What is a Virtual Assistant: Guide, types, hiring, & more

Running a business and thinking about hiring a virtual assistant (VA)? It’s a great way to lighten your workload and get expert help without the costs of a full-time employee. VAs working remotely can complete most tasks, including admin and customer support, as well as more specific duties depending on your needs.

In this blog, we’ll look at different types of virtual assistants and how to hire one. There are also best practices to get the most out of your remote support, plus an introduction to Wise Business for paying overseas VAs.

Table of contents
What is a virtual assistant (VA)? Types of VAs and what they do How to hire VAs Pros and cons of hiring a VA 4 tips for managing VAs FAQs

What is a virtual assistant (VA)?

In the traditional sense, a virtual assistant is a human professional hired to complete administrative tasks for a business remotely. Their duties typically cover things like scheduling appointments and managing emails — basically anything that supports the business's day-to-day operations.

However, some VAs can offer more specialised services in a technical or creative capacity. They can be:

• Self-employed freelancers
• Contractors from an agency
• Permanent remote employees

Why do business owners hire VAs? To source skilled workers and scale their operations without the cost of having to hire full-time, on-site staff. All VAs work from their own location and use digital tools to communicate and deliver their work.

VAs in a business context are not to be confused with AI assistants like Siri or Alexa. The “virtual” refers to the fact that they work remotely and doesn’t mean they are powered by software.

Main duties of a virtual assistant

A VA’s duties and responsibilities will depend on the job role and the specific needs of a business. They generally assist with administrative tasks like organising and managing data and files, coordinating tasks for projects, and supporting different teams and departments.

But many aren’t just limited to admin. They can also handle:

• Customer service - Responding to customer queries and managing live chats via web and email.
• Bookkeeping and invoicing - Sending invoices and reconciling accounts.
• Content support - Managing social media accounts, proofreading and editing blogs, and other web copy.
• Research - Conducting market research and competitor analysis.

In short, VAs handle operational jobs that can be performed remotely to keep a business running. They effectively lighten the load, acting as a key cog in the daily flow of busy work tasks.

Bringing in a VA can help address key challenges for a business such as:

• Take care of specific tasks so you can focus on higher-value work.
• Complete repetitive tasks that might otherwise slow you down.
• Provide extra capacity during busier periods of the year.
• Cover jobs you might prefer to outsource, like data entry or chasing invoices.
• Offer skills you might not have in-house.

Types of virtual assistants and what they do

There are multiple types of virtual assistants, though they are broadly categorized within two specific areas: generalists and specialists. General VAs typically complete admin tasks, while specialised VAs work in specific or niche areas like social media or accounting.

Let’s look at several types of virtual assistants to get a better idea of what they do.

Admin VA

An administrative VA is a remote office manager. Most tasks have some element of admin involved, and it’s usually the most repetitive and time-consuming of these delegated to admin VAs.

Typical tasks include:

• Managing and updating calendars
• Responding to and organising emails
• Data entry and database management

Customer support VA

A customer support VA manages customer interactions. Three-quarters of consumers spend more with businesses that provide good customer service, so there’s value in hiring expert remote workers to be the human touchpoint for clients¹. Customer support VAs handle everything from incoming calls to live chat, often across different time zones.

Typical tasks of a customer support VA include:

• Handling customer queries via email
• Logging and following up on support tickets
• Providing information about products or services

Specialist VA

A specialist offers high-level skills in a niche area. These are professionals who offer targeted support for roles in things like finance or project management.

Typical tasks of a specialist VA include:

• Bookkeeping and invoicing
• SEO and keyword research
• Creating content for social media and scheduling posts
• Project planning and coordination
• Drafting and managing legal documents

AI VA

AI virtual assistants aren’t human. They’re software-powered tools that take care of low-level, repetitive tasks like answering FAQs from customers and scheduling meetings. The main benefit is that they are available 24/7 and are typically quick and efficient at completing tasks. However, an AI VA can’t yet match humans’ adaptability and judgement.

Typical tasks of an AI VA include:

• Answering common customer questions via chatbots
• Scheduling and calendar automation
• Sending appointment reminders
• Tracking and reporting basic metrics

👆Click here to read our guide on how to start a virtual assistant business for more details.

How to hire virtual assistants

Hiring a VA is quite straightforward if you’re already familiar with the process of recruiting remote workers. The key is fully defining the role and then using relevant platforms to find the right candidate.

1. Define the role

Before you start, define and document what you want your VA to do. Create a list of tasks and responsibilities, plus any specialist skills you need (e.g., bookkeeping, social media management). Then, decide how many hours per week you’ll need a VA for.

It’s easier to find the right person for the role if you have clear expectations from the outset.

2. Choose where to hire

There are several options for hiring VAs. Startups might value the flexibility of a self-employed freelancer to start with, but there’s the option of using job boards to bring in someone on a permanent basis. You can create a gig profile on recruitment websites to receive quotes from VAs globally.

A few options include:

• Freelance platforms like Upwork or Fiverr for project-based or flexible arrangements
• Job boards like Indeed or Seek for ongoing remote positions
• Specialist VA agencies that pre-vet trained candidates

👆Being one of the most common locations to hire VAs, we've done a guide on hiring virtual assistants from Philippines

3. Screen candidates

Pour over resumes and portfolios to get a better idea of what the VA has to offer, and seek out past feedback and reviews to provide a rounded view of their skills and experience.

You can then arrange interviews to assess the candidate using video conferencing tools like Zoom or Microsoft Teams. Be on the lookout for:

• Strong communication
• Good time management
• Problem-solving ability
• Proficiency with digital tools and software

Pros and cons of hiring a virtual assistant

Hiring a virtual assistant can save on costs and give you access to much-needed skills. But there are a few drawbacks to consider. Understanding the pros and cons will help you decide if a VA is a good fit for your business.

Virtual assistant pros

• Cost effective - Hiring a VA is usually cheaper than hiring full-time, in-office staff. It saves you money on salaries and any expenses for office space and equipment.
• Global talent - You aren’t just limited to workers in your state or across Australia. You have access to a global talent pool who are willing to work for competitive rates.
• Flexible hours - VAs can work part-time or on-demand at hours that suit your business. It’s also easier to adjust their hours to scale support up and down as you see fit.
• Frees time - Delegating tasks gives you the space to focus your energies on things like strategy and business growth.

Virtual assistant cons

• Time zones - The time zone difference can be challenging to navigate when hiring workers overseas. You’ll need to schedule tasks carefully and set clear deadlines to prevent delays.
• Comms gaps - Communication can be more difficult if you’re relying on email chains or messaging apps without face-to-face interactions.
• Setup demands - Requires clear processes and structure from the start, and consistent oversight to avoid misunderstandings.
• Physical limits - VAs are not ideal for roles where you think a physical presence might help or is required on-site at some point.

4 tips for managing virtual assistants

Managing virtual assistants is slightly different from leading a team in an office. Here are four best practices for getting the most from them.

1. Provide clear job descriptions

If you’re vague about your expectations and don’t fully define the job role, you can quickly run into problems with lots of rework and delays. Make sure you provide clear descriptions of daily tasks (and the tools required to complete them). Sharing examples of what good work looks like can also help.

2. Have regular check-ins

Communication gaps are an ongoing challenge with remote work. They’ll still need your support. Try to set up regular check-ins via video calls or messaging apps to set the agenda and talk through any problems. Providing positive feedback helps to keep morale and motivation high, too.

3. Track progress with tools

Putting a structure in place for VAs and tracking their progress is key to good work. You can use project management tools like Trello to assign and monitor tasks over time. This is the best way to balance workloads (and spot any issues) before they become a problem.

4. Use multi-currency tools to pay overseas VAs

You’ll need to consider how VAs affect your payroll management. Making payments to VAs in countries outside Australia is typically rife with high bank fees and poor exchange rates. Using a multi-currency account like Wise Business will give you the tools to pay VAs quickly and securely using the real, mid-market exchange rate.

Wise Business helps streamline overseas business payments without foreign transaction fees, saving up to 3x compared to other providers.

• Free to register — Send money to 140+ currencies with no hidden exchange rate markups
• Make up to 1,000 transfers at once with the Wise batch payments feature
• Fast, low-cost payouts to customers, freelancers, employees, investors, and suppliers globally
• Automate invoice payments, recurring transfers, and international payroll
• Fast and fully secure payments through Wise, even for large amounts

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This general advice does not take into account your objectives, financial circumstances or needs and you should consider if it is appropriate for you.

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FAQs on virtual assistants

1. What is the hourly rate for a virtual assistant?
You can expect to pay an average rate of $35 per hour for a VA in Australia². The exact figure depends on where they are based and what kind of work they do. You might be able to find more competitive rates overseas. But weigh the lower costs against challenges you might run into, like different time zones.

2. What is the difference between a virtual assistant and a chatbot?
The main difference is that a virtual assistant is a real person, working remotely to help your business get things done. A chatbot, on the other hand, is software that simulates conversations like a human when interacting with customers. This is useful for simple tasks. But it typically lacks the nuance and insight to handle more complex and sensitive queries.

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Sources:

1. Zendesk - Customer service statistics the rewards of an outstanding cx
2. Airtasker - Virtual assisant cost