Babyem is a UK-based e-learning company with 12 years of experience delivering world-class accredited courses for newborn care professionals β including holistic sleep coaches, maternity nurses, and postnatal support specialists. With courses authored by leading experts (many of whom have written the definitive books in their fields) and holding one of the highest accreditations in the industry through the Open College Network (OCN), London, Babyem is trusted by practitioners across 42 countries worldwide.
We are entering an exciting phase of growth β scaling from ~200 to 400 active students and expanding our course portfolio. To support that growth, we're looking for a highly capable, self-directed Virtual Assistant to own the student experience end-to-end: from answering support tickets and managing accreditation admin, to coordinating our maternity nurse placement scheme and maintaining our student community spaces.
This is not a task-ticking role. You'll be joining a small, fast-paced, trust-based team that operates on a no-micromanagement model. We expect you to not only follow processes, but to improve them. If you notice something that could be done better, we want to hear it. If you're the kind of person who asks a smart, clarifying question rather than making an assumption, takes pride in getting the details right, and genuinely enjoys owning their area of work, this role was built for you.
β’ Student Support & Helpdesk Management β Serve as the primary point of contact for all student inquiries via Freshdesk β including technical issues (platform access, login problems), billing questions, course information, and general support. Maintain a 24-hour maximum response time, build and maintain a robust FAQ library, and monitor the support queue daily to ensure nothing falls through the cracks.
β’ Course & Accreditation Administration β Maintain accurate course trackers, ensure all course material links and resources are current and organized, and manage student coursework submissions to the Open College Network (OCN) accreditation portal. This is compliance-sensitive work β our students earn official credentials through this process, and precision matters.
β’ Maternity Nurse Placement Coordination β Support our placement scheme by facilitating introductions between qualified maternity nurses and host families, coordinating logistics, following up with both parties after placements, and collecting feedback to ensure a smooth, professional experience on both sides.
β’ Payment Follow-Up β Monitor for failed student payments and proactively reach out to affected students with alternative payment options, personalized support, and resolution pathways β including via WhatsApp where appropriate. Keeping students enrolled and informed is a key part of this responsibility.
β’ SOP Creation & Process Improvement β Document processes clearly in Notion as you learn them, and actively look for opportunities to streamline workflows. We want you to come to us with ideas β your perspective on how we can operate more efficiently is genuinely valued. Ownership and initiative are rewarded here.
β’ Student Community Management β Maintain and moderate Babyem's student Facebook groups: ensuring scheduled posts go live, that no student question goes unanswered, and escalating to tutors when their input is needed. You're the connective tissue between our students and our expert team.
β’ Email & Student Communication Support β Assist with sending student communications through ActiveCampaign, including announcements, course updates, and onboarding emails. Ensure messaging accuracy and maintain clean student lists when required.
β’ Internal Coordination Support β Assist in coordinating communication between students, tutors, and the Babyem team β ensuring queries are routed correctly and that tutors are notified when their input is required.
Required:
β’ Proven experience in customer service, helpdesk, student support, or administrative coordination roles
β’ Hands-on experience with helpdesk/ticketing tools β Freshdesk, Zendesk, or equivalent
β’ Strong proficiency with Google Sheets, Notion, Asana, and Gmail or Outlook
β’ Exceptional written and spoken English β C1 level minimum; confident communicating with students, tutors, and partner organizations
β’ Meticulous attention to detail, especially for compliance-related documentation and data accuracy
β’ Comfortable working independently with minimal supervision β proactively flags issues and communicates progress without being prompted
β’ Available full-time (40 hrs/week), MondayβFriday, during UK / Central European business hours
β’ Stable, high-speed internet connection β Zoom calls and screen sharing are a daily requirement (this is non-negotiable)
β’ Based in the Philippines or Latin America
β’ Experience with CRM platforms such as Active Campaign or HubSpot for campaign/bulk email management
β’ Familiarity with WordPress for course platform administration
β’ Background in e-learning, education administration, or student-facing support roles
β’ Prior experience supporting UK, European, or US-based clients
β’ Excellent written and spoken English β clear, professional communication with students is essential
β’ Strong initiative β you proactively identify problems and suggest improvements
β’ Comfort with AI tools β we actively use AI to improve workflows and efficiency
β’ High reliability and ownership mindset β you take responsibility for your work and follow tasks through to completion
β’ Attention to detail β small errors in student data or accreditation submissions are not acceptable in order to maintain the current quality standards
β’ Hours: Full-time, 40 hrs/week
β’ Schedule: MondayβFriday, UK / Central European business hours
β’ Work Arrangement: 100% Remote
β’ Compensation: $1,200β$1,500 USD/month, based on experience
β’ Engagement Type: Independent Contractor
β’ Location: Philippines or Latin America
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Check out our open positions here: ltginvestments.com/careers
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Check out our open positions here: ltginvestments.com/careers