Job Overview

Our client is looking for a proactive Client Experience & Automation Specialist to help build and manage a seamless client journey for an online 1:1 training business.

The successful candidate will help create an efficient system that takes clients from sign-up through onboarding and ongoing communication, while automating repetitive administrative tasks without losing the personal touch.

This role is ideal for someone who is comfortable working with CRM systems, automation tools, client communication platforms, forms, scheduling systems, and workflow management.

The ideal candidate should not only be able to follow an existing process but also identify opportunities to improve and automate the client experience.

Schedule: Monday - Friday, 8:00 AM - 5:00 PM US Pacific Time, with 1 hour unpaid break (40 work hours per week)

Responsibilities:

Client Onboarding

• Develop and manage a smooth client onboarding process from sign-up through to program commencement.

• Prepare and send welcome emails, forms, questionnaires, resources, and onboarding instructions.

• Ensure new clients receive the right information at the right stage.

• Track onboarding progress and follow up on incomplete requirements.

• Create a consistent and professional client experience.

Client Communication

• Manage initial client communication after sign-up.

• Send scheduled reminders, follow-ups, and onboarding messages.

• Maintain regular communication with clients on behalf of the coach.

• Help ensure clients feel supported and engaged throughout their program.

• Escalate questions or concerns to the coach when required.

Weekly Check-ins

• Set up and manage automated weekly check-in processes.

• Send check-in reminders and monitor responses.

• Track clients who have not completed their check-ins.

• Organize client responses and ensure the coach has the information needed to review progress.

• Follow up with clients where necessary.

Systems & Automation

• Map the client's journey and identify opportunities for automation.

• Build and maintain automated workflows for onboarding, reminders, follow-ups, and check-ins.

• Connect different platforms and systems where required.

• Create templates, forms, workflows, SOPs, and automated communication sequences.

• Regularly review the system and recommend improvements to make the backend more efficient.

Client Experience

• Help maintain a high-touch, personalized experience despite the use of automation.
• Identify potential gaps or friction points in the client journey.
• Monitor client engagement and flag clients who may need additional attention.
• Ensure communication remains warm, professional, and aligned with the coach's brand.

Administration & Reporting

• Maintain accurate client records.

• Keep CRM/client management systems updated.

• Track onboarding completion, check-ins, follow-ups, and client status.

• Prepare basic reports or summaries on client engagement when required.

• Document processes so the system can be easily maintained and scaled.

Requirements

• 2+ years of experience in a VA, Client Success, Customer Experience, Operations, or similar role.

• Experience managing client onboarding and ongoing client communication.

• Strong understanding of workflow automation and process management.

• Experience using CRM or client management systems.

• Comfortable setting up automated emails, reminders, forms, and follow-up sequences. 

• Proactive and comfortable identifying ways to improve existing processes.

• Able to create clear SOPs and process documentation.

Strongly Preferred

• Experience working with online coaches, fitness businesses, personal trainers, consultants, or membership businesses.

• Experience with tools such as GoHighLevel, HubSpot, ClickFunnels, Kajabi, Trainerize, TrueCoach, Zapier, Make, Calendly, Google Workspace, Typeform / Jotform, Slack, and Asana / ClickUp / Monday.com.

• Experience connecting multiple platforms through automation.

• Experience designing a customer/client journey from end to end.

• Basic understanding of email marketing and automated email sequences.

• Experience working with recurring client programs or subscription-based services.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.