Senior VA Team Lead – Research & Communications

We are a digital media company running a portfolio of media channels. A remote team, content pipelines, and ongoing correspondence with US agencies that supply the source material our content is built on. The content is high-production.

We're looking for someone with strong experience handling difficult escalations, researching unfamiliar problems, and finding solutions independently.

The ideal person has worked in a role where complicated issues eventually landed on their desk because the normal process wasn't enough. You are expected to investigate what was happening, work through incomplete or conflicting information, figure out your options, and come back with a solution without needing a supervisor to tell you every next step.

This could come from experience in senior customer escalations, case management, investigations, claims, disputes, legal support, compliance, research-heavy operations, or another environment where you regularly had to solve problems on your own.

This is not a generic Virtual Assistant position. If most of your senior-level experience has been calendar management, inbox management, scheduling, routine administrative work, or coordinating tasks for executives, this won’t be the right fit.


What we're looking for

We want someone who is comfortable being the person a difficult problem gets handed to.

When something doesn't fit neatly into the normal process, your first instinct shouldn't be to immediately ask a supervisor what to do. We expect you to investigate the issue, use the resources available to you, understand the problem, and work toward a solution.

That can mean:

- Researching an unfamiliar rule, policy, law, or process
- Using Claude, Google, and other resources to work through complicated questions
- Looking at information from multiple sources and figuring out what matters
- Writing a strong response after researching an issue
- Finding alternatives when the obvious solution is too expensive or impractical
- Figuring out how something can be narrowed or adjusted without losing what we actually need
- Working through cases where the information is incomplete, unclear, or doesn't fit neatly into an SOP
- Taking over issues that someone else has already tried to solve and figuring out what should happen next

The core trait we're looking for is a mix of resourcefulness + problem-solving.

We want someone who doesn't get intimidated when a straightforward task turns into a messy one. Someone who is willing to dig into the details, do the grunt work, research what they don't know, and keep working the problem until they understand it.


How the role starts

You will start by learning the normal day-to-day work of the team and handling cases yourself.

This is intentional.

To eventually solve difficult tickets for other people, you need firsthand experience with the work they're doing. You need to understand the processes, communications, records, common problems, and where things tend to get stuck.

The goal is not to keep the right person doing routine work indefinitely.

We're specifically looking for someone who can absorb the process quickly and develop into a ticket solver / lead who can take over the more difficult issues the rest of the team can't resolve independently.

That progression will depend on your ability to demonstrate that you can learn quickly, retain what you learn, research independently, make good judgment calls, and consistently find solutions.


You may be a strong fit if you:

- Have previously owned difficult escalations or complex cases
- Have been trusted to solve problems without immediately involving a supervisor
- Learn new systems and processes quickly
- Retain what you learn and apply it to new situations
- Are comfortable researching things you've never encountered before
- Can work through a problem even when there isn't a clear SOP for it
- Know how to use AI tools as part of your research without blindly accepting their answers
- Can read through a lot of information and identify what's relevant
- Communicate clearly and can write a strong, well-researched response
- Are comfortable making reasonable judgment calls once you've gathered enough information
- Aren't afraid of tedious research or grunt work
- Want to become genuinely excellent at a specialized type of work

We care much less about your job title than what you were actually responsible for.


Compensation

- Base compensation of **$1,100-$1,600 USD per month for 160 hours**
- Final offer will depend on experience, communication skills, and overall fit
- Performance bonuses may be awarded when agreed milestones and performance targets are met


HOW TO APPLY

Please send your application to ---------- with the subject line “Doventra Senior Escalations Specialist - Your Full Name"

Include:

1. Your full name
2. Your earliest possible full-time start date
3. Your written English rating from 1-10 (please don’t put 10 if you heavily rely on AI to write EVERYTHING for you)
4. Your spoken English rating from 1-10
5. A link to your OnlineJobs.ph profile
6. A link to your LinkedIn profile
7. A link to your Facebook profile
8. Confirmation that you can commit exclusively to this role and will not work with other full-time or part-time clients or employers while employed with us (this is a full-time, long-term position. We use time tracking and require team members to work exclusively with us during their scheduled working hours).
9. Confirmation that you are comfortable using Hubstaff
10. Confirmation that you are willing to sign an NDA and complete identity verification

Then answer the questions below:

**1. Tell us about one of the most difficult problems or escalations you personally owned in a previous job.**

Choose an example where there wasn't an obvious answer and you couldn't simply follow the usual process.

What was the problem? What did you personally investigate or try? How did you d ---------- what to do? What was the final result? Explain in detail.

**2. You're given a task that normally has a straightforward process, but halfway through you realize the usual process won't work in this particular situation. You've never encountered the issue before and your manager is unavailable.**

Walk us through what you would do next.

Be specific about what you would investigate, what resources you would use, and how you would d ---------- whether you had enough information to move forward.

**3. An agency tells you that fulfilling a request will cost more than the usual range because the request is too broad. Paying the full amount is not a reasonable option, but we still need useful records from the request. You don't yet know exactly what is driving the cost.**

Walk us through what you would do next.

Be specific about what you would investigate, what questions you would ask, what alternatives you would consider, and how you would d ---------- whether the request could be narrowed without losing what we actually need.

**4. Someone gives you a reason why something cannot be done and refers to a rule, policy, or requirement you've never encountered before. You're not sure whether their interpretation is correct.**

You have access to Google, Claude, and other research tools.

Walk us through how you would research the issue, determine whether the explanation is correct, and d ---------- what to do next.

**5. When you run into a problem you genuinely cannot solve, how do you d ---------- that it's time to involve your manager?**

What would you want to have already done before bringing the problem to them?


Please answer every question yourself. We care much more about seeing how you think, research, and work through difficult situations than receiving perfectly polished answers. Generic or heavily AI-written answers will be rejected.