Virtual Assistant - Clubs Specialist

WHO ARE WE?

Story Time Chess is an award-winning early education company that teaches chess to children from the surprising age of three. By harnessing the power of stories, our curriculum has reached over 150,000 children in homes, schools, and clubs. Children become successful chess players while exploring the foundations of math, strategy, and sportsmanship.

About the role

The Clubs Specialist provides remote administrative, customer service, sales follow-up, and operational support for Story Time Chess Clubs. You keep the backend of our Clubs organized so that our onsite team can focus on children, families, and the in-person club experience.

This role works most closely with our Park Slope Club in Brooklyn, but is built to support the broader Clubs operation as more locations open. Over time you will resolve more and more routine family and administrative requests independently, escalating the complex ones to the Club Coordinator.

Details

• Location: Remote
• Type: Full-time, 40 hours per week
• Schedule: Monday to Friday, 9:30 AM to 5:30 PM US Eastern Time
• Compensation: $5 USD per hour, approximately $200 USD per week
• Reports to: Head of Tutoring & Clubs

Customer service and the club inbox

• Monitor the club email inbox throughout the workday.
• Answer routine parent and family questions warmly, clearly, and quickly.
• Help families understand class schedules, trials, enrollment, camps, and policies.
• Send reminders, confirmations, and follow-ups.
• Escalate complaints, unusual account issues, and anything needing management judgment.
• Keep records clear so family conversations never get lost between team members.

Lead and enrollment follow-up

• Follow up with families who inquire about club programming.
• Manage email follow-up with trial families before and after their visit.
• Chase families who took a trial but have not enrolled yet.
• Work waitlists as spots open and re-engage inactive families through approved outreach.
• Keep accurate records of where every family sits in the enrollment process.
• Flag families who would be better served by a phone call from the Club Coordinator.

Email-based conversion is a core part of this job. Phone-based sales stay with the Club Coordinator, at least at first.

Scheduling and customer accounts

• Learn our scheduling and customer account systems.
• Support trial bookings, class changes, cancellations, and makeup requests.
• Make system updates once trained and authorized, and escalate the rest.
• Keep customer information and account notes accurate.

Rosters, attendance, and club administration

• Prepare and maintain club rosters and class lists.
• Track attendance and chase down inconsistencies.
• Keep trial lists, waitlists, and camp lists current.
• Support school pickup lists and related tracking.
• Make sure onsite staff have what they need before each programming day.

Systems and data

You will work daily in Monday.com, our club email inboxes, our customer account and scheduling systems, rosters and attendance records, trial and waitlist trackers, CRM records, and inventory lists. The job is to keep those records true, consistent, and not dependent on anyone's memory.

Inventory and operational follow-through

• Maintain digital inventory and supply records.
• Take supply and facility needs from onsite staff and carry the paperwork to completion.
• Flag items to order, repair, replace, or escalate.

Who you are

• Highly organized and detail-oriented.
• Strong written English and a warm, professional customer voice.
• Comfortable emailing directly with parents and families.
• Able to learn several software systems and move confidently between them.
• Strong follow-through, able to track many small tasks without dropping any.
• Comfortable working independently, remotely, on US Eastern hours.
• Good judgment about what to handle yourself and what to escalate.
• Comfortable with email-based sales follow-up and encouraging families to enroll.
• Experience in customer service, admin support, scheduling, CRM systems, or remote operations is a plus.

What success looks like

• Families get timely answers to everyday questions.
• Every trial family gets consistent follow-up, and no interested family disappears because nobody called.
• Waitlists, leads, and inactive families are actively worked toward enrollment.
• Rosters, attendance, customer records, and schedules are accurate.
• Onsite staff can hand you an operational need and trust it gets finished.
• Club leadership spends its time on families and program quality instead of backend admin.