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About the Role
We’re on the lookout for an experienced Executive Assistant Team Lead who thrives in coaching, mentoring, and developing high-performing support teams. This is your opportunity to step into a leadership role with real impact—helping agents grow while ensuring excellent customer experiences for our clients. As an Executive Assistant Team Lead, you will be responsible for overseeing a team of remote Executive Assistants, ensuring they consistently meet performance standards and deliver exceptional support. You’ll lead through coaching, driving performance, strategic execution, and client-account health. This role is ideal for someone who is people-focused, data-driven, and passionate about building healthy, high-performing teams in a fast-paced E-commerce environment.
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Responsibilities
- Lead, coach, and manage an assigned roster of Executive Assistants using the ALIGN-R framework and root-cause analysis (RCA) to drive performance, strategic execution, and client account health
- Serve as the first point of escalation for client concerns, advising clients on delegation practices while managing roster health and churn risks.
- Monitor activity rates and billable hours via Hubstaff to ensure payroll accuracy, audit readiness, and accurate client billing.
- Partner with HR to handle performance management, accountability actions, and policy compliance documentation.
Ideal Skills
- Direct EA Leadership Experience, minimum of 2-3 years of explicitly managing remote Executive Assistants / Executive Virtual Assistants in a BPO, agency, or remote staffing setup. (General Customer Support or Technical Support TL experience will not qualify.)
- Day-1 Subject Matter Expertise (SME): Comprehensive knowledge of EA workflows (complex calendar management, inbox zero, executive travel, async task management) to coach and evaluate EAs without requiring functional training.
- US Stakeholder & Client Management: Proven experience directly interfacing with US-based founders, executives, and clients -specifically in conducting delegation coaching, resolving escalations, and managing account retention.
- Hubstaff & Billable Payroll Mastery: Demonstrated experience auditing activity metrics, managing billable client hours, and verifying time tracking via Hubstaff (or equivalent) in a billable services setup.
- Graveyard / US Shift Readiness: Fully available and equipped to work US night-shift hours from Day 1.
Qualifications
Technical Requirements
Internet
- DSL, Cable, or Fiber connection (LAN required) – 35 Mbps minimum
- Backup internet connection – 15 Mbps minimum
Hardware
- Laptop/Desktop with Core i5 or Ryzen 5, 8GB RAM minimum
- Desktop or Laptop PC only (no tablets or smartphones)
Power
- Reliable power source with minimal outages
- Backup power source highly recommended
- Backup work location required during power interruptions
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