Email and chat support
Respond to routine questions using approved information, clarify what the customer needs, and record the next action. Match the role to your channels, writing standards, expected workload, and agreed coverage hours.
Customer service virtual assistants
Keep customer questions moving with a dedicated remote professional and U.S.-based management. Ellareon handles hiring, onboarding, and daily oversight while your team sets the service standards.
Find your professionalServing businesses across the United States
A customer service virtual assistant handles recurring customer communication remotely using your approved systems, policies, and response guidance. The work can include email and chat inquiries, ticket updates, appointment coordination, and onboarding follow-ups. Your professional is based in the Philippines, with Ellareon’s U.S.-based team managing daily work and quality.
This service fits businesses with a repeatable stream of customer requests and someone who can authorize exceptions. Bring examples of common questions, your existing help content, and the hours you need covered. We use that information to distinguish routine replies from issues that need a manager’s decision.
Define the right role
Respond to routine questions using approved information, clarify what the customer needs, and record the next action. Match the role to your channels, writing standards, expected workload, and agreed coverage hours.
Maintain ticket details, route requests to the correct team, and follow up on unresolved issues. Your professional keeps the record current so customers do not have to explain the same situation repeatedly.
Send approved welcome information, collect required documents through your systems, coordinate meetings, and track outstanding setup tasks. Your team defines which information can be collected and who may access it.
Handle booking requests, confirmations, rescheduling, and routine client updates within your guidelines. Escalate exceptions, complaints, refund requests, and sensitive account questions to the person you designate.
How the work can flow
Illustrative workflow. Your responsibilities and process are agreed before work begins.
You define common request types, approved responses, coverage hours, and escalation owners.
Your professional reviews the request, checks the relevant account information, and records the issue.
Routine requests are handled within your policy; exceptions go to your designated decision-maker.
The professional follows up, updates the record, and shares recurring questions with the management team.
Clear expectations
Our U.S.-based team handles recruiting, matching, onboarding, daily management, and quality oversight. Your professional works from the Philippines within the schedule, systems, and permissions you agree to.
Coverage, channels, response expectations, and workload are agreed in advance. A single professional is not a 24/7 support department. Refunds, credits, promises, and access to sensitive information stay within your authorization rules. Tell us if your industry requires specialized experience so we can assess the role before proposing a match.
See how the partnership worksChoose your capacity
40 hours per week
$3,000 / month
12-month commitment, billed monthly.
Or $3,600 per month with a 90-day initial commitment, then month-to-month.
20 hours per week
$1,600 / month
12-month commitment, billed monthly.
Or $1,900 per month with a 90-day initial commitment, then month-to-month.
Example pricing shown. Final pricing may vary by role and agreed scope. Prices are in USD, per professional. Hiring, onboarding, and U.S.-based daily management are included. Multiple professionals can be scoped together.
Review pricing and what is includedBefore you choose
Yes, when the role has clear responsibilities, approved information, and defined escalation rules. Ellareon’s Customer Support Specialists can handle email and chat inquiries, ticket updates, and follow-through within the agreed scope.
Our example plans provide 20 or 40 hours per week per professional, within an agreed schedule. Continuous coverage would require a separately scoped staffing plan. We confirm hours and coverage before work begins.
Share your help content, examples of good replies, product or service information, and rules for exceptions. We organize those materials during onboarding, establish review points, and coach the professional against your expectations.
Agree on measures such as reply accuracy, unresolved requests, escalation handling, and completion within your agreed coverage. Our U.S.-based team reviews the professional’s work and discusses improvements. Response-time or satisfaction targets should be agreed for your specific workload.
Start with your support brief. We use your priorities to discuss the role, schedule, and fit. Completing the brief does not purchase a plan.
Tell us who you need. We source and onboard your professional, with U.S.-based management behind their work every day.
Find your professional