Senior Executive Assistant (Spanish Bilingual)

• Time Zone: Barcelona, Spain (PST equivalent)

Core Competencies:

• Ethics. Works with integrity; Upholds organizational values.
• Dependability. Follows instructions, responds to management direction; results oriented and committed to achieving objectives and tasks as required.
• Teamwork and Collaboration. Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.
• Professionalism. approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accountable of all actions and decisions.
• Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
• Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

Key Responsibilities

• Daily morning (CET) call with client to:

○ give update/receive tasks also

○ set priorities for the day/week/month

○ to ask questions and

○ give and receive feedback.

This call is “chaired” by the EA and careful preparation is required

Hands-on approach:

• Prepare a detailed call agenda and talking points
• Maintain a running log of tasks, deadlines, and client preferences
• Follow up promptly after each call with summaries and action plans
• Respond promptly and professionally to customer inquiries via live video chat, email, phone, and social media DMs
• Maintain a high level of empathy, accuracy, and customer satisfaction in every interaction
• Use CRM systems to track tickets, customer history, and resolutions
• Make and receive calls using cloud phone systems, particularly OpenPhone
• Assist customers with basic troubleshooting for our mobile apps (iOS and Android)
• Escalate technical issues to relevant departments as needed
• Monitor and manage support queues to ensure timely follow-ups (What does this mean and how is it done?)
• Create or update support documentation as necessary
• Ensure SLAs (Service Level Agreements) and KPIs are met
• Collaborate with other team members for seamless customer support coverage
• Provide feedback on tools, workflows, or customer pain points for continuous improvement
• Ability to work in a fast-paced, deadline-driven environment.

Requirements:

• Excellent communication skills – oral and written in English and Spanish (non-negotiable)
• Proven experience in executive assistance (navigating personal and professional issues)
• Iron-clad Discretion
• Experience using cloud phone systems, especially OpenPhone
• Ability to troubleshoot basic app issues on both Android and iOS and Apple Mac
• Strong multitasking and organizational skills
• Self-starter who can work independently and take initiative (non-negotiable)
• Is not afraid to ask questions. Knows who/when to ask.
• Reliable internet connection and a quiet workspace

Work Schedule:

• VA #1: 10 AM – 2 PM (-4 hour shift) FOR STARTERS
• Note: No work required on official European holidays

We deliver great user experience by deeply understanding what people want and love.

• Suite C, Level 7, World Trust Tower, 50 Stanley St. Central, Hong Kong