Virtual Operations & Customer Success Coordinator

Key Responsibilities

CUSTOMER COMMUNICATION & LEAD COORDINATION

• Serve as the first point of contact for homeowners via phone, email, and text

• Respond professionally to customer enquiries while delivering exceptional customer service

• Qualify incoming leads and gather relevant information

• Schedule roof inspections and appointments

• Follow up with prospective customers and maintain consistent communication

• Ensure every customer interaction is accurately documented within the CRM

OPERATIONS & PROJECT COORDINATION

• Maintain accurate CRM records and digital customer files

• Prepare and track permits and project documentation

• Coordinate inspections, warranties, and administrative workflows

• Support vendor coordination and day-to-day operational activities

• Assist with reporting and operational tracking

• Help improve internal processes and maintain organised documentation

ADMINISTRATIVE SUPPORT

• Manage calendars and scheduling

• Coordinate customer communications throughout the project lifecycle

• Maintain organised digital records

• Assist with invoicing and general administrative tasks

• Support business operations with reporting and documentation

MARKETING & COMMUNICATIONS SUPPORT

• Assist with email marketing campaigns

• Monitor online reviews and Google Business Profile

• Help create and schedule social media content

• Support blog content, customer emails, and project photo organisation

• Assist with general marketing initiatives as the business grows

Required Qualifications

• 2+ years of experience in Customer Service, Operations, Administration, Project Coordination, Executive Assistance, or Virtual Assistance

• Excellent written and spoken English

• Strong customer service and telephone communication skills

• Experience using CRM systems

• Proficiency with Google Workspace

• Excellent organisational skills and exceptional attention to detail

• Ability to manage multiple priorities in a fast-paced environment

• Comfortable working independently while following established processes

• Reliable home office setup with stable high-speed internet

• Available to work during U.S. Eastern Standard Time (EST) business hours

Preferred Qualifications

• Previous experience within construction, roofing, property management, facilities management, or other home-service industries

• Experience supporting owner-led or small businesses

• AI tools and social media experience

• Email marketing platform experience

• Experience coordinating projects, permits, scheduling, or field service operations

• Spanish language skills are advantageous but not essential

What We're Looking For

We're looking for someone who naturally takes ownership and enjoys building organised systems that help a business run efficiently.

The ideal person is:

• Highly organised and dependable

• Calm, professional, and confident communicating with customers

• Proactive and able to solve problems independently

• Detail-oriented with strong follow-through

• Comfortable juggling multiple priorities without sacrificing quality

• Passionate about creating exceptional customer experiences

• Excited to grow alongside a small, ambitious business

Growth Opportunity

This position offers the opportunity to work directly with the business owner while helping build scalable operational systems from the ground up.

As the company grows, you'll have the opportunity to take on greater responsibility, lead operational improvements, and develop into a long-term Operations Manager.