Admin Team Lead / Virtual Operations Lead

About Us:
Daily Frequency Rentals is a growing car rental company based in Cleveland, Ohio. We are building a strong operations team focused on customer service, accountability, speed, and organization. We already have a virtual admin team in place, and we are now hiring an Admin Team Lead / Virtual Operations Lead to help oversee the team, solve problems, improve communication, and help us scale.

This is not just a customer service role.

We are looking for someone who can take ownership, lead other VAs, keep the team organized, handle escalations, follow through, and help management make sure the admin side of the business runs smoothly every day.

Position Summary:
The Admin Team Lead / Virtual Operations Lead will be responsible for helping manage Daily Frequency Rentals’ virtual admin team and supporting daily operations. This person will oversee current VAs, make sure tasks are completed correctly and on time, help solve issues inside the team, assist with customer escalations, improve systems and communication, and serve as a reliable point of contact between the admin team and management.

This role is ideal for someone who is highly organized, calm under pressure, detail-oriented, confident in leading people, and strong in customer communication.

Key Responsibilities:
1) Oversee the Virtual Admin Team
Help manage and support current VAs on a daily basis
Make sure assigned tasks are completed correctly and on time
Monitor team performance, follow-up, responsiveness, and accountability
Answer team questions and help solve day-to-day issues before they reach management
Identify mistakes, recurring issues, or gaps in execution and help correct them
Keep the admin team organized, aligned, and moving efficiently
Help train new VAs and reinforce current processes/SOPs
Report performance concerns, wins, and team issues to management
2) Customer Support Oversight & Escalations
Step in on difficult customer situations when needed
Handle escalated customer concerns in a calm, professional, solution-oriented way
Help resolve issues involving bookings, extensions, payments, balances, vehicle concerns, and general customer service problems
Escalate major issues to management when necessary with clear notes and context
Make sure customer communication remains professional, consistent, and aligned with company policy
3) Admin Operations Support
Help oversee bookings, extensions, payment reminders, collections follow-up, account notes, and customer communication
Review admin work for accuracy and completeness
Ensure customer accounts, internal notes, and communication logs are updated properly
Help maintain organization in CRM/software, spreadsheets, and internal task systems
Assist with daily admin workflow so nothing falls through the cracks
Help management identify where bottlenecks are happening and how to improve them
4) Process Improvement / Scaling Support
Look for ways to improve admin workflows, communication, task management, and follow-up
Help organize and improve SOP execution
Suggest process improvements that make the company more efficient and scalable
Help build structure, accountability, and consistency across the admin team
Support management in creating a more reliable day-to-day operations system
5) Communication & Leadership
Serve as a reliable bridge between management and the virtual admin team
Communicate clearly with the team regarding expectations, priorities, and updates
Bring problems forward with solutions, not just questions
Help create a positive, accountable, team-first environment
Maintain professionalism, confidentiality, and strong judgment in all communication
What Success Looks Like in This Role

We are looking for someone who can help us create a stronger, more dependable admin team. Success in this role means:
The VA team is more organized and accountable
Customer issues are handled faster and more professionally
Fewer problems need to be escalated to ownership
Tasks are followed through without constant reminders
Team communication improves
SOPs are actually being followed
Admin operations become smoother and easier to scale
Required Qualifications
Previous experience leading or supervising a remote team, admin team, customer support team, or operations team
Strong English communication skills, both written and verbal
Strong customer service and conflict-resolution skills
High attention to detail and strong follow-through
Strong organizational and time-management skills
Able to manage multiple moving parts without losing track
Comfortable giving direction, answering team questions, and holding others accountable
Calm under pressure and professional when handling difficult customers
Able to work independently and make sound decisions
Reliable internet connection and reliable work setup
Available to work during required U.S. business hours
Preferred Qualifications

These are a plus, but not required:
Experience in operations, property management, logistics, transportation, fleet, reservations, or car rental
Experience managing inboxes, customer support systems, CRMs, or admin workflows
Experience with process documentation / SOPs
Experience with collections follow-up, payment reminders, or account coordination
Experience using Google Sheets, Google Docs, and task/project management tools
Experience reviewing team performance and helping improve execution


The ideal person for this role is:
organized
proactive
reliable
a strong communicator
able to lead others respectfully
comfortable making decisions
good at solving problems
able to stay calm when customers or team members create pressure
not someone who waits to be told every next step

Preferred schedule:
40 hours per week
Must be available during Daily Frequency Rentals business hours or have strong overlap with 8:00 AM – 8:00 PM Eastern Time Monday–Friday, and Saturday/Sunday availability is a plus
Some flexibility preferred for urgent issues, escalations, or team support when needed


Why Join Us:
Long-term opportunity with a growing U.S. company
Leadership role with room to grow
Work directly with ownership and help shape operations
Stable, structured role with real responsibility
Opportunity to help build systems, improve a team, and make a meaningful impact
Application Instructions


To apply, please email us the following at: ----------
Your resume
A short video introduction (2–3 minutes) answering:
Why are you a good fit for this role?
What experience do you have leading a team?
How do you handle difficult customers or team problems?
A short written answer to this question:
If two VAs are confused about a process, a customer is upset, and management is busy, how would you handle the situation?