FAQ

Frequently asked questions

Getting started

Why should I use Double instead of hiring someone part-time?

Finding a great assistant is hard work. Double makes it easy to get started with an experienced and vetted assistant right away, with little long-term commitment. On top of that, we train our doubles with industry best practices so you don't have to, and give you access to workflows and tips from our community to kick start your collaboration. Finally, the tools we build help you and your double save time every day, making it more efficient to work with Double than anyone else.

I just signed up. What's next?

Welcome! Schedule your introduction call with us so we can learn more about your expectations and preferences. Once we know more about you, we'll find the best double to fit your needs and introduce them to you during our onboarding call. You can start sending projects to your double right after the call.

How do I choose my dedicated double?

Our goal is to make it as fast and easy for you to get you started. That's why we pick the best double for you based on the information we gathered during our introduction call. We take into account the tasks you need help with, the double's experience, timezone, and personality. Wrong matches rarely happen, but when they do, we'll find you a new double asap and transition all your projects to them.

In which country is Double available?

We currently have doubles in the United States, Canada, and France and are accepting clients in these countries.

About our assistants

What is a double?

Doubles are all college-educated executive assistants, based in the United States (we also have a few in France for our French clients). They have at least 5 years experience working as assistants for busy CEOs and C-level executives. Once you're matched with your double, they will be the only person you work with: they'll get to know you, your company, and your team and learn to be proactive about your needs.

What tasks can my double help with?

Our doubles can help with calendar management, scheduling, inbox help, travel, meeting preparation and follow-ups, contact management, project management, administrative tasks, expenses, invoices, onboarding new employees, recruiting process, data entry, research projects, personal projects...

What tasks can't my double help with?

We cannot help with any physical errands (though we can help find someone to run them), or tasks that require a specific expertise (legal, advanced accounting, graphic design...).

When is my double available?

Doubles work standard business hours, Monday through Friday, and are not required or expected to work on weekends or after 6 p.m. You can send new tasks anytime — if sent after hours, your double will have a look as soon as they're back. During business hours, you will always get an answer to your messages in less than 2 hours.

About our app

How do I communicate with my double?

We have a desktop app, a Gmail extension, and an iOS app to help you communicate seamlessly with your double and track projects. On top of that, we'll help you give your double access to the tools you already use: Slack, Asana, Trello, ... And of course, you can always email or call your double.

Why do you only accept people who have a Google Suite account and an iPhone?

We are a small team building tools for both our clients and our doubles, on desktop and mobile. Unfortunately, this means that we've had to make tough choices on where to begin. We're focused on Google Suite and iPhone users for now, but do have plans to expand to Outlook and Android users in the future.

How do you protect client privacy and data?

Every double we hire signs an NDA before they are matched with an executive. The NDA covers all data they receive from third-parties while working with Double. This measure protects not only Double's data, but any and all information our executives share with our Double assistants while working with us, regardless of which clients they're working with or who provides the information to them.

When executives are onboarded to Double, we either ask them to add their double to their existing password manager, or we guide them through creating a free and secure 1Password vault through Double that is shared between them and their new assistant. This ensures all shared, sensitive information is protected.

We also recommend our clients interact with their assistant through our Double mobile app, desktop app, or Chrome extension. The data passed through these communication tools are always encrypted—both at rest and in transit.

Pricing

How does billing work?

After your first month with Double, you will select a pricing plan that works best for your needs and schedule. Each plan includes a set number of hours, starting at just 5 hours a month for $300. For any hours your double works beyond the included hours, you will be billed at the hourly rate according to your plan. The more hours you use, the less expensive they become.

Do you offer a trial?

Your first full month with Double is your trial period, during which there are no hourly minimums. Instead of selecting a subscription, new users pay just $200 for their first month and enjoy a discounted rate of $45/hour for any hours worked by their assistant after onboarding and setup. This month is a calibration period for you and your double to start working successfully together. After your first month, you will subscribe to one of Double’s pricing plans.

Can I use Double with my team?

Yes, Double supports individuals across organizations. We recommend companies with two or more employees working with Double subscribe to our Team plan. The team plan supports 2-5 users, comes with priority support and a dedicated account manager, and provides cost savings by waiving onboarding fees after the first user. The plan includes 50 hours of support, and additional hours are discounted at our lowest rate of $45/hour.

While we cannot guarantee you and your teammates will have the same double due to availability and compatibility, we do our best to have as few doubles working across your team as possible. Our doubles go through the same vetting and selection process and meet each other at virtual events, so you can expect a consistent level of service and excellent collaboration.

Vetting and selection process

How do you source your assistants?

We receive thousands of applications to become a Double assistant per week. While the majority of assistants apply directly through the job board on our website, many of our prospective doubles are referred by our trusted current assistants and executive community. Among the tens of thousands of applications we receive, just 0.3% become Double assistants.

What is your candidate vetting process?

Our team only considers applications from candidates who have been executive assistants for 2+ years and have proven experience working remotely and with top executives. We then begin an extensive interview process that lasts a minimum of two weeks. During the interview process, candidates must:

- Complete a written and video test about situations they would face with executives for problem solving and critical thinking assessment
- Interview with our in-house recruiting team for skills assessment
- Interview with a manager and a member of our leadership team for culture assessment

In addition, our team performs reference calls and speaks with the assistants' former employers. Verified background checks are also required for every assistant we hire. We use a thorough background checking platform called Checkr to safely verify identity and confirm the individual’s employment history.

How do you evaluate candidates for experience and professionalism?

During each part of the interview process detailed above, our team evaluates candidates across five key competencies that we have identified as critical indicators to success.

- Problem solving: Our team uses scenario-based assessments and questions to identify candidates who are strong critical thinkers, creative problem solvers, proactive, adaptable, and work well under pressure.

- Organization: The structure of the interview process enables us to evaluate how well candidates can balance competing priorities, context switch efficiently, manage time effectively, and present information clearly and succinctly.

- Communication: From the moment an application is submitted through the end of the interview process, we look for clear, proactive, adaptable, and professional communication skills in every written and verbal interaction.

- Relationship building: Relationships are at the heart of what we do. Our team leverages the scenario assessments to identify candidates who are proactive, flexible, trustworthy, discreet, coachable, and positive.

- Technology: Our executives use a wide range of productivity tools and apps. Therefore our double assistants must be in-the-know about the latest platforms and willing to level-up when they’re not.

How do you ensure successful matching between an assistant and executive?

Before an assistant can be matched with an executive, they must complete a week-long onboarding process. During this time period they review all of our guidelines and policies and meet with current, experienced doubles. New assistants also take a personality assessment, which is one of the data points we use during matching.

When matching clients and assistants, we take into account the following attributes:
- Cities and timezones
- Assistant experience working with different executives and industries
- Executive experience working with assistants
- Difficulty level of anticipated tasks, balance of personal vs professional support
- Executive style of organization and communication
- Common interests and pet peeves

Once an assistant has completed their onboarding, they are matched with only one or two executives to begin with, so that they have time to ramp up. Each seasoned Double assistant supports 3 to 4 executives on average.

How do you ensure ongoing success with the assistants after they are onboarded and matched?

All Double assistants are monitored by our team on an ongoing basis. They participate in regular coaching sessions and attend community webinars on new productivity methods, tips for working remotely, and ways to anticipate an executives’ needs. We collect candid feedback from our executives that we are able to effectively translate and deliver to our assistants. This feedback loop enables our doubles to work on and adjust their performance to best meet their executives' needs. If an assistant does not provide satisfactory work to more than one executive, we take all necessary measures to ensure long-term satisfaction of our executive clients, such as coaching or matching the executive with a new double.