Remote VA
The Account Manager will oversee client accounts, ensuring exceptional client satisfaction, seamless operations, and high-performing Virtual Assistants (VAs). This role serves as the primary bridge between clients and internal teams, ensuring deliverables are met, expectations are aligned, and issues are proactively resolved.
This is a high-responsibility role requiring strong leadership, organization, and client relationship skills.
Key Responsibilities
Client Relationship Management
- Serve as the main point of contact for assigned client accounts
- Conduct regular check-ins (weekly/bi-weekly/monthly depending on client tier)
- Ensure client needs, KPIs, and expectations are clearly understood and documented
- Proactively address concerns before they escalate
- Maintain high retention and satisfaction rates
- Identify upsell and expansion opportunities within accounts
Worker Oversight & Performance Management
- Monitor worker productivity, quality of work, and task completion
- Ensure workers understand client expectations and KPIs
- Conduct regular performance reviews and coaching sessions
- Address attendance, quality, or behavioral concerns promptly
- Coordinate with recruitment if replacements or additional hires are needed
- Ensure proper onboarding and training alignment for new VAs
- Track client concerns and ensure resolution
Worker Monitoring & Coordination
- Monitor daily attendance and task completion of VAs
- Ensure workers follow client SOPs and instructions
- Escalate performance or behavioral issues to the Account Manager
- Assist in onboarding new workers by ensuring they receive proper documentation and training materials
- Conduct basic quality checks on deliverables
KPIs for Success
- Timely response to client inquiries
- Accurate tracking and documentation
- worker attendance and task completion rates
- Minimal escalations due to preventable issues
- Client satisfaction feedback
Requirements
Qualifications
- 1–2 years experience in customer service, account support, or operations
- Experience working with remote teams is a plus
- Strong written and verbal English communication skills
- Highly organized and detail-oriented
- Able to multitask and manage multiple accounts
- Proficient in Google Workspace and project management tools
Skills Required
- Communication & follow-up discipline
- Organization & documentation
- Basic performance monitoring
- Problem identification & escalation
- Time management
Work Setup
- Remote
- Full-time
- Must be available during client business hours (EST)
Originally posted on Himalayas
To apply for this job please visit himalayas.app.
About this role & career path
Working in South Africa
South Africa, officially the Republic of South Africa (RSA), is the southernmost country in Africa. Its nine provinces are bounded to the south by 2,798 kilometres of coastline that stretches along the South Atlantic and Indian Ocean; to the north by the neighbouring countries of Namibia, Botswana, and Zimbabwe; to the east and northeast by Mozambique and Eswatini; and it encloses Lesotho. Covering an area of 1,221,037 square kilometres, the country has a population of over 63 million people, making it the sixth-most populated country in Africa. Pretoria is the administrative capital, while Ca
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