Customer Operations VA / Admin — Summit Video Editing

Summit Editing is building a premium, streamlined video-editing service for real-estate media professionals. The editing quality is strong and demand is growing. Our next challenge is operational: making sure every order, message, revision, and customer question has a clear owner and timely response.
This is not a generic assistant role. You will own the customer communication and follow-through system that keeps work moving without customers needing to chase us.

THE MISSION
No active customer thread, order, or exception should sit unowned.
You will manage the external conversation from onboarding through confirmed delivery, while our Lead Editor / Operations Coordinator owns production quality and editor coordination. Your job is to create calm, visibility, and reliable follow-through across customers, editors, and the Summit team.

WHAT YOU'LL OWN
Customer communication

- Monitor the Summit shared inbox, platform messages, and assigned Slack channels during your coverage window
- Acknowledge legitimate customer questions and issues within the agreed response-time target—even when the full answer requires follow-up
- Keep customers informed about order status, expected delivery, missing information, revision progress, and next steps
- Close the loop after delivery or issue resolution instead of assuming silence means completion
- Redirect communication away from personal inboxes and into Summit’s shared systems

Order and exception follow-through

- Review active orders at the start, middle, and end of your shift
- Confirm new and reassigned orders have been seen by the responsible editor
- Flag orders approaching the 24–48-hour delivery window before they become customer complaints
- Identify missing files, unclear briefs, unanswered editor questions, revision ambiguity, or coverage gaps
- Give every exception a named owner, next action, and due time
- Maintain a clean daily handoff so nothing disappears across time zones, weekends, or holidays

Customer onboarding

- Move prospective customers from waitlist or invitation through onboarding, account setup, first order, and first-delivery follow-up
- Schedule onboarding calls and send reminders when needed
- Confirm each new customer understands how to submit files, communicate with the team, request revisions, and track orders
- Capture recurring questions and friction so the team can improve the onboarding process and platform
- Help the team onboard new customers at a controlled pace as editing capacity grows

Operational tracking

- Keep the CRM or interim tracker current with customer stage, owner, next action, and next-action date
- Maintain simple SOPs, response templates, escalation notes, and coverage checklists
- Post concise daily updates in Summit’s operations channel: open issues, owner, due time, risk, and next step
- Surface recurring patterns instead of repeatedly treating the same problem as a one-off

HOW YOU'LL WORK WITH THE TEAM
Lead Editor / Operations Coordinator

The Lead Editor owns editor standards, production quality, assignment guidance, and technical editing decisions. You own the customer-facing clock.

Standard handoff:
1. You identify the customer need and acknowledge it.
2. The Lead Editor confirms production status, owner, ETA, or required action.
3. You communicate the answer to the customer.
4. You follow through until the issue is explicitly closed.

Business owner
Escalate pricing, credits, refunds, policy exceptions, hiring decisions, and sensitive customer situations to Alex Coombs.

Stabilization / product lead
Escalate platform bugs, automation failures, and technical workflow problems to Andrew during the 90-day stabilization period.

Decision boundaries

- You are expected to act without waiting for permission when you are:
- Acknowledging a message
- Gathering missing information
- Following up on an overdue response
- Updating the tracker
- Applying an approved template or SOP
- Coordinating a documented handoff

You must escalate before:
- Promising a refund, credit, discount, or non-standard turnaround
- Changing an editor assignment without production guidance
- Making a policy exception
- Committing to a technical fix or launch date
- Communicating blame or performance concerns to a customer

This role does not own
- Video editing, quality control, or editor coaching
- Final editor assignment and production-capacity decisions
- Pricing, refunds, credits, compensation, or hiring
- Platform development or technical monitoring
- Marketing strategy or sales ownership

COVERAGE
Initial expectation: approximately 4 hours per day, Monday–Friday, with meaningful overlap during North American Eastern Time customer hours.

Because Friday-night, weekend, holiday, and cross-time-zone handoffs are known risk points, you will help maintain the coverage plan. Any required weekend rotation or expanded hours will be agreed separately—not assumed.

Please include your timezone, normal availability, and any weekend availability in your application.

WHAT GOOD PERFORMANCE LOOKS LIKE

First 14 days
- Learn Summit’s customer journey, order statuses, escalation paths, and communication standards
- Shadow responses, then move through reviewed replies to independent handling
- Complete one full customer flow: invitation → onboarding → first order → status update → delivery follow-up
- Maintain zero unowned active customer threads during assigned coverage

First 30 days
- At least 95% of customer messages acknowledged within the agreed service level
- Every active exception has an owner, next action, and due time
- No order silently stalls because a reassignment, message, or missing input went unseen
- Daily handoffs are short, current, and usable by the next person
- Recurring friction is documented and converted into an SOP, template, or product-improvement request

YOU MAY BE A STRONG FIT IF YOU

- Write excellent, natural English and communicate calmly under pressure
- Have customer support, customer success, project coordination, or operations experience
- Are highly reliable with follow-up and notice when ownership is unclear
- Can work confidently in Gmail / Google Workspace, Slack, and a simple CRM or tracker
- Learn software quickly and are comfortable working inside a custom web platform
- Can follow policies precisely while recognizing when an issue needs escalation
- Prefer creating order and clarity over waiting to be told what to do
- Are comfortable collaborating asynchronously across North American and Philippine time zones
- Experience in video production, creative services, real-estate media, or agency operations is useful but not required.

PLEASE APPLY
Apply through OnlineJobs.ph or the link included with this posting.
Please include:
- Your working hours and timezone
- Your desired hourly or monthly rate
- A short example reply to this scenario: A customer expected a video today, but the editor has not confirmed a delivery time yet.
- Two or three tools or workflows you have administered
- A brief example of a time you caught an issue before it became a customer complaint