SmartPA

Starting as a virtual assistant supporting global clients, Jenna quickly progressed to Pod Leader before moving into her current role managing SmartPA’s SMB delivery team. Along the way, she has discovered a culture built on support and openness and a business where people are genuinely encouraged to grow in ways that suit them.

Now, Jenna leads teams across multiple countries while helping shape operational processes, onboarding, and client experience across the business. Here she shares her experience of growing with SmartPA…

Q: You spent 15 years with one company before joining SmartPA. What prompted the change?

Jenna: I think after 15 years, I’d become very comfortable in what I was doing. I started straight after school and worked my way up from admin support into a PA role supporting the CEO, so it was all I’d ever really known professionally.

Then COVID happened, and like many people, I started working remotely. It made me reflect a lot on what I wanted next. I realised I was ready for something new, somewhere I could challenge myself and experience a different way of working.

I came across SmartPA online, applied for the role, and honestly just thought, let’s see what happens.

Q: Was moving into a fully virtual role a daunting step?

Jenna: Definitely at first. I think people naturally assume virtual working must feel isolating. That’s one of the first things people ask me: Don’t you miss the human contact?

But the reality at SmartPA is completely different. We speak constantly throughout the day. There’s always someone you can reach out to if you need support, advice or even just a chat. We also have monthly collabs which get everyone onto one big Teams meeting themed around a learning topic. It’s really interactive and structured in a fun, informal way giving people opportunities to ask questions, share challenges, and swap tips.

It genuinely feels like you’re part of a team here, even though everybody is in different places around the world. Some of my closest working relationships are with people I’ve never actually met in person.

Q: How did your journey within SmartPA evolve?

Jenna: I joined initially as a business support executive (BSE) supporting clients at Mattel. I had three senior stakeholders and really focused on settling into the role and understanding the SmartPA way of working.

To be honest, the first few months felt overwhelming - not because I couldn’t do the work, but because everything was new. After 15 years in one environment, suddenly being surrounded by new people, new systems and a completely different structure was a big adjustment.

The senior team really helped to support me through the wobble and, once I found my feet, I absolutely loved it. About a year later, I was promoted to pod leader, managing a team while still supporting clients. Then after another year, I moved into my current team lead role managing the SMB delivery side of the business. It all happened much quicker than I expected.

Q: What’s made that progression possible?

Jenna: The support and trust within the business.

At every stage, there’s always been someone I could turn to - whether that was my pod leader when I first joined, my team lead later on, and now my line manager, Bailey McCormack.

You’re never left to figure things out on your own. There’s proper onboarding, ongoing training, regular check-ins and genuinely open communication. People want you to succeed and I think that’s what gives people confidence to grow here.

Q: One thing people often look for now is flexibility in how they grow professionally. Is that something SmartPA embraces?

Jenna: Absolutely, and I really appreciate that about SmartPA.

Not everybody wants to manage people, for example. Some people want to deepen their expertise instead. So there are different progression paths depending on your strengths and interests.

I think that’s important because growth isn’t about forcing everyone into the same mould. We’re all different, we all learn differently, and we all want different things from our careers and that is recognised and catered to here.

Q: You now manage people yourself. Has that changed your perspective?

Jenna: Completely.

When I first became a pod leader, the people management side was probably my biggest challenge. I’m naturally very empathetic, so having difficult conversations didn’t come easily to me at all.

But over time I realised feedback is actually one of the best ways you help somebody grow. If you avoid difficult conversations, you’re not helping that person improve or progress.

Now, one of the most rewarding parts of my role is seeing people develop - watching someone grow in confidence, overcome challenges, or earn a promotion themselves. I find that incredibly fulfilling.

Q: What does an average day look for you now?

Jenna: Honestly, there probably isn’t an “average” day, and I think that’s one of the things I enjoy most about the role.

Being part of the centre of excellence (COE) means that one minute I could be looking at operational processes or helping improve the way we work internally, then I might jump into account management, support one of the pod leaders, sit in on interviews for new hires, or work on reporting and client insights.

I love the variety because I’m someone who enjoys being involved in lots of different things. I don’t think I could do a role where every single day looked exactly the same.

What’s also nice is that the role keeps evolving too. As the business grows, new opportunities and challenges come up all the time, so you’re constantly learning and improving rather than standing still.

Q: What makes SmartPA’s culture stand out to you?

Jenna: The biggest thing is that it genuinely feels like a family.

We’ve got people across the UK, South Africa, Uganda, Japan, Hong Kong, Europe, North America - everywhere - but it never feels disconnected. Everyone is approachable, supportive and willing to help each other.

Even senior leadership feels accessible. You don’t feel like there’s this huge hierarchy where you can’t ask questions or raise concerns. For example, SmartPA’s CEO, Sarra, is incredibly approachable and genuinely wants honest feedback from people across the business. That openness makes a massive difference.

Q: Has your perception of remote work changed since joining?

Jenna: Completely.

Before joining SmartPA, I think I associated remote work with being on your own. But actually, I probably communicate more now than I ever did in an office environment.

We have regular team calls, training sessions, collaboration meetings and daily check-ins. There’s always interaction happening. I sometimes feel like I know more about what’s going on in my colleagues’ lives more than I do my own family members, so I don’t feel that I’m missing out on anything from a traditional office set-up.

Q: What would you say to someone considering joining SmartPA?

Jenna: If you want somewhere where you can grow, be supported and genuinely feel valued, it’s an amazing place to be.

The opportunities are there if you want them, but equally, there’s no pressure to become someone you’re not. People are encouraged to develop in ways that suit them.

Chemistry is very important when we’re recruiting and this has been instrumental in creating a very positive environment. People really do care about each other.

Q: Looking ahead, what excites you most about your future at SmartPA?

Jenna: Right now, I’m only six-months into my role so I’m excited to really grow into it properly.

I’ve moved quite quickly over the last few years, so at the moment I want to focus on becoming an expert in what I’m doing now, continue helping the team grow, and keep improving the way we work.

About SmartPA

SmartPA is a leading provider of transformative business support services, disrupting the industry with our highly skilled teams and proprietary methodology, which is enabled by technology and supported by Generative AI.

We help organisations simplify admin and scale faster by combining process optimisation, simplification and cutting-edge technology.

We deliver measurable ROI and unlock potential by removing administrative burden, allowing our clients to focus on top-line growth while we deliver bottom-line impact through data-led decisions.