Customer Support + Virtual Assistant - Weekend/Flex Schedule (30 hrs/week)

We are a fast-growing AI-powered digital product company (Viral Growth Media) with 520,000+ Instagram followers and 13,000+ products sold. We are looking for a reliable, detail-oriented customer support and operations assistant to provide coverage on the days our lead support person is off.
You will be the first point of contact for customers who purchased our digital products, handling support emails, community DMs, troubleshooting, and basic operational tasks. Most support requests follow predictable patterns with scripted responses. You will be fully trained using our existing SOP document before going solo.
THE SCHEDULE (READ CAREFULLY):
This is a 3-day-per-week role with 10-hour shifts (30 hours/week). The schedule alternates every week:

Week 1: You work Friday, Saturday, Sunday
Week 2: You work Saturday, Sunday, Monday
Then repeats back to Week 1.

You will ALWAYS work Saturday and Sunday. The third day alternates between Friday and Monday. This schedule is fixed because you are covering the days our lead support person is off. If you cannot commit to every Saturday and Sunday with 10-hour shifts, please do not apply. Need to be able to fill in as needed. For instance June 28th-July 4th


What You Will Do

EMAIL SUPPORT

Respond to all customer emails during your shift
Handle common inquiries: missing product delivery, incorrect information, refund requests, subscription access issues
Follow our SOP document with pre-written response templates for most scenarios
Escalate unusual issues to the team lead

COMMUNITY DM MANAGEMENT (WHOP APP)

Respond to customer DMs in our Whop community
Handle product access questions, subscription inquiries, and onboarding guidance
Direct customers to the correct resources using links from our SOP
Send welcome messages to new subscribers with onboarding instructions

PRODUCT TROUBLESHOOTING

When a customer's digital product does not deliver correctly, troubleshoot the issue
Check email logs to verify delivery status
Collect customer details and manually rerun products when the automation fails
Forward completed products to customers and confirm receipt
Handle duplicate purchases, incomplete deliveries, and wrong information corrections

CALENDAR + BOOKING MANAGEMENT

Manage the founder's calendar (booking confirmations, reschedules, reminders)
Send booking links for premium sessions
Send weekly Zoom reminders for subscriber onboarding calls

CONTENT CLIP FARMING

Download Zoom call recordings
Clip key ---------- nts into short-form content segments
Organize and label clips for the content team

SUBSCRIPTION MANAGEMENT

Handle cancellation inquiries and direct customers to the correct refund process
Send reactivation messages to expired subscribers
Onboard new subscribers with welcome sequences
Troubleshoot platform access issues (login redirects, duplicate accounts, tier upgrades)

Must-Haves (Non-Negotiable)

Strong written English. You will be writing to US-based customers all day. Grammar and professional tone are critical.
Available to work EVERY Saturday and Sunday, plus alternating Fridays and Mondays, 10-hour shifts
Ability to adjust schedule as needed with other tea ---------- mbers to cover the position.
Experience with customer support, virtual assistance, or community management (minimum 1 year)
Comfortable using email, community apps, and Instagram DMs
Able to follow SOPs precisely. We have scripted responses for almost every scenario. Your job is to follow them accurately.
Reliable and responsive. If a customer messages during your shift, they should get a reply within 30 minutes.
Comfortable with Hubstaff time tracking (screenshots every 10 minutes) from day one
Can start immediately and train with our current support lead during her shifts

Nice-to-Haves
Mac PC Preferred not required
Experience with Whop (community/membership platform
Experience using ChatGPT or AI tools for work tasks
Experience with Zoom recording management or basic video clipping
Previous experience handling high-volume DMs

Compensation

$3-$5/hour USD depending on experience (approximately $390-$650/month at 30 hours/week)
Paid via Wise on the 1st and 16th
3 days per week, 10-hour shifts, alternating schedule
Training period with our current support lead before going solo
Long-term position. We are building a support team, not looking for a temp.
Potential to increase hours and rate based on performance and needs

How to Apply
Send a message with ALL of the following. Incomplete applications will not be reviewed:

Confirm you can work EVERY Saturday and Sunday plus alternating Fridays/Mondays with 10-hour shifts
Confirm you currently own and work on a Mac computer (macOS)
A voice recording (Loom, Voca.ro, or voice note) introducing yourself in English. Minimum 1 minute. I need to hear your English, not just read it.
Describe your most recent customer support or VA role. What did you do, how many customers did you handle per day, and what tools did you use?
Have you ever used Whop or ChatGPT? If yes, describe how.
Your expected hourly rate in USD
Confirmation that you are comfortable with Hubstaff time tracking

Applications without a voice recording will be skipped.