Client Success & Office Operations Coordinator

Location: Remote — Philippines Position Type: Full-Time Independent Contractor Schedule: Monday–Friday, 9:00 PM – 6:00 AM Philippine Time (8:00 AM – 5:00 PM U.S. Central). This is a night-shift position. Please do not apply unless you can hold this schedule long-term. Compensation: $1,200 USD/month to start, increasing to $1,400 at 90 days based on performance Start Date: Immediate Reports To: Company Leadership Industry: Residential Construction and Roofing

About the Company

We are a growing residential construction and roofing company serving homeowners in the United States. Our work includes residential roofing, construction projects, customer inspections, estimates, project documentation, scheduling, and ongoing customer communication.

We believe excellent customer service starts with excellent internal systems. Our goal is an organized, responsive company where customers receive clear communication and tea ---------- mbers have the information they need to do their jobs.

This is not a basic virtual assistant position. We need someone who can take ownership of daily office operations, improve systems, communicate professionally with U.S. homeowners, and reduce the administrative load on company leadership.

Your Mission

Create an organized, frictionless experience for customers, leadership, and the internal team. You will help ensure:

-Customers receive prompt, professional communication.
-Appointments are scheduled, confirmed, and correctly recorded.
-Project records are accurate and complete.
-Documents go out on time.
-CRM information stays current.
-Recurring processes are documented, not stored in one person's head.
-Problems are identified and communicated before they become emergencies.

Core Responsibilities

1. Inbox and Email Management
Review company inboxes throughout the workday.
Respond to routine customer emails; prioritize urgent messages.
Route messages to the correct tea ---------- mber and flag matters needing leadership attention.
Follow up on unanswered customer requests.
Organize messages with consistent folders and labels.

The goal is not inbox zero. The goal is that every important message receives the appropriate action.

2. Customer Communication
Answer routine customer questions and send appointment confirmations.
Communicate scheduling changes and delays professionally.
Send approved documents and follow up on missing information.
Provide status updates using approved company language.
Escalate technical, financial, legal, or project-specific questions.

You must understand the difference between helpful communication and making promises you are not authorized to make.

3. Calendar and Appointment Management
Schedule inspections, consultations, meetings, and project appointments.
Confirm and reschedule appointments; prevent double bookings.
Review travel time between appointments and gather complete addresses.
Coordinate schedules across leadership, sales, and project personnel.
Send reminders and update entries when plans change.

Leadership should rarely need to personally correct the calendar.

4. Project Administration (JobTread)

You will ensure our project records in JobTread are accurate, complete, and current.

-Create and update customer and project records.
-Confirm that costs, change orders, and vendor documents are attached to the correct job.
-Flag missing receipts, unlogged change orders, and jobs with incomplete documentation.
-Follow up with the field team to obtain missing paperwork before month-end.
-Upload and organize project photographs and documents.
-Update project statuses and record project notes.
-Send approved proposals, contracts, and invoices; monitor unsigned documents.
-Maintain a weekly documentation-gap report for leadership and our bookkeeper.

Scope boundary: This position does not include bookkeeping. Our bookkeeper owns accounts receivable, accounts payable, and all accounting-system work. You will not have access to our accounting software. Your role is to ensure that what happens in the field is captured correctly in JobTread so the bookkeeper receives clean, complete information.

Experience with JobTread is strongly preferred.

5. Google Workspace and Digital File Management
-Organize Google Drive with logical folder structures and consistent file naming.
-Rename, categorize, and de-duplicate documents.
-Maintain Google Docs, Sheets, Forms, and Calendar.
-Protect confidential information and maintain commonly used templates.

6. GoHighLevel CRM Management
-Create and maintain contacts, opportunities, and pipeline stages.
-Assign tasks and monitor follow-up activity.
-Identify duplicate or incomplete records.
-Support and test approved workflows and automations.
-Review automated customer messages, appointment reminders, and follow-up sequences.
-Identify opportunities to reduce repetitive manual work, and document CRM processes.

Advanced GoHighLevel experience is preferred. Strong CRM experience plus fast learning will be considered.

7. Standard Operating Procedures

Creating and maintaining SOPs is a core responsibility, not an afterthought.

-Write SOPs for recurring administrative tasks and update them when processes change.
-Record Loom videos when visual instruction is useful.
-Include quality-control checklists, common mistakes, and escalation steps.
-Maintain an organized SOP library another trained tea ---------- mber could follow.

Our standard: when a task is performed repeatedly, it gets documented. Critical company knowledge should not live only in one person's memory.

8. Process Improvement
-Identify repetitive work and recommend practical automations.
-Reduce duplicate data entry and recognize communication gaps.
-Test approved process changes and track whether they produce better results.
-Use AI tools to improve efficiency while maintaining human review.
-Bring solutions, not just problem reports.

You are not expected to redesign the company immediately. You are expected to observe carefully and recommend thoughtful improvements.

9. Light Marketing Support

-Simple Canva graphics, scheduling approved social posts, organizing marketing assets, sending review requests, maintaining a content calendar. This is a minor part of the role. Administrative operations and customer communication come first.

Daily Operations Report

A short end-of-day report is required each workday. It should take five minutes:

-Hours worked
-What moved forward today
-What needs leadership attention
-Appointments scheduled / confirmed / rescheduled
-Current blockers
-Top three priorities for tomorrow

Every Friday, one additional question: What did you improve this week?

Weekly Performance Scorecard
KPI Target
-Daily inbox review completed 100%
-Routine customer messages answered same business day 95% or higher
-Preventable scheduling errors 0
-Appointments properly confirmed 100%
-Assigned documents sent on time 100%
-JobTread and CRM updates completed accurately 98% or higher
-Daily reports submitted 100%
-Missed deadlines without advance notice 0
-New or improved SOPs during process buildout 1–2 per week
-Process improvements identified At least 1 per week

Compensation and Terms
$1,080 USD/month to start. Formal performance review at 90 days with an increase to $1,200 for contractors meeting the weekly scorecard. Further increases reviewed at 12 months based on demonstrated ownership.
Paid in U.S. dollars via Wise, semi-monthly (15th and last business day). Transfer fees are covered by us.
15 paid days off per year, accruing at 1.25 days per month. This single pool covers vacation, sick days, and any Philippine holidays you choose to take. Two weeks' notice for planned days off; no more than five consecutive days without prior approval.
Our office is closed on major U.S. holidays.
Year-end performance bonus of up to one month's pay, based on completing the year and meeting the scorecard.
Paid two-hour practical assessment for finalists ($30 flat fee).

Contractor Classification

This is an independent-contractor engagement, not local employment. The contractor is responsible for their own equipment, work environment, and local tax obligations, and for maintaining agreed availability, confidentiality, and data-security requirements. A confidentiality and data-security agreement must be signed before any system access is granted, including for the paid trial.

Required Qualifications
- Professional spoken and written English.
- Experience supporting customers or clients.
- Experience managing email inboxes, calendars, and appointments.
- Strong Google Workspace skills.
- Excellent organization and attention to detail.
- Ability to work independently and identify problems early.
- Reliable computer, high-speed internet, and a backup internet option.
- Dependable electricity or a practical outage plan.
- Working webcam and professional headset.
- Quiet workspace suitable for customer communication.
- Ability to use two-factor authentication and a secure password manager.
- Verified Wise account, or ability to open and verify one before start date.
- Ability to consistently hold the 9:00 PM – 6:00 AM PHT schedule year-round, including through U.S. daylight-saving changes.

Preferred Qualifications
GoHighLevel · JobTread or other construction-management software · roofing, construction, or home-service businesses · CRM administration · customer success · executive assistance · SOP creation · Loom · Canva · workflow automation · AI tools · supporting U.S.-based businesses

You do not need every item on this list. Judgment, communication, organization, and learning ability matter more than checking every software box.

Ideal Candidate

You may be a strong fit if you enjoy creating order, notice details others miss, stay calm when plans change, take responsibility for your work, ask thoughtful questions, distinguish urgent work from busywork, enjoy documenting processes, learn software quickly, verify AI output before using it, prefer long-term working relationships, and want to grow into a larger operations role.

*Not a Fit*

*****This position is not for someone who needs constant supervision, waits to be told every next step, avoids customer communication, misses details, does not document their work, is unavailable during agreed hours, cannot maintain reliable internet, makes promises without authorization, hides mistakes, submits unreviewed AI output, or wants a short-term role while looking for something else.

Growth Opportunities

Strong performance may lead to Senior Operations Coordinator, Office Manager, or Client Success Manager. Advancement is based on demonstrated performance, ownership, and systems improvement — not tenure.

Hiring Process
1. Application review
2. Introduction video review
3. Screening interview
4. Two-hour paid practical trial ($35)
5. Structured interview and trial review
6. Professional reference checks
7. Final offer

The process is thorough because this position has access to important company systems and customer information.

About the Paid Trial

Finalists complete a practical assessment using sanitized sample information. It may include prioritizing and responding to sample customer emails, resolving a calendar conflict, organizing a sample Drive folder, creating an SOP from a short demonstration, outlining a GoHighLevel workflow, and explaining where AI was used and how you verified the output.

No live customer data or company passwords are provided during the trial.

How to Apply:

1. Begin your application with the words: Systems Builder Applications that do not begin with these words may not be reviewed.

2. Please submit:

- Your résumé.
- Your city, time zone, and confirmation that you can work 9:00 PM – 6:00 AM Philippine Time.
- A two- to three-minute video introducing yourself.
- Your experience with GoHighLevel (or another CRM) and with JobTread (or another construction-management system).
- One example of an SOP you created or a process you improved.
- Your requested monthly compensation in U.S. dollars.
- A recent DISC assessment (the free version is fine for initial application)
- Introduction Video

3. Please answer during the video:

- Who are you, and what work have you done?
- Why are you interested in this position?
- What is your experience with customer service, operations, or business systems?
- Why would you be dependable in a long-term, night-shift remote position?

We are looking for a long-term operations professional who can communicate clearly, create structure, improve systems, and help a growing construction and roofing company deliver an excellent customer experience.