Student Operations Virtual Assistant
Department: Operations
Employment Type: Contract
Location: Remote - Philippines
Reporting To: Tori Meglio
Compensation: $800 - $1,000 / month
Description
About Bold.orgBold.org is the fastest-growing student scholarship and fintech platform in the U.S. Our mission is Fighting Student Debt — an ambitious goal that will take years to reach.
Day-to-day, we’re a team of dozens, serving a platform of millions, with trillions of dollars in student debt at stake.
We’re innovating at the intersection of fintech, philanthropy, payments, and education, with an obsessive focus on profitable operations, unit economics, long-term engagement, and growth. If that resonates, we’d love to hear from you.
Position Description
The Student Operations Virtual Assistant (VA) is a key member of our support team, responsible for managing our inbound student support inbox via Intercom. You’ll be on the front lines of triaging contact form submissions, drafting and sending replies, tagging and routing requests, and ensuring students get the answers and help they need efficiently and empathetically.
This role is ideal for someone who thrives in a fast-paced, detail-oriented environment and has a strong sense of ownership over communication quality and operational clarity. You’ll work closely with the Awards and Operations team, and report directly to Armi, our Support and Awarding Lead.
Key Responsibilities
Inbox & Communication Management- Monitor and manage our student-facing Intercom inbox.
- Triage and tag incoming support requests based on content and priority.
- Draft and send replies using macros or custom responses in Bold.org’s voice.
- Escalate complex or urgent tickets to the appropriate team member or inbox.
- Close out resolved conversations and maintain an organized inbox.
- Maintain and improve Intercom macros, keeping content relevant and helpful.
- Use Google Sheets to log, update, or monitor student issues or trends.
- Surface common issues, student feedback, or system gaps to the team.
- Collaborate with internal teams to improve support processes and workflows.
- Follow and maintain standard operating procedures (SOPs) with precision.
- Create and update internal documentation as processes evolve.
- Record and share short video walkthroughs or screen recordings for recurring issues.
- Report platform bugs, user feedback, and product gaps clearly and consistently.
- Flag trends and suggest improvements for the student support experience.
- Coordinate with internal teams to streamline donor-related operations and ensure a seamless experience for donors.
- Contribute to team projects and initiatives, providing input on process improvements and operational enhancements.
Qualifications
- 2+ years of customer support or operations experience, ideally at a fast-paced startup.
- Strong written communication skills with a clear, helpful, and empathetic tone.
- Experience using Intercom or a similar support platform (required).
- Comfortable with Google Sheets, Slack, and navigating internal tools.
- Proactive mindset with strong judgment around when to escalate.
- Familiarity with student populations, fintech tools, or education platforms is a plus.
- Clear, empathetic communication
- Ownership and follow-through
- Strong attention to detail and tagging accuracy
- Process-oriented thinking
- Reliable and responsive in a remote environment
Logistics
Location and Time CommitmentWe are a fully remote company and want you to work wherever you are most productive. This full-time role requires availability from Monday to Friday, 9:00 AM to 6:00 PM EST.
Compensation
The salary for this role is $800–$1,000 USD/month, based on skills and experience.