We are hiring a proactive, highly organized person to become a key support role in our wedding photo booth and sign-in stationery business.
This is not a basic admin or task-only VA role.
We already have a VA who handles a lot of the checklist-based CRM work. What we need now is someone who can understand the business deeply, stay across all moving parts, and help oversee customer communication, operations flow, and day-to-day priorities.
This person will act as a right-hand support across customer success and operations, helping us stay on top of what matters and making sure nothing slips through the cracks.
What This Role Is Really About
You will:
- Keep a high-level view of the business
- Make sure customers are responded to and looked after
- Flag important issues and action items to the founders
- Follow up on tasks until they are actually completed
- Help us stay organized during busy wedding periods
- Support smooth coordination across bookings, staffing, and event prep
This role is ideal for someone who is naturally proactive, commercially aware, and strong at keeping operations tight in a fast-moving service business.
Customer Success & Client Communication (Main Focus)
- Monitor client communication and ensure responses are sent on time
- Follow up with leads, clients, and internal team members as needed
- Make sure no customer inquiry or request is missed
- Escalate important issues, risks, or urgent client matters to the founders
- Help create a smooth, professional client experience from inquiry to event completion
Operations Oversight & Coordination
- Stay across the CRM, bookings, and operational workflows
- Oversee and sense-check that recurring admin/VA tasks are being completed properly
- Track upcoming events and identify gaps, risks, or missing pieces early
- Check that staff shifts and event allocations are in place
- Help coordinate busy periods so signage, materials, and logistics are prepared in advance
- Keep an eye on operational bottlenecks and flag what needs attention
Founder Support / Right-Hand Assistance
- Flag tasks for Alisa and the founder that need action
- Help prioritize what matters most each day/week
- Turn emails/messages into clear action items
- Follow through and check completion, not just task assignment
- Help reduce mental load by creating structure and visibility
Business Rhythm & Planning Support
- Help review the month ahead and what is coming up
- Keep the team organized around busy dates and seasonal demand
- Ensure key prep items (signage, staffing, logistics, event readiness) are handled before they become urgent
- Maintain clear task tracking and accountability across the team
Who We Are Looking For
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You are someone who:
- Is highly proactive and does not wait to be told every step
- Thinks ahead and spots issues before they become problems
- Is extremely organized and detail-oriented
- Communicates clearly and professionally
- Can manage moving parts without dropping the ball
- Follows up consistently and holds a high standard
- Is calm, reliable, and confident in a fast-paced environment
- Can understand how a business works, not just complete tasks
Important Note About This Role: This role is not just a checklist/admin execution role.
We already have support for task-based admin work. We are looking for someone who can sit above that day to day, understand what is happening in the business, and help coordinate customer success and operations at a higher level.
Requirements
- Experience in customer success, operations coordination, account management, admin management, or similar
- Strong written communication and email management skills
- Strong organizational and follow-up skills
- Experience working with CRMs and operational systems
- Ability to manage multiple priorities and deadlines
- Comfortable coordinating teams/staff schedules and service delivery details
High ownership and problem-solving mindset
Nice to Have
- Experience in weddings, events, hospitality, or service businesses
- Experience supporting founders or small business owners
- Experience overseeing VAs or admin processes
- Experience with staffing coordination / rostering
- Process improvement mindset
Some weekend availability may be helpful during peak wedding periods
Contract duration of more than 6 months. with 40 hours per week.
Mandatory skills: Customer Support, Email Support, Personal Administration, Client Management, English