The posting
About Offshore Launch:
Offshore Launch is a business and growth operations firm helping home service owners scale their operations.
We design, build, and staff business and revenue operations so the shop runs on clear process, technology and data - so owners can work on the business instead of being trapped inside it.
We are a people-centered agency with a passion for leaving every employee and client in a better position than we found them.
Why Join Offshore Launch?
- Impact the growth and success of small and medium-sized businesses.
- Work in a people-first, remote environment that values career growth.
- Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance.
- Contribute to a culture that values partnership, service, and excellence.
Who We Serve
We serve family-owned and owner-operated home service businesses (plumbing, HVAC, and other trades) that run on FieldPulse, Housecall Pro, ServiceTitan, and similar field service platforms. We give them the operational infrastructure and talent to run day-to-day operations, so the owners can focus on the field, sales, and growth.
About the Role
You’ll be the remote office manager for a family-owned plumbing company in the US. The owners need one person who runs the office end to end. That means answering every customer call and text, owning the dispatch board, and closing out jobs. At the end of each day, you tell them what was sold, what was collected, and what’s scheduled next.
By your 90th day, you’re the administrative backbone of the business. The owners trust the board because you run it. Plumbers send schedule changes through you instead of moving jobs themselves.
What You’ll Own
- Call intake and customer communication: Answer every incoming call, text, and Google Local Services lead from one shared inbox. Enter each one in the field service software the same day, tagged with its lead source. Give customers arrival windows, leave pricing to the plumbers, and call back when you said you would.
- Scheduling and dispatch: Own the dispatch board as the single source of truth. Book arrival windows and assign plumbers, helpers, and equipment (excavator, hydro jetter). Handle every reschedule.
- Job tracking and return visits: Review every open job’s status daily, from booking through completion and invoicing. Make sure plumbers post status updates and notes. Book return trips on the original job, and flag jobs at risk of slipping.
- Estimate follow-up: Review open estimates every morning and confirm whether the office or the plumber follows up. Update the status after each touch, and close out estimates that go cold.
- Job closeout and payments: Each morning, check yesterday’s paid invoices for job costs, the correct commission rate, fees, referral tags, and deposits. Flag anything that doesn’t add up.
- Payroll and time tracking support: Verify plumber commissions and helper hours each pay cycle, and chase missing clock-ins before payroll runs.
- Permits and compliance: Track every job that needs a permit. Send certificates of insurance (COIs) to cities that require them before the work is scheduled.
- Daily reporting: Send the owner an end-of-day summary every business day covering what was sold, what was collected, and what’s on tomorrow’s board.
- Process documentation: Turn every recurring task into a simple written process so the office runs the same way every day.
How Success Is Measured
- 95% of calls answered, with under 5 minutes to respond to new leads
- 75%+ of qualified leads booked
- Every lead entered the same day with its lead source
- A dispatch board that matches reality at the end of every day
- Open estimates followed up every day, per the follow-up process
- Paid invoices checked every morning, with deposits collected on scheduled work
- Hours and commissions verified before every pay run
- Permits and COIs sent before the job is scheduled
- End-of-day summary sent every business day
What You Bring
Must have:
- 2+ years as an office manager, dispatcher, customer service rep (CSR), or operations coordinator, ideally for a plumbing, HVAC, electrical, or other field service company
- Experience answering customer calls and texts as a core part of your job
- Experience owning a schedule or dispatch board for a team working in the field
- Hands-on experience with at least one field service platform: FieldPulse, Housecall Pro, ServiceTitan, Jobber, Workiz, or similar
- Clear, confident written and spoken English for US homeowners on the phone
- A reliable remote setup: stable internet, a quiet workspace, and a backup plan for outages
Nice to have:
- Direct plumbing or HVAC experience
- QuickBooks Online or QuickBooks Time
- Podium or another customer messaging inbox
- Experience checking commissions or hours before payroll
- Experience handling permits or certificates of insurance
- Basic job costing familiarity
How You Work
- Detail first: Tags, rates, fees, and notes are right the first time.
- You own it to the end: Every call, job, and estimate goes from first contact to close without the owner stepping in.
- You bring solutions: When something breaks, you raise it early with the problem, three options, and your recommendation.
- You write it down: Recurring work becomes a documented process.
- You live in the system: Every customer conversation is logged on the job, not in side texts.
Compensation & Benefits (to be provided by Offshore Launch):
- Up to $1600/mo depending on experience
- Guaranteed annual bonus of one month's salary
- Performance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores
- Comprehensive health benefits, including dependents: health, life, vision and dental insurance.
- 16 days PTO
Note:
The Client is not involved in compensation or benefits. As an employee of Offshore Launch, all compensation and benefits are to be provided by the Agency.
Please note that we anticipate a response from candidates within 24 hours of our outreach. If we do not receive a reply within this timeframe, we will assume that you are no longer interested in pursuing this opportunity.
