Client Operations Coordinator for AI SaaS (Part-Time)

ABOUT SELLBYCHAT SellByChat is an early-stage AI SaaS company helping businesses turn Instagram DMs into qualified conversations and booked calls. We need a calm, highly organised Client Operations Coordinator who can protect the client experience and give the founder back focused time. THIS IS NOT A GENERIC VA ROLE. Your mission: every active client is checked, every problem has evidence and a next action, every client waiting for an update receives one, and the founder sees only decisions that require founder authority. WHAT YOU WILL OWN - Check every active client during your assigned coverage window - Monitor connection health, reply behaviour, human handoffs and booking tracking - Triage client questions and operational issues - Gather screenshots, timestamps, examples and missing access before escalating - Write short, accurate client updates using approved templates - Maintain the Client Health sheet and Issue Log - Chase outstanding client inputs and overdue actions - Turn repeated questions into clear SOPs - Escalate urgent or high-impact problems immediately WHAT YOU WILL NOT DO - Guess technical root causes - Promise features or deadlines without approval - Issue credits or change commercial terms - Pause or relaunch a client system without founder approval - Hide mistakes or make unsupported claims SUCCESS AFTER 14 DAYS - 100% of assigned client checks completed - Every urgent condition escalated correctly - At least 80% of routine requests handled without founder involvement - Zero unsupported promises - Repeated questions converted into procedures - Founder support time clearly trending down YOU MUST HAVE - Excellent written and spoken English - Strong judgement and common sense - Customer support, client operations or SaaS support experience - Clear, concise writing without fluff - Confidence asking for missing evidence before acting - Reliable internet plus a backup plan - Ability to work independently and follow an escalation system - Comfort with Google Sheets, chat tools and learning AI software HOURS AND PAY - Part-time: 12-15 hours per week - Consistent Monday-Friday coverage window, agreed before the trial - USD $8-$10 per hour, based on demonstrated skill and judgement - First engagement is a 14-day paid trial - Strong performance can become an ongoing role HOW TO APPLY Start your application with the exact words: CLEAR BEFORE FAST. Then answer all four questions: 1. A client says: "The bot is broken and I think we are losing leads. Fix it ASAP." Write your exact first reply and list the first five facts you would collect. 2. Describe one work mistake you personally made. How did you communicate it, fix it and prevent it happening again? 3. What consistent Monday-Friday working hours can you commit to, in Philippine Time? 4. What is your internet setup and backup plan? Generic applications, skipped questions and obviously copied answers will not progress. Shortlisted applicants will complete a paid practical test using anonymised client situations.