HelpGrid

Executive Assistant

• Supervise and provide daily guidance to Virtual Assistants
• Delegate and prioritize assignments based on team capacity
• Act as the first point of contact for questions from the VA team
• Monitor performance and provide coaching to VA team members
• Oversee VA contributions to knowledge systems for accuracy
• Partner with communications and resources manager to identify process gaps

Senior Virtual Assistant

Learning and Development

• Lead, mentor, and develop a team of trainers to deliver engaging, high-impact learning experiences
• Ensure trainers are well-prepared, equipped, and continuously improving their facilitation skills
• Oversee trainer performance through regular feedback, coaching, and performance reviews
• Manage training schedules and ensure timely delivery of onboarding, refresher, and upskilling programs
• Design, manage, and execute training programs for Sales and Customer Support teams
• Partner with Instructional Designers to ensure training materials are accurate, relevant, and aligned with business goals
• Standardize training methodologies and ensure consistency across teams and regions
• Implement post-training evaluations and knowledge checks to measure learning retention and impact
• Collaborate with Sales, QA, WFM, and Operations to identify performance gaps and training needs
• Use data and performance metrics to design targeted learning interventions
• Ensure training initiatives directly improve key metrics such as conversion rates, CSAT, AHT, and QA scores
• Track and report training effectiveness, agent readiness, and ROI of learning programs
• Keep training programs agile and responsive to evolving business needs
• Introduce innovative learning techniques and technologies to increase engagement and retention
• Support change management initiatives by ensuring teams are trained on new processes, policies, and systems
• Streamline training operations for efficiency without compromising quality or learner engagement.

Training Manager

Recruitment

• Lead and develop a distributed team of recruiters across multiple regions and time zones.
• Build and implement a comprehensive talent acquisition strategy aligned with business goals.
• Partner with leadership to forecast hiring needs, plan pipelines, and ensure timely delivery of top talent.
• Oversee the full-cycle recruitment process for technical, sales, customer support, and operational roles.
• Ensure a world-class candidate experience that reflects HelpGrid’s culture of care and performance.
• Standardize job descriptions, interview frameworks, and evaluation processes across departments.
• Develop key recruitment metrics and dashboards (e.g., time-to-fill, cost-per-hire, recruiter productivity).
• Track, analyze, and communicate performance data to guide decision-making.
• Introduce technology, automation, and process improvements to enhance team efficiency.
• Work closely with department heads and hiring managers to understand team needs and role success profiles.
• Align recruiting efforts with business priorities and operational timelines.
• Expand sourcing strategies into new regions and talent markets.
• Evaluate sourcing channel performance and optimize based on quality-of-hire outcomes.
• Champion diversity, equity, and inclusion across all hiring practices.

Talent Acquisition Manager

Account Manager

• Act as the main point of contact for assigned clients, building strong, trust-based relationships.
• Understand each client’s business goals and identify opportunities to generate additional revenue for both the client and HelpGrid.
• Respond promptly to client inquiries across multiple communication channels (email, Teams, Telegram, Slack, WhatsApp, and calls).
• Multitask effectively between client accounts, projects, and internal systems in a fast-paced environment.
• Investigate and resolve issues by researching in our back-office systems and collaborating with other departments as needed.
• Actively listen to clients to fully understand their needs, preferences, and challenges.
• Monitor and analyze account performance to spot trends, risks, or opportunities for improvement.
• Manage client expectations professionally and follow through on all commitments.
• Partner cross-functionally with sales, operations, and technical teams to ensure seamless execution and high client satisfaction.
• Deliver reports, updates, and insights that highlight client performance and ROI.
• Consistently exceed client expectations through professionalism, accuracy, and proactive problem-solving.

Account Manager, Sales

Customer Support

• Respond to customer inquiries through phone, chat, and email in a professional and empathetic manner.
• Resolve customer concerns efficiently, ensuring each issue is handled with care and accuracy.
• Maintain a deep understanding of company products and services to deliver informed assistance.
• Investigate and troubleshoot issues, coordinating with internal teams for timely resolutions.
• Partner with Sales, QA, and Operations to align service delivery with company goals.
• Meet or exceed performance metrics related to customer satisfaction, quality, and response times.

Customer Service Representative

Financial Planning and Analysis

• Develop and maintain financial models and pro formats to forecast revenue and expenses.
• Provide detailed spending breakdowns by division and ensure alignment with approved budgets.
• Identify cost-saving opportunities and monitor budget compliance across departments.
• Deliver variance analysis and clear commentary on performance trends and key drivers.
• Support management in creating, monitoring, and adjusting divisional budgets.
• Track allocations and spending limits to ensure resources are used efficiently.
• Partner with department heads to recommend strategic budget adjustments.
• Produce monthly and quarterly budget-to-actual reports with actionable insights.
• Analyze employee compensation structures, bonuses, and commissions.
• Refine incentive programs to align with company performance goals.
• Conduct market benchmarking to maintain competitive pay and retention.
• Prepare ad hoc analyses, reports, and business cases to support decision-making.
• Build financial models for new client opportunities, investments, and initiatives.
• Provide data-driven insights on costs, profitability, and return on investment.
• Ensure leadership understands financial implications before major commitments.
• Design and implement efficient financial workflows, reporting, and forecasting systems.
• Automate recurring tasks and enhance data accuracy using tools like Power BI or ERP systems.
• Maintain compliance with internal controls, policies, and external requirements.
• Partner with Operations, Sales, and other business units to align financial planning with strategy.

Financial Business & Planning Analyst

Sales

• Coordinate with fulfillment partners to collect all required data and assets for new offers.
• Integrate new offers into ClickCRM, run test abandoned carts, and ensure everything functions properly before launch.
• Monitor integrations proactively and resolve any technical or process-related issues promptly.
• Assist in preparing and maintaining detailed client account reports.
• Analyze data to identify trends, growth opportunities, or challenges impacting client performance.
• Continuously improve account management procedures for greater efficiency and transparency.
• Develop and document new systems and workflows to support evolving business needs.
• Provide account coverage when the primary Account Manager is unavailable, maintaining consistent service quality.
• Review daily account reports, flag anomalies, and suggest actionable improvements.
• Collaborate across departments to streamline communication and workflow.
• Share updates, insights, and feedback with the broader account management team to keep everyone aligned.
• Support Account Managers by screening and reviewing client calls to assess service quality.
• Track and evaluate the performance of new offers during their first 30 days and identify areas for optimization.
• Draft and execute action plans to boost offer performance and client satisfaction.
• Maintain accurate, up-to-date account records to ensure data integrity and easy accessibility.

Account Support, Sales

Brand Manager

• Define and communicate a clear, compelling brand narrative that highlights HelpGrid’s innovation, results, and impact.
• Shift external perception from 'call center' to 'revenue acceleration partner.'
• Secure media, PR, and speaking opportunities that showcase our thought leadership.
• Partner with leadership to create visibility on industry stages and within key communities.
• Develop high-quality content such as blogs, press releases, case studies, and social posts.
• Turn client success stories into measurable impact narratives using before-and-after metrics and ROI data.
• Keep the company website updated and aligned with our growth story.
• Support executives and team members with guidance for effective LinkedIn and social media presence.
• Build campaigns that highlight HelpGrid as a great place to work.
• Promote team wins, culture moments, and values internally and externally.
• Partner with HR and Operations to strengthen recruitment marketing and employee engagement initiatives.
• Manage freelancers or junior contributors in design, content, or social execution.
• Maintain and own the marketing calendar to ensure consistent campaign delivery.
• Track and report marketing performance metrics such as engagement, press visibility, and inbound lead growth.

Brand Marketing Manager

Human Resources

• Partner with the Head of Culture and business leadership to design and implement HR strategies
• Anticipate workforce needs and ensure recruitment, retention, and development plans
• Drive initiatives that enhance engagement, productivity, and career development
• Oversee day-to-day HR operations, including onboarding and performance management
• Conduct HR audits to ensure compliance with policies and legal requirements
• Collaborate on engagement, recognition, and well-being programs
• Provide data-driven insights and recommendations to leadership
• Mentor and guide HR team members for professional growth

HR Manager

Accountant

• Prepare and deliver accurate P&L, Balance Sheet, and Cash Flow statements on a monthly, quarterly, and annual basis.
• Ensure compliance with GAAP and group accounting policies.
• Manage account reconciliations and resolve discrepancies between financial and operational data.
• Oversee accounts receivable, accounts payable, payroll, and expense management.
• Ensure timely and compliant delivery of end-of-year tax returns (e.g., 1099s, W8s) and handle sales tax/VAT requirements in both U.S. and international contexts.
• Partner closely with the CEO and management team to provide clear, actionable financial insights.
• Conduct variance analysis and identify key drivers behind performance trends.
• Support budgeting, forecasting, and cash flow planning in alignment with group finance.
• Proactively highlight financial risks and opportunities, ensuring leadership is equipped for data-informed decisions.
• Assess and improve existing financial workflows, approval systems, and reporting tools.
• Automate repetitive accounting processes to improve accuracy and speed.
• Ensure full compliance with internal controls, policies, and external regulations.
• Establish clear and efficient communication channels between the subsidiary and central finance, escalating issues when necessary.
• Act as a cultural anchor, embedding financial discipline, transparency, and accountability into the organization.
• Mentor and guide team members where applicable, fostering continuous improvement and ownership.
• Uphold ethical standards and collaborative behavior when engaging with both divisional and group colleagues.