How to get success working with a Support Assistant outside of your timezone
Virtual Success Show
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Episode breakdown
In this episode, Matt and Barbara talk about how to avoid frustration with support assistants who work in different time zones as you and how to keep everyone accountable.
- Tools to use for tasks and reporting
- Frustrations most business owners feel when their support assistant works in another country
A clearly designed workflow needs adherence from both client and VA alike. Explicit expectations and mutual accountability are essential.
In this episode
00:00 Intro
00:00 Introduction
02:27 Timezones
Working across time zones demands over‑communicating. Beyond Asana, Trello and Slack, implement a daily asynchronous “huddle.” Each night the Support Assistant records a Loom video detailing completed tasks, next actions, blockers and proposed fixes; the manager replies on waking. Consistent, prompt responses keep momentum, while neglect stalls progress. Adapting standard frameworks with technology and mutual commitment ensures long‑term offshore teamwork success.
06:21 Setting parameters and direction to avoid feelings of frustration
To avoid frustration and inefficiency across time zones, set clear protocols for when Support Assistants get stuck. Tools like Loom allow for quick, clear updates, while adding bullet points in Asana reinforces structure. Combining video and task management ensures clarity without compromising systems. Timely responses and consistent use of both tools help maintain productivity and minimize costly miscommunication.
09:12 Loom and Asana
Barbara learned that relying solely on verbal huddles caused confusion, especially with larger teams. To fix this, they assigned note-takers during meetings who document instructions live in Asana and tag the responsible person. This ensures clarity, accountability, and avoids the frustration of missed communication. Clear written tasks, not just spoken words, are essential for smooth team operations.
09:30 Designing a system that works
Success with a virtual team starts with designing a system that suits your business and consistently sticking to it. Accountability must be mutual—don’t expect more from your Support Assistant than you give. Miscommunication often stems from unclear processes, not inattentiveness. Adding an extra clarity step, especially across time zones, helps ensure alignment and prevents frustration on both sides.
10:32 Stand up
Matt’s team uses a Slack “Standup” channel for daily updates, answering three questions: today’s tasks, current blockers, and whether yesterday’s goals were met—due by 9:30 AM Sydney time. This keeps everyone aligned, highlights priorities, and exposes performance gaps. Barbara adds it clarifies what leaders need to know, aids faster decisions, prevents confusion, and strengthens team accountability and performance management.
15:06 Creating documentation for recurring tasks
When working with Support Assistants in different time zones, clear, detailed task lists—both recurring and project-based—are essential for independent productivity. Support Assistants crave structure, and well-defined systems empower success. Avoid the “research vortex” by setting time limits and expectations upfront. Without real-time oversight, over-researching can waste hours and frustrate clients. Structure, clarity, and boundaries are key to effective remote collaboration.
18:21 Time, Patience and Attention to Detail
Clear, detailed communication is essential when working across time zones. Set specific expectations, define research depth, and avoid assumptions to prevent misunderstandings. Over-communicate even the obvious to reduce errors. Building trust takes patience, clarity, and realistic short-term expectations. These practices apply to all remote roles—not just Support Assistants—and are key to achieving seamless collaboration and long-term virtual success.
