Job Description

Position: Senior Executive Assistant

Number of hours: 40 hours/week

Schedule: Barcelona, Spain (PST equivalent)

Tasks required:

• Daily morning (CET) call with client to:

give update/receive tasks also

set priorities for the day/week/month

to ask questions and

give and receive feedback.

This call is “chaired” by the EA and careful preparation is required

Hands-on approach:

• Prepare a detailed call agenda and talking points
  
  

• Maintain a running log of tasks, deadlines, and client preferences
  
  

• Follow up promptly after each call with summaries and action plans

• Respond promptly and professionally to customer inquiries via live video chat, email, phone, and social media DMs

• Maintain a high level of empathy, accuracy, and customer satisfaction in every interaction

• Use CRM systems to track tickets, customer history, and resolutions

• Make and receive calls using cloud phone systems, particularly OpenPhone

• Assist customers with basic troubleshooting for our mobile apps (iOS and Android)

• Escalate technical issues to relevant departments as needed

• Monitor and manage support queues to ensure timely follow-ups (What does this mean and how is it done?)

• Create or update support documentation as necessary

• Ensure SLAs (Service Level Agreements) and KPIs are met

• Collaborate with other team members for seamless customer support coverage

• Provide feedback on tools, workflows, or customer pain points for continuous improvement

Requirements:

• Excellent communication skills oral and written in English and Spanish (non-negotiable)

• Proven experience in executive assistance (navigating personal and professional issues)

• Iron-clad Discretion

• Experience using cloud phone systems, especially OpenPhone

• Ability to troubleshoot basic app issues on both Android and iOS and Apple Mac

• Strong multitasking and organizational skills

• Self-starter who can work independently and take initiative (non-negotiable)

• Is not afraid to ask questions. Knows who/when to ask.

• Reliable internet connection and a quiet workspace

Work Schedule:

• VA #1: 10 AM 2 PM (-4 hour shift) FOR STARTERS

• Note: No work required on official European holidays