CPT-11558 Client Operations & After-Hours Support Virtual Assistant

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Title: CPT-11558 Client Operations & After-Hours Support Virtual Assistant

Independent Contractor – CPT-11558 Client Operations & After-Hours Support Virtual Assistant/Business Support VA/Junior-Senior Level (Remote).

Overview

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

A growing San Diego-based doula agency providing premium birth and postpartum support is seeking a VA to support after-hours client operations, lead and client administration, internal coordination, and recurring back-office workflows.

Most of the shift will involve focused, independent administrative work after the U.S. team has gone offline. The VA will also monitor the company's after-hours lines and occasionally respond to time-sensitive situations such as last-minute care cancellations or labor-related notifications by following established protocols and escalating to the appropriate team member.

The ideal candidate is warm, composed, highly organized, technologically adaptable, and capable of working independently with minimal supervision.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Scope of Services

Contractors will be required to provide services that align with the following client tasks:

After-Hours & Client Support

• Monitor designated business phone and text lines during the shift
• Follow established protocols for last-minute cancellations and urgent situations
• Coordinate replacement coverage when required
• Recognize labor-related notifications and promptly alert the appropriate team member
• Confirm scheduled care providers have arrived as expected
• Document incidents clearly for the daytime team
• Provide calm, professional communication to clients and team members when needed

Sales Pipeline & Client Administration

• Maintain accurate lead records, follow-up statuses, and sales-pipeline information
• Send approved first-touch and follow-up messages to new inquiries
• Assist with email campaigns and segmented communications
• Set up new clients across company systems after contracts are signed
• Maintain client records, calendar reminders, forms, and other lifecycle information
• Track outstanding client items and follow up as needed
• Assist with payment-status tracking and recurring operational reports

Hiring & Operational Administration

• Maintain applicant records and candidate statuses
• Schedule interviews and screening calls
• Send documented candidate communications and collect required information
• Assist with new-hire system access, calendars, and onboarding materials
• Support data cleanup, process documentation, research, and other operational projects
• Use established systems and AI workflows to improve day-to-day efficiency

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

Skills

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• Customer service, client operations, account support, or administrative experience required
• Strong spoken and written English required
• Experience with lead follow-up, CRM management, or client lifecycle administration preferred
• Strong technical aptitude and ability to learn unfamiliar software strongly preferred
• Basic AI literacy required; Claude experience strongly preferred
• Medical or healthcare experience is not required; Family services experience a plus
• Ability to work independently during designated after-hours coverage required

IDEAL CANDIDATE PROFILE

• Exceptional customer-service mindset (required)
• Calm and composed when unexpected situations arise
• Excellent spoken and written English
• Warm, professional, and empathetic communicator (required)
• Highly organized and detail-oriented
• Comfortable working independently for much of the shift
• Fast, self-directed learner who adapts easily to new systems
• Strong judgment and ability to follow written protocols
• AI-open and interested in using technology to improve workflows
• Discreet with sensitive client and family information; Signed confidentiality agreement required

APPLICATION SOFTWARE KNOWLEDGEABLE / REQUIRED

Working Knowledge Preferred:

• Google Workspace
• Slack
• Notion
• Canva
• Claude / AI Tools

Client Training Provided:

• Doula Connect
• Dubsado
• Quo
• Clockify
• Calendly
• Kajabi
• Eventbrite
• Typeform
• Indeed
• Zapier
• Zoom / Loom

Candidates arenot expected to know the entire technology stack before starting; the ability to learn unfamiliar systems quickly is more important.

TRAINING & HOURS RAMP

• Weeks 1–2: 10 hours/week
• Weeks 3–4: 20 hours/week
• After initial training: Approximately 25 hours/week
• Additional hours may become available as the company grows and the VA demonstrates strong performance

Work Schedule

• Contracted Hours per Week: 25 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time:  Approximately 4:30 PM – 9:30 PM PST

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

Terms of Engagement

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

Role Summary & Requirements

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level
• Contracted Hours per Week: 25 hours/week
• Daily Working Time:  Approximately 4:30 PM – 9:30 PM PST
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: Female
• LANGUAGES SPOKEN/PREFERENCE: English 
• ACCENT PREFERENCE:  Level A-B (Native or Near-Native English Accent Required)
• REGION PREFERENCES: Any

What we offer

• Competitive rates
• Weekly payments
• Various open roles are available
• Free training and upskilling
• Constant support and guidance
• A vibrant community always ready to support you
• And more!