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Customer Solutions Associate at Hireframe. Team Oversight. • Supervise and support two part-time Virtual Assistants who provide live session support . • Set schedules, communicate expectations, and review task performance . • Serve as the escalation point for scheduling conflicts, technical issues, or coverage gaps . • Jump in to assist with live session support when schedules require overflow coverage Live Research Support (As Needed) . • Join online sessions early to confirm tech readiness for participants and moderators . • Troubleshoot common issues with internet, video, audio, or screen sharing . • Start recordings and monitor session launches for technical success . • Respond quickly to team messages or technical interruptions during sessions UX Tool Troubleshooting & Summarization . • Investigate and document issues within the UX tool (where live sessions are hosted) . • Escalate unresolved or recurring problems to Product or Engineering teams . • Summarize findings in clear, written reports for internal team awareness and follow up Administrative & Operational Support . • Support the Customer Solutions Manager and Associate Director with admin needs . • Assist with internal documentation, scheduling, meeting notes, and follow-ups . • Take ownership of repeatable tasks that free up leadership for higher-level priorities . • Help maintain knowledge base materials and organize process improvements. • Strong spoken and written English – you’ll be supporting internal teams and occasionally clients . • Experience managing or supervising others, particularly remote or part-time workers . • Technical confidence with tools like Zoom, Microsoft Teams, Google Meet, screen sharing, etc. . • Calm and clear communicator under pressure or in fast-moving situations . • Organized and self-motivated, with the ability to juggle multiple responsibilities . • Willingness to learn the platform and internal tools (UX tool, Zendesk, Jira, Confluence) . • Available to work in Eastern Time (ET) hours with up to 2 hours of buffer time. Company Location: Philippines.