Hireframe is hiring a Customer Solutions Associate to ensure the smooth operation of our live session support. In this role, you will supervise part-time virtual assistants, act as a technical escalation point, and provide key administrative support to our Customer Solutions leadership team.
What You'll Do
- Supervise and support two part-time Virtual Assistants providing live session support.
- Set schedules, communicate expectations, and review task performance.
- Serve as the escalation point for scheduling conflicts, technical issues, or coverage gaps.
- Jump in to assist with live session support when schedules require overflow coverage.
- Join online sessions early to confirm tech readiness for participants and moderators.
- Troubleshoot common issues with internet, video, audio, or screen sharing.
- Start recordings and monitor session launches for technical success.
- Respond quickly to team messages or technical interruptions during sessions.
- Investigate and document issues within the UX tool where live sessions are hosted.
- Escalate unresolved or recurring problems to Product or Engineering teams.
- Summarize findings in clear, written reports for internal team awareness and follow up.
- Support the Customer Solutions Manager and Associate Director with admin needs.
- Assist with internal documentation, scheduling, meeting notes, and follow-ups.
- Take ownership of repeatable tasks that free up leadership for higher-level priorities.
- Help maintain knowledge base materials and organize process improvements.
What We're Looking For
- Strong spoken and written English.
- Experience managing or supervising others, particularly remote or part-time workers.
- Technical confidence with tools like Zoom, Microsoft Teams, Google Meet, and screen sharing.
- Calm and clear communicator under pressure or in fast-moving situations.
- Organized and self-motivated, with the ability to juggle multiple responsibilities.
- Willingness to learn the platform and internal tools.
- Available to work in Eastern Time hours with up to 2 hours of buffer time.
Technical Stack
- Zoom, Microsoft Teams, Google Meet
- UX tool, Zendesk, Jira, Confluence
Team & Environment
You will report to the Customer Solutions Manager and Associate Director, working within a supportive environment dedicated to professional development.
Benefits & Compensation
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization coverage
- Annual performance bonuses
- Dedicated coaches for support and skill-building
- Opportunities for professional growth
Work Mode
This is a permanent remote position open to candidates based in the United States, Mexico, or the Philippines.
Hireframe is an equal opportunity employer.
