Virtual Assistant – Customer Support, Sales & Operations

We are looking for an experienced remote operations professional who enjoys solving problems, making decisions, and keeping a fast-moving business running smoothly.

Maple Maids is a growing residential cleaning company serving customers in Canada. We have built detailed SOPs, training systems, automation, and operational playbooks.

This role is ideal for someone who wants to grow into a senior operations position as the company expands.

This is not an entry-level remote position. You must have experience working remotely for international companies and be able to work independently without constant supervision.

WHAT YOU’LL DO

Customer Sales

• Answer inbound calls from Canadian customers
• Provide quotes using our pricing system
• Handle common objections professionally
• Confidently ask customers to book

Scheduling and Dispatch

• Manage a changing daily schedule
• Coordinate with cleaning teams by phone and text
• Resolve scheduling problems when cleaners are unavailable or appointments change
• Help ensure jobs are completed on time and according to company standards

Customer Support

• Respond to customer inquiries by phone, email, and SMS
• Resolve customer concerns professionally
• Maintain clear and detailed notes in our CRM
• Escalate major issues when necessary

Recruitment Support

• Review cleaner applications
• Conduct initial screening interviews
• Schedule interviews with qualified candidates
• Help maintain an active hiring pipeline

WHAT WE’RE LOOKING FOR

We value judgment, communication, accountability, and ownership.

2+ Years of International Remote Experience Required

You must have at least two years of experience working remotely for companies based in Canada, the United States, the United Kingdom, Australia, or New Zealand.

Excellent English

You must have:

• Fluent spoken English
• Excellent written English
• A clear and professional phone presence suitable for Canadian customers

Independent Judgment

You should investigate problems, follow SOPs, and attempt reasonable solutions before escalating issues.

Sales Confidence

You should be comfortable:

• Discussing pricing
• Handling objections
• Asking customers to book

Reliable Remote Setup

You must have:

• High-speed fibre internet
• LTE or mobile backup internet
• UPS or inverter backup power
• A reliable computer
• A quality headset
• A quiet workspace suitable for customer calls

AVAILABILITY

This is a full-time position.

You must be available during Canadian Eastern Time business hours, including both EST and EDT.

HOW TO APPLY

Applications that do not follow these instructions will not be reviewed.

Email your application to: hiring@maplemaids.ca

Use this subject line: Remote Operations Specialist - Maple Maids - [Your Favourite Colour]

Example: Remote Operations Specialist - Maple Maids - Blue

Include all of the following:

1. TWO-MINUTE LOOM VIDEO

Minute 1:

• Introduce yourself
• Describe your remote work experience
• Tell us which international companies or markets you have supported
• Show your home office setup, including your computer, headset, internet, and backup power

Minute 2:

Role-play a customer call.

The customer says:

“I would like to book, but your prices seem expensive.”

Handle the objection and ask for the booking.

2. OPERATIONS SCENARIO

A cleaner calls 90 minutes before a recurring appointment and says they cannot attend the job.

Explain:

• What you would do first
• Who you would contact
• How you would communicate with the customer
• When you would escalate the issue to a manager

3. CRITICAL THINKING SCENARIO

Imagine you have worked at Maple Maids for several months and have access to our CRM, calendar, customer messages, and team communication.

Your manager sends this message:

“Check on Goodwood.”

Before asking for clarification, explain the first three places you would check and what information you would expect to find in each.

INCLUDE THESE DETAILS

• Your current location
• Your earliest available start date
• Your expected hourly rate in USD
• Confirmation that you can work Canadian Eastern Time business hours

WHAT WE OFFER

• $7.00-$10.00 USD per hour, based on experience and demonstrated ability
• Payment through Wise in ZAR at the applicable exchange rate
• Performance bonuses
• Detailed training and documented SOPs
• Long-term, full-time remote work
• Opportunities for increased responsibility and career growth

WHY JOIN MAPLE MAIDS?

We are not looking for someone who only answers emails or follows a checklist.

We are looking for someone who takes ownership, communicates professionally, solves problems, and wants to become an important part of the company.

We hire for the long term.

Job Type: Full-time

Pay: R115,00 - R165,00 per hour

Application Question(s):

• Have you worked remotely for a company based in Canada, the United States, the United Kingdom, Australia, or New Zealand for at least two years?
• Do you have all of the following: reliable fibre internet, backup mobile internet, and a UPS or inverter that allows you to continue working during power outages?
• This role requires you to complete the full application instructions in the job description and email them to hiring@maplemaids.ca when you apply. Are you willing to do this?

Work Location: Remote