Production Support VA

 

Role purpose

 

The Production Support VA takes ownership of each website project from the first draft review meeting, becoming the client’s main point of contact through to go-live and the initial post-go-live support period.

 

The purpose of the role is to reduce the administrative, follow-up and coordination work

currently handled by Project Managers. By taking ownership of projects after the first draft, the Production Support VA helps Project Managers spend more time completing briefs and

progressing new projects, while ensuring existing projects continue moving efficiently towards go-live.

 

The role works closely with Project Managers, Implementors and other VAs, but is responsible for driving the project forward once the first draft has been presented.

 

Key responsibilities

 

First draft handover

• Attend the first draft review meeting alongside the Project Manager.
• Take detailed notes of all client feedback, requested changes and outstanding
• requirements.
• Confirm the agreed list of changes with the client in writing after the meeting.
• Clearly record agreed changes so there is a documented scope for the post-draft stage.
• Take over as the client’s primary point of contact following the first draft meeting.
• Keep the Project Manager informed where required, without relying on them to manage routine follow-up.

 

Post-first-draft changes

• Take ownership of coordinating all agreed changes following the first draft.
• Complete straightforward website changes directly where appropriate.
• Liaise with Implementors and other VAs for changes that need to be completed by
• another team member.
• Check that all requested changes have been completed accurately.
• Communicate progress and completed updates directly with the client.
• Manage further feedback and keep the project moving towards approval.●
• Identify when client requests fall outside the agreed scope and escalate these
• appropriately.

 

Client follow-up and project chasing

• Take responsibility for client follow-up from first draft through to go-live.
• Chase outstanding content, images, approvals, feedback and other project
• requirements.
• Arrange and attend client calls or meetings where needed.
• Send clear and professional follow-up communications.
• Keep accurate records of client communication, outstanding actions and agreed
• changes.
• Proactively identify stalled projects and take action to move them forward.
• Escalate issues rather than allowing projects to remain inactive.

 

Escalation to the Project Manager

 

The Production Support VA should escalate a request or situation to the Project Manager when:

• The client requests work outside the original scope, such as additional pages, services
• or new website features.
• A request may represent an additional sales opportunity.
• The client asks for significant changes to headings, SEO-focused copy, keywords or
• page structure.
• The client requests a significant change to the approved website design or layout.
• The requested change may affect the agreed strategy or performance of the website.
• The client is unhappy, frustrated or expressing dissatisfaction.
• The VA is unsure whether a request should be completed within the existing project
• scope.
• A decision requires commercial, strategic or relationship management input.

 

The VA should not approve, decline or quietly complete significant out-of-scope requests without escalating them.

 

Go-live preparation

• Run the required go-live checklist for websites that are ready to launch.
• Ensure required production, SEO, tracking and technical tasks have been completed.
• Identify missing items or issues and coordinate with the appropriate team member to
• resolve them.
• Complete straightforward technical go-live tasks where appropriate.
• Confirm that the website is ready for launch.
• Escalate technical or project issues where necessary.
• Help ensure websites move from approval to go-live without unnecessary delays.

 

CMS and technical support

• Work confidently within the Web Genius CMS.
• Complete routine website content, image, link and page updates.
• Understand basic website structure and identify common CMS or website issues.
• Assist with website go-live technical tasks.
• Update and check domain DNS zone records.
• Be comfortable working with common A, CNAME and TXT records.
• Understand the importance of retaining existing email-related DNS records when making
• domain changes.
• Carry out domain and DNS changes carefully using established processes.
• Check DNS propagation and identify when a technical issue needs to be escalated.
• Support basic technical troubleshooting during the website production process.

VA coordination

• Act as the main coordination point between the client, Project Manager and VAs during
• the post-draft stage.
• Communicate post-draft changes clearly to the appropriate team member.
• Follow up outstanding internal tasks and ensure work is completed within expected
• timeframes.
• Clarify instructions where needed and reduce unnecessary back-and-forth.
• Identify recurring issues, bottlenecks or process improvements and raise these with the
• Production & Service Manager.

 

Initial post-go-live support

• Remain the client’s main production contact during the agreed initial post-go-live support
• period.
• Manage minor corrections and follow-up changes relating to the completed website.
• Coordinate straightforward post-go-live updates with the relevant VA where required.
• Escalate new work, larger changes or additional requirements to the appropriate team
• member.
• Ensure the client has a clear and smooth handover into ongoing Web Genius support
• once the initial post-go-live period ends.

 

Project administration

• Keep project records, notes and task statuses accurate and up to date.
• Ensure outstanding actions, responsibilities and deadlines are clearly recorded.
• Maintain a clear written record of agreed client changes.
• Help identify projects at risk of delay and take appropriate follow-up action.
• Support other production-related administrative and technical tasks as required.

 

What success looks like

 

Success in this role means:

• The VA confidently owns projects from first draft through to go-live.
• Project Managers are no longer responsible for routine post-draft chasing and
• coordination.
• PM hours per website are reduced.
• Project Managers have greater capacity to complete new briefs.
• Post-draft changes are completed promptly and accurately.
• Clients receive clear, consistent communication.
• Fewer projects stall between first draft and go-live.
• More websites are completed and launched each month.
• Go-live checklists are completed consistently and accurately.
• Routine CMS, DNS and technical tasks can be handled without unnecessary PM or
• developer involvement.
• Out-of-scope work and potential sales opportunities are identified and escalated correctly.

Skills and experience

 

The successful candidate will:

• Have experience working with website CMS platforms and be confident making website updates.
• Have strong general IT and technical troubleshooting skills.
• Have a working understanding of domains, DNS and zone records.
• Be confident updating common DNS records such as A, CNAME and TXT records.
• Understand that DNS changes can affect website and email services and be able to
• follow technical instructions carefully.
• Have strong written and spoken English.
• Be confident communicating directly with clients.
• Be comfortable attending client meetings and calls.
• Be highly organised and able to manage multiple projects simultaneously.
• Be proactive about following up outstanding tasks rather than waiting for instructions.
• Have excellent attention to detail.
• Be able to follow established processes and checklists consistently.
• Be confident identifying when something can be handled independently and when it
• needs to be escalated.
• Be able to recognise scope changes and potential additional work.
• Be comfortable working remotely and collaborating with a distributed team.
• Previous experience in website production, digital marketing, web support or project
• coordination would be an advantage.

 

Working hours and availability

 

Because the role involves direct client communication and participation in first draft review

meetings, the Production Support VA must be available for agreed working hours that overlap with New Zealand business hours.

 

They must be able to:

• Attend scheduled client meetings and calls during New Zealand business hours.
• Respond to client and internal communications within agreed service timeframes.
• Coordinate effectively with the Web Genius production team during the working day.

 

Working relationships

 

The Production Support VA will work closely with:

• Project Managers
• Website Implementors and VAs
• Production & Service Manager
• Developers and technical support where required
• Other members of the Web Genius production and support teams

 

The role is a client-facing production coordination and technical support position, with clear

ownership of projects from first draft through to go-live and the initial post-go-live period.

 

Independent Contractor Perks

• HMO Coverage for eligible locations
• Permanent work-from-home
• Immediate hiring