpartum support is seeking a VA to support after-hours client operations, lead and client administration, internal coordination, and recurring back-office workflows. Most of the shift will involve focused, independent administrative work after the U.S. team has gone offline. The VA will also monitor the company's after-hours lines and occasionally respond to time-sensitive situations such as last-minute care cancellations or labor-related notifications by following established protocols and escalating to the appropriate team member. The ideal candidate is warm, composed, highly organized, technologically adaptable, and capable of working independently with minimal supervision. The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor. Scope of Services Contractors will be required to provide services that align with the following client tasks: After-Hours & Client Support Monitor designated business phone and text lines during the shift Follow established protocols for last-minute cancellations and urgent situations Coordinate replacement coverage when required Recognize labor-related notifications and promptly alert the appropriate team member Confirm scheduled care providers have arrived as expected Document incidents clearly for the daytime team Provide calm, professional communication to clients and team members when needed Communicate directly with both the client families and assigned doulas during time-sensitive situations, using the appropriate communication channel to coordinate updates and next steps. Provide real-time text and written communication when situations require immediate coordination, in addition to monitoring phone calls and text lines. Coordinate with the daytime team during the beginning-of-shift handoff to receive updates and outstanding responsibilities before transitioning to independent work. Sales Pipeline & Client Administration Maintain accurate lead records, follow-up statuses, and sales-pipeline information Send approved first-touch and follow-up messages to new inquiries Assist with email campaigns and segmented communications Set up new clients across company systems after contracts are signed Maintain client records, calendar reminders, forms, and other lifecycle information Track outstanding client items and follow up as needed Assist with payment-status tracking and recurring operational reports Maintain detailed written notes in the appropriate client records regarding family interactions, communications, and account updates to ensure information is properly documented and accessible to the team. Document relevant changes and updates consistently across the company's systems, ensuring client records remain accurate and up to date. Hiring & Operational Administration Maintain applicant records and candidate statuses Schedule interviews and screening calls Send documented candidate communications and collect required information Assist with new-hire system access, calendars, and onboarding materials Support data cleanup, process documentation, research, and other operational projects Use established systems and AI workflows to improve day-to-day efficiency Work independently through assigned deliverables after the initial handoff from the daytime team, following established procedures and training materials with limited supervision. Review available documentation and training resources and conduct appropriate research when clarification is needed, while following established protocols and escalating situations when necessary. Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing. Skills The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements: Customer service, client operations, account support, or administrative experience required Strong spoken and written English required Experience with lead follow-up, CRM management, or client lifecycle administration preferred Strong technical aptitude and ability to learn unfamiliar software strongly preferred Basic AI literacy required; Claude experience strongly preferred Medical or healthcare experience is not required; Family services experience a plus Ability to work independently during designated after-hours coverage required IDEAL CANDIDATE PROFILE Exceptional customer-service mindset (required) Calm and composed when unexpected situations arise Excellent spoken and written English Warm, professional, and empathetic communicator (required) Highly organized and detail-oriented Comfortable working independently for much of the shift Fast, self-directed learner who adapts easily to new systems Strong judgment and ability to follow written protocols AI-open and interested in using technology to improve workflows Discreet with sensitive client and family information; Signed confidentiality agreement required APPLICATION SOFTWARE KNOWLEDGEABLE / REQUIRED Working Knowledge Preferred: Google Workspace Slack Notion Canva Claude / AI Tools Client Training Provided: Doula Connect Dubsado Quo Clockify Calendly Kajabi Eventbrite Typeform Indeed Zapier Zoom / Loom Candidates are not expected to know the entire technology stack before starting ; the ability to learn unfamiliar systems quickly is more important. TRAINING & HOURS RAMP Week 1 training: Nov 9, 10, 11, and 12 from 3pm to 5pm pacific Week 2 training: Nov 16, 17, 18, and 19 from 3pm to 7pm pacific Week 3 training: Nov 23, 24, 25, and 26 from 3pm to 7pm pacific Week 4 training: Nov 30, 1, 2, and 3 from 4pm to 9pm pacific After initial training: Approximately 25 hours/week Additional hours may become available as the company grows and the VA demonstrates strong performance Work Schedule Contracted Hours per Week: 25 Hours Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing) Daily Working Time:  Regular schedule: Sunday-Thursday 4 PM-9 PM PST Week 1 training: Nov 9, 10, 11, and 12 from 3pm to 5pm pacific Week 2 training: Nov 16, 17, 18, and 19 from 3pm to 7pm pacific Week 3 training: Nov 23, 24, 25, and 26 from 3pm to 7pm pacific Week 4 training: Nov 30, 1, 2, and 3 from 4pm to 9pm pacific Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW. Terms of Engagement Contractors will operate under a Master Services Agreement and a Statement of Work This is not an offer of employment; contractors are not employees of 20four7VA or any client All compensation is processed through 20four7VA according to the terms of the engagement Role Summary & Requirements REQUIRED SERVICE: Business Support REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level Contracted Hours per Week: 25 hours/week Daily Working Time:  Regular schedule: Sunday-Thursday 4 PM-9 PM PST Week 1 training: Nov 9, 10, 11, and 12 from 3pm to 5pm pacific Week 2 training: Nov 16, 17, 18, and 19 from 3pm to 7pm pacific Week 3 training: Nov 23, 24, 25, and 26 from 3pm to 7pm pacific Week 4 training: Nov 30, 1, 2, and 3 from 4pm to 9pm pacific Scheduled Working Days: Monday-Friday REPORTING TO/POC: To Be Determined Number of VAs: 1 GENDER PREFERENCE: Female LANGUAGES SPOKEN/PREFERENCE: English ACCENT PREFERENCE:  Level A-B (Native or Near-Native English Accent Required) REGION PREFERENCES: Philippines What we offer Competitive rates Weekly payments Various open roles are available Free training and upskilling Constant support and guidance A vibrant community always ready to support you And more!