Virtual Assistant – Customer Communications, Bookings & Operations (Sauna & Wellness)

Work Setup:
- 100% Remote.

Schedule:
- Part-time, 2–3 hours per day, 6 days per week.
- Timezone: UK-friendly (within approximately ±4 hours of UK time).
- Hours: Around 15–20 hours per week, with some weekend coverage.

About the Role:
- We are looking for a reliable and proactive Virtual Assistant to support a growing sauna and cold plunge business in London.
- This role focuses on customer communications, booking management, CRM administration, and daily operations.
- You will be responsible for managing customer inquiries, handling bookings and membership changes, maintaining clear communication guidelines, and improving existing processes.
- You will also help manage Instagram inquiries and partnership requests.
- The ideal candidate has strong written English, hands-on experience with booking platforms or CRMs, and the ability to work independently while knowing when to escalate concerns.

Customer Support & Booking Management:
- Monitor and respond to customer emails and Instagram DMs several times a day.
- Manage bookings, reschedules, cancellations, discounts, credits, vouchers, and membership changes.
- Maintain accurate session schedules, pricing, and booking capacity.
- Handle customer concerns professionally and escalate sensitive or unclear cases to the founders when needed.

CRM & Process Improvement:
- Learn and manage the booking platform, including customer communications, memberships, and payments.
- Create and maintain a customer communication rulebook in Notion.
- Update automated booking confirmations, reminders, and follow-up messages to reduce repetitive customer inquiries.
- Develop templates and saved replies for common customer questions.
- Identify opportunities to improve workflows and make better use of platform features.
- Contact software support teams and troubleshoot platform issues when necessary.

Partnerships & Social Media Support:
- Review and organize inquiries from influencers, content creators, and potential brand partners.
- Assist with scheduling social media posts and stories using provided content, as time permits.
- Repost relevant content that tags the business.

Additional Support:
- Once fully settled into the role, help manage the founder’s inbox by identifying urgent messages, drafting replies for approval, and tracking follow-ups.

Requirements:
- Hands-on experience with booking platforms, CRMs, or similar systems, such as Kenko, Mindbody, Glofox, Fresha, Acuity, or HubSpot.
- Excellent written English with a warm, natural, and friendly communication style.
- Experience in customer support, preferably in hospitality, wellness, fitness, spas, boutique hotels, or a similar service-oriented business.
- Strong organizational skills and attention to detail.
- Good judgment when handling customer concerns and knowing when to escalate issues.
- Ability to learn new software quickly and solve problems independently.
- Comfortable using Gmail, Instagram, and Notion.
- Reliable internet connection and availability during UK-friendly hours, including some weekends.

Nice to Have:
- Experience setting up automated emails, customer messaging, or workflow automations.
- Experience managing memberships, payments, and class or session schedules.
- Interest in wellness, saunas, cold plunges, or fitness.
- Experience supporting small businesses or founders.

Location: Remote - Anywhere

Skills required for this job:

• Booking Management
• Operational coordination
• Virtual assistance