ROLE SUMMARY

ABOUT THE COMPANY

METEOR is a talent solutions company that helps ambitious businesses in the U.S. and Canada find and hire top-tier Virtual Assistants and Executive Assistants from Latin America, especially Guatemala. By combining a world-class recruiting system with a built-in Employer of Record (EOR) structure, METEOR makes it easy for companies to access reliable, long-term remote talent without the overhead of hiring locally. METEOR’s mission is to connect great people with great companies so that both can go further, regardless of location. With a long-term vision of placing 1,000 assistants in high-quality remote jobs by 2030, METEOR is building a future where distance is no barrier to opportunity or excellence.

ABOUT THE ROLE

As METEOR continues to grow, we are looking for a Customer Success Specialist to support our new client relationships from day one. This role exists with dual focus in mind: make sure our clients are succeeding with the VA placement and us, and open up the opportunity for growth whether it’s expansion or referral.

The way this person delivers on both is by owning the full client relationship. Every new client starts strong, the assistant placed with them gets up to speed and stays there, and neither side ever has to figure things out alone. They run consistent check-ins, coach both the assistant and the client, identify friction before it becomes a problem, and stay close enough to each account to spot expansion opportunities and referrals before anyone else does.

This is a strong place to build a career: METEOR has doubled in size every year, and nobody on this team has gone more than 12 months without a raise or a promotion. The team grows with the company.

This position is perfect for someone who:

✅ Has worked as a Virtual or Executive Assistant and knows what the job feels like from the inside

✅ Is naturally extroverted and energetic, but always professional with clients

✅ Is not afraid to push back, coach or guide a client, and does it without losing the relationship

✅ Believes in proactive care, not reactive support

✅ Enjoys building long-term relationships and being the trusted point of contact

✅ Takes ownership of every account and the outcomes that follow

✅ Gets real satisfaction out of seeing other people succeed

A quick note about Customer Success vs. Customer Service:

Customer Success and Customer Service are not the same role. Customer Service is a more reactive role, helping someone solve a problem. Customer Success is proactive: you prevent the problem before it happens and grow the relationship over time. If your background is in help desks, call centers, or inbound support queues, this role is likely not the right fit. We are looking for people who have managed long-term client relationships, driven measurable outcomes, and kept accounts from churning.

METEOR CORE VALUES

At METEOR, we value technical skills as much as cultural fit. That’s why it’s important for anyone joining our team to embody our Core Values:

• Commitment to Excellence – If your name is on it, make sure it’s done right. No shortcuts, no half-measures.
  

• Extreme Ownership – Your results are your responsibility. If something goes wrong, take charge of fixing it.
  

• Maintain a Growth Mindset – There’s no such thing as "I can't", only "I haven’t learned how yet."
  

• Strive for Simplicity – Complexity kills efficiency. Focus on what matters, cut the rest.
  

• Discipline Over Motivation – Motivation comes and goes. Discipline keeps you moving forward.
  

• Consistency Over Intensity – A little progress every day beats bursts of effort followed by burnout.
  

• Resourcefulness Over Resources – You don’t need more; you need to make the most of what’s already there.

ROLE RESPONSIBILITIES

NEW ACCOUNT KICKOFF AND PLACEMENT

After Sales closes a deal, the Specialist takes it from there. This is the first experience the client has with us, where we gain further clarity on what their needs and pain points are. We also define the strategy on how to find this person and what to do immediately after they’re getting hired.

• Receive account handoffs from Sales and review client history, goals and pain points to gather context from this new account

• Run kickoff calls as a consultant, not just a listener: help clients define the role profile, set clear expectations, and design a realistic 30/60/90 day plan for the new assistant

• Partner with Talent Acquisition to align the candidate search with what the client actually needs

• Support clients through the hiring decision by presenting candidates and explaining the fit

NEW ASSISTANT ONBOARDING

The first 90 days are the hardest part of any placement. The Specialist’s job is to coach both sides through this adaptation period, helping the executive trust the process and pushing the assistant to take initiative and have quick wins. The Specialist owns this period for every account in their book.

• Provide direct onboarding support to assistants: context, structure, tools, and expectations from day one

• Coach assistants through the ramp-up period on communication style, proactivity, and hitting their milestones, with additional support tailored to the specific demands of their role

• Lead structured follow-ups with both clients and assistants helping them hit their milestones at the 30, 60, and 90-day marks, and onward

• If any red flags or issues arise, come up with strategies on how to tackle each situation

• Track onboarding progress using metrics such as delegation percentage, hours reclaimed, and CSAT scores

• Offer additional coaching, resources, or documentation to assistants who need extra support ramping up

ONGOING RELATIONSHIP MANAGEMENT

After the first 90-days and the account has stabilized, the Specialist keeps it healthy through consistent contact, early problem detection, and genuine relationship-building.

• Own a consistent check-in cadence with clients and assistants across the assigned book of business

• Identify friction, blockers, or misalignments early and address them before they escalate

• Coach assistants when performance, communication, or output quality needs adjustment

• When a relationship is struggling, get to the root of it. That includes having honest conversations with both the client and the VA about their role in the dynamic

• Maintain accurate account health scores and surface at-risk accounts to the Head of Customer Success

• Document all key relationship updates, decisions, and next steps in the CRM after every interaction

RETENTION

In any services business, it’s easier to keep your clients than getting new ones. In order for us to grow, our number one priority is keeping our current clients, and for us to do that, we need to make sure clients are having success with the people that we’re finding for them.

• Recognize early signs of client dissatisfaction or assistant disengagement and respond with a plan

• Work directly with assistants on performance issues before escalating to replacement discussions

• Support the replacement process in line with METEOR's Lifetime Replacement Guarantee when needed

• Run structured exit interviews for any client who cancels, and bring those insights back to the team

• Track churn rate, activation milestones, and account recovery outcomes for the assigned book

EXPANSION

With the constant touchpoints the Specialist has with both the client and the assistant, there are signals that we need to look out for, like bandwidth or new gaps opening up in the growing business. The job is to catch these early and bring the right recommendation to the table before the client even has to ask.

• Track assistant utilization and client workload to identify accounts nearing capacity

• Surface expansion opportunities to the Head of Customer Success and coordinate with Sales on timing and approach

• Pitch additional assistants when the data and relationship support it

• Collect testimonials and referrals from highly satisfied clients

• Manage communication with accounts segmented by expansion readiness

Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.

ROLE QUALIFICATIONS

REQUIRED QUALIFICATIONS

• Minimum 2 years of experience as a Virtual Assistant or Executive Assistant role

• Proven experience managing long-term client relationships and maintining trust over time

• Strong client relationship and communication skills (verbal and written)

• Experience coaching or supporting assistants, junior team members, or direct reports

• Ability to manage multiple accounts and prioritize based on risk and opportunity

• Experience advising, coaching or consulting clients

• Experience with reporting, dashboards, and account health tracking

• Proficiency with tools like Notion, CRMs, or customer success platforms

• Comfortable using AI tools to improve efficiency without sacrificing relationship quality

• High emotional intelligence and the ability to navigate difficult conversations with care

• Must have own webcam, microphone, and computer (relevant software and subscriptions provided)

• Excellent English verbal and written language proficiency (C2 in CEFR Scale)

• Access to a quiet work area at home with reliable internet (100 Mbps or more)

PREFERRED ("NICE-TO-HAVE") QUALIFICATIONS

• Experience in Customer Success

• Experience working with U.S.-based clients or remote-first teams

• Background in training or coaching assistants or junior staff

• Experience in startup or high-growth environments

• Basic understanding of talent acquisition, onboarding, or HR processes

ROLE SPECIFICATIONS

• Base Salary: Q12,000 per month

• Additional Compensation:

  • Performance bonuses: Up to Q1,500 based on KPI attainment

  • Client expansions: $400 per closed deal, paid 30 days after role starts

• Role type: Full-time.

• Location: Guatemala (Remote - Work from home).

• Schedule: Monday–Friday 8:00 AM–5:00 PM

RECRUITING PROCESS

• Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.

• Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.

• Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company.

• Hiring Manager Final Interview: This is a 30 min - 60 min conversation with the position’s Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.

The entire process usually takes anywhere between 2-4 weeks to complete depending on the seniority of the position.

CONTACT US

If you have any questions or run into any complications while submitting your application, please reach out to:

recruitment@trymeteor.com

+502 5539 4822