About the Role
We are a boutique retail growth advisory business helping consumer product brands navigate retail expansion — matching them with brokerage networks, coordinating buyer introductions, and optimizing product strategies. As our client base grows, we're looking for a highly articulate, autonomous Account Manager / Client Operations Specialist to act as a key operational leader and right-hand to the Founder.
This is a high-touch, client-facing role. You will own client interactions, host live strategy reviews via video, track broker performance, and maintain account health across all client partnerships. The ideal candidate brings strong BPO or contact center experience supporting US-based brands and is confident running professional video calls with founders and senior decision-makers.
Work Structure & Requirements
- Location: Remote / Virtual
- Schedule: Part-time
- Time Zone: EST business hours
- Compensation: $10 USD per hour
Key Responsibilities
1. Client Meeting Facilitation
- Host recurring video check-ins and strategy reviews with US business clients
- Walk clients through their back-end dashboard metrics and review broker progress
- Capture meeting minutes and enforce follow-up action items
2. Account Health & Retention
- Maintain exceptional client satisfaction and proactively resolve operational friction
- Keep clients aligned on retail roadmaps
- Represent the business with executive polish and professionalism
3. Pipeline & Operations Management
- Update client back-end dashboards with broker feedback, sample tracking statuses, retail submission updates, and buyer responses
- Maintain accurate and up-to-date records across all active accounts
4. Intake & Discovery Support
- Conduct initial discovery calls with prospective clients to qualify fit and gather context before escalating to senior leadership
5. Broker & Workflow Coordination
- Connect directly with retail brokers to gather status updates on retailer submissions, buyer feedback, and sample shipments
6. Executive Support
- Support the Founder with calendar scheduling, client follow-up communications, and account delivery workflows
Required Skills & Experience
- Virtual Assistant Experience: Minimum 1 year of experience working as a Virtual Assistant is required — candidates must be comfortable with remote work tools, async communication, and working independently without in-person oversight
- BPO / Customer Service Experience: 5+ years in BPO or contact center environments supporting US-based clients or brands — in roles such as Account Manager, Client Success Specialist, Customer Operations Lead, Tier-3 Customer Support, or Escalations Specialist
- English Fluency: Excellent spoken and written English with strong presentation confidence; neutral or US-style accent required
- Autonomy: Ability to absorb unstructured verbal directions, translate meeting notes into immediate execution, and work independently without micromanagement
- Technical Aptitude: Comfortable navigating web applications, client dashboards, database interfaces (e.g., Supabase, Airtable, CRMs), and project management tools
- Professional Presence: Confident running live 1-on-1 and team video calls with US brand founders; able to manage expectations empathetically and professionally
- Bonus: Experience in CPG, e-commerce support, or retail consulting operations; familiarity with AI-assisted research tools, data visualization platforms, or reporting dashboards
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