Administrative and Operations Assistant for US market

Administrative & Operations Assistant
Full-Time | Remote | 9:00 AM – 5:00 PM EST

A fast-growing content-driven coaching and consulting organization is seeking a highly capable Administrative & Operations Assistant to support senior leadership in managing day-to-day operations, client communication, and executive workflow.

This role is ideal for someone who thrives in a dynamic, fast-paced environment and can bring structure, clarity, and stability into a busy operation that serves multiple clients across wellness, mindset, and relationship coaching programs.

You will act as the operational backbone—protecting schedules, coordinating communication, ensuring tasks move forward, and supporting a growing coaching practice.

Key Responsibilities

• Inbox, Calendar & Administrative Support
• Manage executive inbox: organize, categorize, and flag important issues.
• Maintain and protect the executive calendar: schedule/reschedule meetings, block deep-work time, prevent conflicts.
• Coordinate travel logistics: book flights, hotels, transport, and prepare clear itineraries.
• Provide summaries, updates, and key decision points to keep leadership informed.
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• Team Communication & Task Coordination
• Serve as the communication hub between leadership and internal team members.
• Collect, track, and follow up on tasks until completion.
• Monitor communication channels (e.g., email, WhatsApp) for updates, requests, and issues.
• Convert team updates into concise summaries for leadership.
• Ensure clarity on responsibilities, deadlines, and expected outcomes.
• Operational & Administrative Support
• Manage schedules, meetings, and priorities for senior leadership.
• Track project timelines, deliverables, and bottlenecks.
• Maintain organized documentation, files, reports, and SOPs.
• Help prioritize tasks and surface what requires immediate attention.
• Provide structured updates to leadership.
• Project & Operations Management
• Monitor daily operations to identify fires, risks, and inefficiencies.
• Proactively troubleshoot operational issues and propose clear solutions.
• Coordinate across teams to ensure smooth project execution.
• Escalate issues only when needed, providing context and recommended next steps.
• Improve and document workflows and processes.
• Client Communication & De-escalation
• Handle client communication professionally through email, chat, or calls.
• Address questions, concerns, and complaints with empathy and clarity.
• De-escalate difficult situations while maintaining firm, healthy boundaries.
• Capture and relay context from client interactions to leadership.
• Ensure clients feel supported and informed.
• Coaching Practice Support
• Monitor client progress, satisfaction, and engagement.
• Track coach reliability, performance, and alignment.
• Maintain systems for:
  • Session tracking
  • Attendance
  • Follow-ups
  • Renewals & retention
  • Churn risk signals
• Identify red flags early and coordinate with leadership on next steps.

• Risk Management & Issue Escalation
• Proactively “scan for fires” across projects, operations, and client accounts.
• Address issues within your authority quickly and decisively.
• Escalate correctly with:
  • Summary of issue
  • Actions taken
  • Recommended options
• Support root-cause analysis and documentation.
• Team Communication & Collaboration
• Speak up respectfully when something is unclear, risky, or off-track.
• Help facilitate productive, solutions-focused discussions.
• Ensure all stakeholders know their responsibilities and timelines.
• Follow up consistently—clear, firm, and respectful.

Required Skills & Experience

Must-Haves

• 3+ years in executive admin, EA, VA, operations, or similar roles
• Experience in executive coaching, therapy, or mental health–related practices
• Strong written and verbal communication in professional English
• Experience handling client communication, including complaints or sensitive situations
• Proven ability to de-escalate tense conversations
• Experience in a fast-paced, high-pressure environment
• Proficiency with digital tools (project management systems, CRMs, spreadsheets, scheduling tools)

Personal Qualities
We’re looking for someone who is:

• Calm under pressure and grounded
• Emotionally stable with strong judgment
• Proactive and solution-oriented
• Ownership-driven (“How do we fix this?” mindset)
• Correctly assertive, able to speak up respectfully
• Detail-oriented, yet practical and efficient
• Discreet and trustworthy with sensitive information
• Growth-oriented, eager to improve systems and learn the business

Nice-to-Have

• Experience in coaching, consulting, or client-service businesses
• Background in client success, account management, or operations
• Experience building SOPs and workflows
• Comfort with metrics and reporting (client satisfaction, renewals, KPIs)
• Ability to manage multiple projects and stakeholders simultaneously

Work Setup

Location: 100% Remote
Schedule: Full-Time, 9:00 AM – 5:00 PM EST