As a Virtual Event Producer, you’ll play a key role in supporting LifeHikes’ line of training programs called Hikes. Aspects of this position are client-facing and require strong communication, customer service, and live technical skills. You will provide technical support during live Hikes, general program support, and encourage participant engagement. This role is entirely remote with availability required during the hours of 1-5 PM GMT and flexible hours preferred. RESPONSIBILITIES Responsible for providing the best customer experience - Support live customer experiences and work to exceed their expectations - Support our Voice of the Customer feedback including definition, collection, analysis and stakeholder visibility Provide fast, easy, and measurable support - Drive customer queries from beginning to end, exceeding shared SLAs - Assist live events by providing technical support including event setup, data entry, coach support, technical issue resolution and virtual breakout room management Work to continuously improve - Consistently look to optimize our ways of working and implement improvements - Develop an extensive understanding of LifeHikes methodology, materials and vision Act as team players who care about success as a whole - Be a mentor and an inspiration to the team through continuous professional development, coaching, training, and feedback - Partner cross functionally on current events and future process improvements to ensure an impressive client experience at each touchpoint - Support company goals including creative ways to evolve our department to best aid in our growth REQUIRED SKILLS AND EXPERIENCE - Skilled technical support enthusiast with strong troubleshooting skills; remains calm under pressure - Experience navigating through multiple technical product environments including Zoom, MS Teams, Microsoft 365 and the desire & ability to quickly learn more - Excellent communication, writing, and problem-solving skills - Highly detail-oriented and organized; able to manage multiple projects/events - Self-motivated and able to work independently with limited supervision - Desire to be part of a fast-paced and evolving work environment - Ability to work flexible hours to accommodate events in different regions/time zones, including early mornings or late evenings. Must be available from 12-16 UTC / 2-6pm CET / 8am-12pm ET regularly. - Experience in customer-facing roles strongly preferred; candidate must be comfortable and proficient speaking on Zoom calls with clients in English - Native or bilingual proficiency in English OTHER REQUIREMENTS - Access to a computer capable of running software packages such as Zoom.us, MS Teams - Access to a strong Wi-Fi connection. - Available iPhone or iPad (compatible with iOS 12 or later) to perform the job. COMPENSATION This is a part-time, hourly contract position paid at a rate of $20/hour. The number of hours will vary based on our client needs.