Virtual Assistance & Operations

SaaS Virtual Assistant

Trial follow-up, onboarding admin, churn signals and support triage for small SaaS teams.

Book a Call Hire for this

Flat lay illustrating SaaS Virtual Assistant - a virtual assistant desk: weekly planner with handwritten tasks, sticky flags, envelopes.

Who this is for

Bootstrapped SaaS founders
Small SaaS teams with no ops hire
Product-led teams with unworked trials
Founders answering every support ticket themselves

Problems solved

- Trials expire with no human follow-up
- Onboarding depends on the founder's memory
- Failed payments go unchased
- Support and sales context live in separate places

What I handle

Trial signup follow-up and activation nudges

Onboarding checklist per account, tracked to completion

Support inbox triage with escalation rules you approve

Failed payment and dunning follow-up

Churn and downgrade logging with reason codes

CRM and billing record hygiene

Deliverables

✓ Trial follow-up sequence running daily
✓ Onboarding tracker per account
✓ Triaged support inbox with response SLA
✓ Weekly activation, churn and dunning report

Tools

HubSpotIntercomStripeNotionGoogle Sheets

Process

01
Map
Document the trial, onboarding, support and billing paths as they exist today.
02
Systemise
Turn each path into a checklist with an owner and a response window.
03
Run
Daily execution across trials, inbox and dunning.
04
Report
Weekly numbers on activation, response time and recovered revenue.

Example workflows

- Trial day 1, 3 and 10: activation nudge, then a human check-in before expiry
- Failed payment: staged retry outreach, escalate before cancellation
- Churn: reason code logged, pattern reviewed monthly

KPIs I track

Trial-to-paid conversionActivation checklist completionFirst-response timeRecovered failed payments

Frequently asked

Do you handle technical support?

I triage, answer anything covered by your docs, and escalate real technical issues to your team with the detail already gathered.

Can you work inside our billing system?

Yes, with read and limited action access. Refunds and pricing changes stay with you unless you explicitly delegate them.

Is this a fit pre-revenue?

Usually not. It pays off once you have enough trial or support volume that follow-up is slipping.

Customer Support Admin

Ticket triage, first responses, and SLA discipline.

Client Onboarding Support

New clients start with clarity, not chaos.

CRM Pipeline Management

A clean, current, trustworthy pipeline you can actually forecast from.

Ready to hand this off?

Tell me a little about your team and this workstream - I'll come back with fit and a starting plan.

Send an inquiry Book a call