Role & responsibilities

Detailed Job Description VirtUp is looking for a Customer Success & Operations Associate to support both users and internal teams.

The role involves:

- Consultant onboarding
- User support
- Community support
- Scheduling
- Internal coordination
- Documentation
- CRM hygiene
- Activation support

The candidate will work closely with:

- PMM Product Manager
- Lifecycle Consultant
- Customer Community
- Growth Team

Core Responsibilities

Consultant Success

- Conduct onboarding calls
- Assist profile setup
- Guide consultation card creation
- Follow up with inactive consultants
- Support activation campaigns Customer Support
- Chat support
- Email support
- Query resolution
- Escalation management Internal Operations
- Schedule meetings
- Coordinate internal workflows
- Update CRM




- Manage documentation
- Maintain records Community Support
- Moderate community discussions
- Support campaign execution Assist event coordination

KRAs KRA 1 Customer Success KRA 2 Operational Excellence KRA 3 Support Responsiveness KRA 4 Community Support KRA 5 Activation Assistance 10. KPIs & Metrics Owned Customer Success Onboarding completion % Consultant activation % Support First response time Resolution time Ticket closure rate Operations Meeting scheduling accuracy Documentation accuracy CRM hygiene score Community Event attendance support Campaign execution support

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