The Role:
We’re looking for a Talent Success Specialist to own the long-term performance, satisfaction, and retention of the Virtual Assistants (VAs) we place inside insurance agencies.
This role blends people coaching, structured accountability, and problem-solving.
You’ll be the key link between the Virtual Assistant, their client, and our success team making sure everyone is aligned and thriving.
You will be responsible for :
- Build strong relationships with assigned VAs through recurring 1:1s
- Monitor satisfaction, professionalism, schedule compliance, and communication
- Catch performance or engagement issues before they become fires
- Lead escalations coordinating with the Client Success team when needed
- Mentor VAs on how to grow inside their agency placement
- Keep VA scorecards accurate and up to date
- Own retention outcomes for your assigned VA portfolio
How Success Is Measured
- Retention of Assigned VAs (primary measure)
- Composite VA Scorecard Score, including:
- Work satisfaction & communication environment
- Schedule consistency
- 1:1 meeting cadence compliance
- Escalation health score
Resolution Speed & Recovery Rate on at-risk VAs
Ideal Profile:
Who You Are
- You’re supportive but hold others accountable
- You’re calm, direct, and composed under pressure
- You enjoy problem-solving through people insights
- You lead with emotional intelligence and clear communication
- You help others grow, not just follow instructions
Requirements
- English fluency (C1–C2) — written and spoken; comfortable on client-facing calls
- Bachelor’s degree in Psychology, Business Administration, HR, or similar field (preferred)
- 2–3 years experience in one or more of the following:
- People management or coaching
- HR / Employee Relations / Talent Success
- Customer Success / Account Management
- BPO or staffing coordination
- Strong interpersonal and communication skills
- High emotional intelligence; able to navigate sensitive issues
- Organized, detail-oriented, and data-driven
- Stable internet connection and functional home office setup
What's on Offer?
- Work in a company with a solid track record of performance
- Attractive Salary & Benefits
- Fantastic work culture