Executive Assistant Ops amp Client Success
Executive Assistant Ops amp Client Success
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Job Description
ROLE SUMMARY
ABOUT THE COMPANY
ABOUT THE ROLE
The Executive Assistant is a key partner to the CEO and plays a vital role in keeping the business and its clients running smoothly. This role ensures that daytoday operations are handled with excellence clients stay engaged and happy and the CEO can focus on highleverage work. In addition to managing workflows and internal systems this person will also play a frontline role in maintaining strong client relationships and operational consistency.
This is a unique opportunity to work directly with an experienced entrepreneur in a fastgrowing company. Youll get handson experience in client success process automation executive support and more all while contributing meaningfully to a missiondriven business that helps founders grow.
This position is perfect for someone who:
Loves supporting highperforming founders behind the scenes
Is highly detailoriented and thrives in a structured systemdriven environment
Can follow SOPs exactly and also knows when to improve them
Enjoys building strong client relationships and spotting red flags early
Is comfortable balancing both executive support and client success responsibilities
Wants to be in a longterm role where they can grow with the company
ABOUT THE COMPANY VALUES
UnlockTheROI doesnt just look for experiencethey look for alignment. Their culture is built around a set of core values that define how the team operates makes decisions and shows up every day. These arent just internal mottostheyre used to guide hiring promotions and daily . These values are summed up in the acronym S.P.A.C.E.
Speed to Inputs: We keep momentum high. No wasted time on lowleverage tasks no bottlenecksjust action.
Power Through: We hammer because we know that anything worthwhile takes real concentrated effort to achieve. Long boring hard work isnt a hurdleits the path.
Absolute Accountability: Blame and finger pointing have no home here. We understand that success is measured by results (like the KPIs we each own).
Continuous Feedback: We embrace feedbackboth praise and criticaland practice it as a skill because it is required for growth.
Easy Peasy: We put extra effort in to remove unneeded steps friction or bloatfor ourselves and our clients.
ROLE RESPONSIBILITIES
CLIENT SUCCESS & RETENTION
Champion the client journey by maximizing engagement reducing churn and creating memorable moments throughout the program.
- Serve as the main point of contact for client communication onboarding and ongoing support.
- Proactively send personalized messages milestone nudges and checkin reminders to guide client progress.
- Coordinate onboarding calls and periodic checkins to set expectations answer questions and help clients stay on track.
- Monitor engagement across platforms (e.g. Skool ConvertKit) and flag clients at risk of disengagement.
- Implement and manage simple systems for collecting and resolving support inquiries (e.g. usage questions troubleshooting and billing issues).
- Manage and optimize valuedriven initiatives such as the Founder Fuel newsletter and milestonebased challenges.
- Track client participation in challenges and community programs and follow through on related actions.
- Set up and maintain basic systems to collect client sentiment (e.g. NPS or CSAT surveys).
- Coordinate client recognition efforts by sending milestone rewards such as branded swag for hitting key achievements.
EMAIL CALENDAR & COMMUNICATION SUPPORT
Ensure the CEOs time and communication channels are optimized for productivity.
- Manage and prioritize email inboxes flagging action items and drafting replies when needed.
- Maintain and update the CEOs calendar ensuring strategic use of time and preferred meeting buffers.
- Schedule meetings and send reminders or followups as needed.
- Draft and send communications on behalf of the CEO when appropriate.
OPERATIONAL SUPPORT & SOP MANAGEMENT
Keep internal operations smooth and consistent by managing and evolving the companys SOPs.
- Follow existing SOPs with precision to ensure task consistency.
- Update and improve SOPs when processes change or inefficiencies are found.
- Suggest optimizations to workflows or systems where relevant.
- Maintain accurate records and task documentation.
PERSONAL ASSISTANCE TO THE CEO
Provide light personal admin support to ensure the CEO stays focused and organized.
- Book personal appointments (e.g. travel wellness errands) as requested.
- Send reminders for personal commitments or calendar events.
- Handle small personal tasks that help reduce mental load.
Although the responsibilities outlined above will form the core focus of your role please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.
ROLE QUALIFICATIONS
REQUIRED QUALIFICATIONS
- Experienced in delivering topnotch customer service
- Background in clientfacing roles focused on relationship management and customer success
- Confident leading Zoom/video calls and managing client conversations independently
- Able to identify early signs of churn and proactively take steps to retain clients
- Experience in an Executive Assistant Virtual Assistant or similar support role
- Experience managing customer retention billing questions or support tickets
- Strong organizational and timemanagement skills
- Able to communicate professionally with clients and internal stakeholders
- Comfortable working in tools like Google Suite Slack Zapier and task managers
- Follows instructions and SOPs with high accuracy
- Able to identify when a process isnt working and suggest improvements
- Experience managing multiple tasks and priorities at once
- Must have own webcam microphone and computer (relevant software and subscriptions provided)
- Excellent English verbal and written language proficiency (C1C2 in CEFR Scale)
- Access to a quiet work area at home with reliable internet 50 Mbps or more)
PREFERRED (NICETOHAVE) QUALIFICATIONS
- Background in coaching consulting or client service environments
- Familiarity with CRMs online course platforms and community tools
- Demonstrated experience updating or optimizing SOPs and internal systems
- Experience with customer sentiment system setup and management (NPS CSAT etc..
ROLE SPECIFICATIONS
- Base Salary: Q9000 base salary.
- Role type: Fulltime.
- Location: Guatemala (Remote Work from home).
- Schedule: Monday to Friday: 9:00 AM 6:00 PM EST 1 hr. on Saturdays to sync calendars with CEO.
RECRUITING PROCESS
- Application / Screening: When you apply for this position we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.
- Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.
- Skills Assessment Interview: This is a 60 min 90 min conversation where we further test your skills learn about your previous working experiences and evaluate culture fit to the role and company.
- Hiring Manager Final Interview: This is a 30 min 60 min conversation with the positions Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.
The entire process usually takes anywhere between 24 weeks to complete depending on the seniority of the position.
CONTACT US
If you have any questions or run into any complications while submitting your application please reach out to:
Employment Type
Full Time
