The Coop VA Guide

Coop is a managed VA platform — we sit between you and your clients so both sides get a great experience. You focus on the work; we handle matching, billing, and support.

We built Coop because the alternatives were broken: agencies that buried their margins, freelance marketplaces that offered no safety net, and AI tools that ignored the human element entirely.

As a Coop VA you are an independent contractor, not an employee. You set your schedule within the overlap windows agreed with your client. You own your work style — we care about outcomes.

The Coop roster is deliberately small and selective. Everyone on it has been through the same process you are completing now. Quality matters more than volume.

Each client has a dedicated workspace inside the Coop platform. You will be added to your client's workspace after the kickoff call.

Your primary relationship is with your client. Coop is the infrastructure layer — we handle timesheets, invoicing, leave requests, and any disputes so you never have to navigate billing conversations directly.

Every VA has a named Coop ops contact. This is the person you call when something goes wrong, when you are unsure how to handle a situation, or when you want to discuss a new client opportunity.

Matching is based on skills, timezone overlap, and role type. You will receive a match offer with a brief before accepting. You are never placed without your consent.

After you accept a match, Coop schedules a kickoff call with you and the client within 48 hours. The first 7 days are considered a mutual trial — either side can exit without penalty.

Response time: reply to client messages within 4 business hours during your agreed working window. If you need longer, send a short acknowledgement so the client knows you have seen it.

Proactive updates: do not wait to be asked. If a task is taking longer than expected, send a quick note. If you finish early, flag what you are moving to next.

End-of-day summaries: for active client relationships, a 3–5 bullet summary of what you completed each day is expected unless your client opts out.

Tone: professional, direct, and warm. Avoid jargon. Write like a trusted colleague, not a contractor completing a ticket.

Escalation path: if a client is unresponsive, unclear, or difficult, do not guess — contact your Coop ops contact before proceeding. We handle the hard conversations.

Never discuss billing, rates, or contract terms directly with clients. All of that goes through Coop.

Log your hours in real time via the Coop platform. Entries should include a brief note describing what you worked on (e.g. "Inbox triage + calendar scheduling · 1.5h").

Weekly deadline: submit your timesheet by Friday at 5 pm in your local timezone. Late submissions may delay approval and affect your payment cycle.

Client approval: your client reviews and approves the timesheet. If they have questions about an entry, they can flag it directly in the platform. You will be notified.

Disputes: if an entry is disputed, do not edit or delete it. Contact your Coop ops contact — we mediate all disputes and make the final call.

Rounding: log to the nearest 15 minutes. Do not round up. Accuracy builds trust faster than anything else.

Overhead time (reading briefs, onboarding to tools, internal Coop calls) is not billable unless explicitly agreed with your client at kickoff.

Submit all leave requests through the Coop platform — not by messaging your client directly. This keeps the record clean and ensures cover is arranged.

Planned leave: give at least 5 business days' notice. Longer notice (2 weeks) is expected for anything over 3 consecutive days.

Emergency leave: contact your Coop ops contact as soon as possible. We will manage the client communication on your behalf.

During your absence, Coop will arrange a brief handoff document from you to the client. Template available in the platform.

Availability windows: you are expected to maintain the overlap hours agreed at kickoff. If your availability changes, notify Coop immediately — do not let the client discover it through missed messages.

Public holidays: you are not required to work on public holidays in your country. Flag these at kickoff so the client is aware of your calendar in advance.

Coop platform: your primary hub for tasks, timesheets, messages, and documents. Get familiar with it before your first client day.

Slack: most clients use Slack for day-to-day communication. Coop will connect your client's Slack workspace to the platform automatically.

Google Workspace: the majority of clients use Google Docs, Sheets, Drive, and Calendar. If you are not fluent in Google Workspace, invest the time before your first placement.

Client-specific tools: some clients use Notion, HubSpot, Salesforce, ClickUp, or others. You will be given access and a brief orientation at kickoff. Ask questions early.

Password management: never ask a client to share passwords in plain text. Use a shared 1Password or Bitwarden vault. Coop can help set this up.

AI tools: you are encouraged to use AI to work faster and better. Be transparent with your client about when you do. Never submit AI-generated work without reviewing and editing it yourself.

Confidentiality: everything you access — emails, financials, strategy documents, customer data — is strictly confidential. This obligation continues after your engagement ends.

Client data: do not store client data on personal devices. Use shared drives and the tools provided. Do not copy data to third-party services without explicit client consent.

NDA: by accepting a placement you agree to Coop's standard confidentiality terms. Some clients will also ask you to sign their own NDA — this is normal and expected.

Conflicts of interest: if you are approached by a client's competitor, disclose this to your Coop ops contact before accepting any work.

Social media: do not post about clients, their products, or any work you have done for them without written permission.

Non-solicitation: you may not work directly with a Coop client outside the platform for 12 months after the engagement ends without Coop's written consent.

Match offers include a client brief: company overview, role scope, timezone, hours per week, and tools used. Review it carefully before accepting.

Kickoff call agenda: introductions, communication preferences, immediate priorities, access setup, and a 30-day check-in date.

First week: prioritise listening and observing. Ask clarifying questions. Do not assume you know how the client wants things done.

First 30 days: your goal is to become reliable and predictable. The client should never wonder what you are working on or when they will hear from you.

30-day check-in: Coop facilitates a structured check-in between you and the client. This is where feedback is shared and scope adjustments are made.

Performance: Coop tracks client satisfaction and timesheet accuracy. VAs with consistent high ratings get priority on premium placements and rate increases.