Customer Support

Role Overview

We’re hiring a personable, highly responsive Virtual Assistant to support a well-established yoga studio and help launch new online initiatives. This role is primarily focused on customer support (email + text) and day-to-day operational support, with additional responsibilities supporting marketing coordination, an online teacher-training course buildout, and an online merchandise store setup.

The ideal VA is organized, friendly, and proactive—someone who can keep customer

communications timely, maintain systems, and help move multiple projects forward without

needing constant follow-ups.

Core Responsibilities

1) Customer Support & Inbox Management (Primary)

● Respond to customer inquiries via email and text messages in a friendly, professional tone

● Manage the studio phone/text line and ensure timely responses

● Organize customer inquiries, tag/label messages, and escalate issues when needed

● Help create and maintain FAQ-style response templates for common questions

● Assist with setting up automated/AI-assisted text replies (with a “Would you like further assistance?” prompt), while ensuring customers can still reach a real person when needed

2) Marketing & Campaign Coordination

● Assist with organizing and coordinating marketing campaigns and seasonal offers

● Help schedule/promote studio events throughout the year

● Track and organize campaign assets (copy, images, event details)

● Support consistent execution and follow-through on promotions and announcements

3) Online Course Support (Hotmart)

● Support the launch of an online yoga course / teacher-training program hosted on Hotmart

● Upload and organize course content (approx. 60+ videos and supporting documents)

● Format and “clean up” documents (make them professional, branded, and easy to follow)

● Ensure lessons/modules are structured correctly, clearly labeled, and published properly

4) Online Store & Website Coordination (Merch)

● Support the creation of an online merchandise store by acting as a bridge between the owner and the marketing/website team

● Gather and organize product details, photos, and descriptions for upload

● Coordinate with the marketing team to ensure the merchandise page has complete, accurate information

Must-Have Qualifications

• Excellent English communication skills (clear, fluent, easy to understand)
• Warm, friendly, and personable customer service approach
• Highly responsive and dependable (timely replies are critical)
• Strong organizational skills and attention to detail
• Comfortable coordinating multiple projects at once
• Able to work Hawaii Time coverage consistently
• Tech-savvy and able to learn workflows/tools quickly

Nice-to-Have Qualifications

• Interest in wellness/yoga (hot yoga familiarity is a plus)
• Experience in customer support for service-based businesses
• Experience with online course platforms (Hotmart preferred)
• Experience coordinating marketing campaigns or digital promotions
• Experience building templates/automations for customer messaging
• Preference for candidates who are 30+ (maturity/responsibility strongly valued)

Tools & Platforms

• Hotmart (required / must be willing to learn quickly)
• Email + text messaging tools (studio phone line)
• Google Workspace (Docs/Drive) or similar
• Basic marketing tools (posting/scheduling support is a plus)
• Optional: automation/AI tools for quick text replies and FAQs

What Success Looks Like

• Customers receive timely, friendly responses and feel supported
• Studio communications are organized and consistent
• Course content is uploaded, formatted, and published cleanly in Hotmart
• Marketing initiatives and events are executed on schedule
• Merchandise store coordination runs smoothly between owner + marketing team

Start: Part-time (20 hours/week preferred; can scale to full-time later)

Time Zone Coverage Needed: Hawaii Time (HT)

Availability Target: Ideally responsive within business hours, approximately 8:00 AM – 8:00 PM HT (flexible range discussed: 7:00 AM – 9:00 PM HT)

Quick response expectation: aim to reply to texts/inquiries within 10–15 minutes

during coverage hours (or set up an automated response system when live replies aren’t possible)