Class Concierge - Virtual Classroom & Student Support (Remote)

About the Role We're looking for a Class Concierge who enjoys helping people, solving problems, and keeping things organized behind the scenes. This role combines live class support, customer service, and operations, making it a great fit for someone who genuinely enjoys creating an exceptional experience for others. As our Class Concierge, you'll be the friendly, reliable presence supporting both students and instructors during our live online classes. You'll help create a welcoming environment for students while also making sure every session runs smoothly from an operational standpoint. Some days you'll be answering student questions in Zoom, while other days you'll be updating class materials, following up on student requests, organizing information, or helping coordinate behind-the-scenes logistics. What You'll Do *Be the "concierge" for assigned live online classes and workshops - the friendly, reliable presence in the (virtual) room. *Engage with students during sessions, responding to questions in real time to ensure they feel supported and connected. *Support instructors and mentors with technical and operational needs (e.g., managing Zoom, troubleshooting a student's audio issue, and timekeeping cues). *Post announcements, session recordings, and class updates with accuracy and care. *Track attendance and share insights with our internal team. *Follow up on logistical issues and student concerns to keep the experience smooth and stress-free. *Be available 1 hour before classes for preparation tasks. What We're Looking For We're looking for someone who is: *Exceptionally organized and detail-oriented. *Warm, professional, and genuinely enjoys helping people. *Calm under pressure and comfortable at multitasking. *A proactive problem solver who notices issues before they become bigger problems. *A fast learner who enjoys mastering new systems and workflows. *Comfortable working independently while communicating closely with a remote team. *Reliable, dependable, and able to follow through consistently. Qualifications Required: *Fluent English (spoken and written). *Excellent written and verbal communication skills. *Strong internet connection. *Comfortable using Zoom and learning new software. *Ability to multitask while maintaining attention to detail. *Comfortable working weekend and evening hours (our classes generally run between 7:00 PM and 11:30 PM Eastern Time, with preparation beginning about one hour beforehand). *Customer service experience. *Familiarity with Google Workspace, Slack, or similar collaboration tools. Preferred (but not required): *Experience supporting live online events or virtual classrooms. *Comfortable with public speaking for possibly hosting live events. Technical Requirements *Reliable high-speed internet connection. *Quiet workspace suitable for video meetings. *Computer capable of running multiple applications simultaneously. *Webcam and quality headset with microphone. Why Join Us? Jacob Krueger Studio is more than a school — it's a creative community that helps writers around the world find their voices. As part of our team, you'll play a vital role in shaping that experience. You'll collaborate with a passionate, supportive group of people who care deeply about storytelling — and about each other. You'll also have the chance to grow with us, take on more responsibility, and expand your role over time. Training Every new team member receives structured onboarding and hands-on training designed to help you learn our systems, workflows, and class operations with confidence. Trial Period This position begins with a paid one-month trial period. During this time, you'll receive hands-on training, work alongside our team, and gradually take ownership of the responsibilities of the role. At the end of the trial period, we'll evaluate together whether the position is the right fit. Our goal is to make sure you feel confident in the role while ensuring it's a great long-term match for both you and Jacob Krueger Studio. How to Apply To apply through Upwork, please submit: *Your resume. *A short video (around one minute) introducing yourself and telling us why you'd be a great fit for this role. This doesn't need to be professionally produced — we simply want to get to know you. *Your general weekly availability, particularly during weekend and evening hours in Eastern Time. Application Instructions To ensure a fair and organized hiring process, all applications must be submitted through Upwork. We aren't able to consider applications sent through other channels. Please also remember to include the requested one-minute introduction video as part of your application. Applications submitted without the video won't be considered. We're excited to learn more about you!