Executive Virtual Assistant (Client Support & Operations)

About OptiTide

OptiTide is a Melbourne-based digital studio that designs, builds, hosts and grows websites for Australian small businesses. We handle everything from web design and development to SEO, Google Business Profiles, social media and fully managed hosting, and we look after our clients through our own client portal and helpdesk. We are a small, fast-moving team, and we pride ourselves on quick, clear and reliable service.

About the Role

We are looking for an organised, dependable Executive Virtual Assistant to work directly with our founder and keep the business running smoothly day to day. You will be the first point of contact for client messages, keep our helpdesk and calendar under control, publish prepared content, and take recurring admin off the founder's desk so the team can stay focused on delivery.

This is an ongoing, fully remote contract role for someone who takes ownership, follows a process carefully, and knows when to ask.

What You Will Do

Client Communication and Support

• Monitor and triage client messages across email, chat and our helpdesk, and make sure every client gets a timely reply
• Reply using our playbook: acknowledge quickly, keep it short and friendly, and confirm once the work is done
• Log every request as a ticket, keep its status up to date, and follow up until it is closed
• Escalate anything technical, billing-related or uncertain to the founder. We never guess an answer for a client

Calendar, Inbox and Founder Support

• Manage the founder's calendar across time zones, book client calls and send reminders
• Keep the inbox organised, flag what needs a decision, and draft replies for approval
• Take notes in client meetings and turn them into clear action items
• Send a short end-of-day summary: what was done, what is waiting, and what needs a decision

Website, Content and Marketing Support

• Upload and format blog posts, images and page text in WordPress and similar website builders from our briefs (no coding required)
• Schedule prepared posts for LinkedIn and Facebook and keep the content calendar on track
• Update Google Business Profile listings, and monitor and flag new reviews and comments
• Create simple graphics in Canva that follow our brand guidelines

Operations and Admin

• Research Australian small businesses from public business directories and build organised lead lists in our CRM or spreadsheets
• Keep client records, project boards and shared files tidy and up to date
• Help prepare invoices and send friendly payment reminders through our billing system
• Write and maintain simple step-by-step guides (SOPs) for every task you take over

What We Are Looking For

• 2+ years of experience as a virtual assistant, executive assistant or client support specialist, ideally with a digital agency, web design, marketing or IT business
• Excellent written and spoken English: clear, concise and professional
• Highly organised, with strong attention to detail and reliable follow-through
• Confident with Google Workspace (Gmail, Calendar, Drive, Sheets) and at least one helpdesk, CRM or project management tool
• Hands-on experience with WordPress and Canva
• Comfortable using AI tools to draft and research, and careful to check every output before it reaches a client
• Security-minded: you use two-factor authentication and a password manager, and you handle client information and logins with complete discretion
• A reliable internet connection with a backup (such as mobile data), backup power, and a quiet place to work
• Able to work a consistent shift that overlaps with Melbourne business hours (about 6:00 am to 2:00 pm Philippine time during Australian daylight saving, and 7:00 am to 3:00 pm otherwise)

Nice to Have

• Experience supporting Australian clients
• Familiarity with SEO basics, Google Business Profile or Google Analytics
• Experience managing LinkedIn or Facebook business pages
• Basic familiarity with website hosting, domains or cPanel

How We Work

• Fully remote, with clear written briefs, checklists and step-by-step guides for every recurring task
• Day-to-day communication by chat and email, with a short daily check-in
• You report directly to the founder, so you get fast answers and direct feedback
• Access to client systems is given only as needed, and a confidentiality agreement is signed before you start

Our Hiring Process

1. Apply on LinkedIn with your resume and answer the short screening questions
2. Shortlisted applicants complete a short written task (about 30 minutes) based on real day-to-day scenarios
3. Video interview with the founder
4. Reference check and offer

Applicant Safety and Privacy

• OptiTide will never ask you to pay a fee, buy equipment or software, or share bank details, passwords or government ID during the application process
• All communication about this role comes through LinkedIn or from an official OptiTide email address
• Your application details are used only to assess you for this role and are never shared outside our hiring team

OptiTide is an equal opportunity employer. We welcome applicants of every background and assess everyone on their skills, experience and fit for the role.