Overview
Virtual Assistant Jobs in Philippines at Icon
Title: Virtual Assistant
Company: Icon
Location: Philippines
Icon makes winning ads and branded content for some of the fastest-growing DTC and enterprise companies in the world. We're now launching our managed creative/ads services and looking to scale our team aggressively. We're on a mission to become a trillion dollar generational company.
Overvie
wWe're hiring a Virtual Assistant to own the client side of our creative pipeline. You'll be the main point of contact for the brands we work with – making sure their questions get answered fast, their work stays on track, and they always feel taken care of as we scale
.You'll be part coordinator, part client partner – we'll rely on you to keep clients informed, confident, and coming back. You're the bridge between the client and our internal teams: when a client has a question, you answer it; when something breaks, you get it to engineering and close the loop; when ops has an update, you relay it clearly. Above all, you own the client experience and look for ways to make it better
.
What You'll Ow
n:1) Client Communication & Troubleshooting (Responsiveness + Ownershi
- p)Own the client relationship day-to-day: you're the primary point of contact and the person clients tru
- stRespond fast and clearly – clients should never wonder where their work stands or feel ignor
- edTroubleshoot client inquiries and questions, and resolve or route them quick
- lySurface bugs and issues to engineering with clear detail, and follow them through to a f
- ixRelay updates from ops to clients clearly and promptly – no surprises, no silen
ce2) Client Experience & Retention (Trust + Relationship
- s)Build strong relationships with clients: you're the person who keeps them engaged and confident in Ic
- onRun regular check-ins and updates so clients always know the value they're getti
- ngCatch dissatisfaction and churn risk early – and drive the save before it becomes a cancellati
- onSet expectations clearly and manage them proactive
- lyOwn escalations: when something slips, you drive the fix across teams and keep the client who
le3) Process & Product Improvement (Make It Bette
- r)Spot recurring friction in client requests, feedback loops, and the delivery experien
- ceSuggest and document workflow improvements (SOPs, checklists, templates, communication cadence
- s)Feed client insights back to product – you're closest to the customer, so you help shape what we bui
- ldWork with engineering and ops to plug bugs and improve tooli
- ngBuild scalable habits so we can handle more clients without the experience droppi
ngYou're a fit if yo
- u…Have experience in client success / account management / client-facing coordination (especially high-volume or fast-paced environment
- s)Can manage clients with both empathy and high standards (warmth + accountabilit
- y)Are obsessive about responsiveness, follow-through, and never letting a client feel ignor
- edAre organized and detail-oriented – nothing slips when it's with y
- ouCommunicate clearly and professionally in written Engli
- shAre proactive: you flag problems early and don't wait to be ask
ed
