Maintenance Coordinator

Our client is a US residential property management company operating in the Arizona market, managing single-family rental homes on behalf of individual owners and investors. Their maintenance function is run on Mason, an AI maintenance coordination platform that handles work order intake, resident communication, vendor coordination, and troubleshooting guidance automatically, 24 hours a day.

The platform executes. This role guides it. As maintenance coordinator, you oversee the AI's actions across a live portfolio of work orders, verify the quality and appropriateness of its responses and recommendations, and inject corrections or additional instruction whenever human reasoning is required. You are the accountable human in a maintenance operation that never closes.

This role suits an experienced maintenance coordinator, not a beginner. You need to have carried real volume, spoken to real residents, and chased real vendors, because the whole value you add is recognizing the difference between an AI response that is merely well-written and one that is actually correct for the property, the resident, and the owner in front of you.

Key Responsibilities

AI Oversight & Work Order Management

This is the core function of the seat. You are the human intelligence behind the platform's actions.

• Monitor the AI platform's handling of active work orders across the portfolio, and verify that its troubleshooting guidance, vendor coordination and resident communication are accurate and appropriate for the property in front of it
• Inject corrections, clarifications or additional instructions into the system whenever its response needs adjusting or the situation calls for human reasoning
• Track every work order from open through completion, so nothing stalls, goes quiet, or falls through without action
• Identify patterns across work order types, recurring issues and vendor performance, and bring those insights to the property management team
• Carry a high-volume queue—this seat is built for coordinators comfortable with 200 or more work orders a month

AI Prompting & System Utilization

Getting the most out of the platform means knowing how to talk to it.

• Write and refine the prompts that direct the system's actions, improve its responses, and get more out of it for specific work order types and scenarios
• Build a working knowledge of where the platform is strong and where it is not, so you know when to let it run and when to step in
• Keep improving your prompting based on what actually happened—better instructions produce better results

Resident Communication

• Communicate directly with residents on work order status, scheduling, troubleshooting follow-up, and resolution
• Hold a professional, helpful and clear tone in every resident-facing message—this is a public-facing seat
• Handle resident concerns and questions with empathy and efficiency, escalating to the Property Manager when the situation calls for it

Escalations & PM Coordination

• Identify the work orders and situations that need to reach the property manager and hand them over with the context already assembled
• Support owner communications as directed by the PM—owner contact in this seat is limited and PM-guided
• Keep the PM team informed on developing issues, vendor problems and resident concerns that leadership needs to see

Required Qualifications

• Minimum of 2 years of maintenance coordination experience in a property management environment
• Demonstrated experience managing high work order volume—200 or more work orders per month is the expected baseline
• Strong problem-solving and independent thinking — you can assess a situation, form a judgment, and act on it without waiting to be walked through it
• Ability to evaluate AI-generated troubleshooting guidance and verify whether it is appropriate, accurate and complete for the situation
• Strong written and spoken English — this is a public-facing role that requires clear, professional communication with residents
• Comfortable working with AI tools and technology; prior experience using AI agents or writing prompts is a meaningful advantage
• Self-directed and reliable in a remote work environment

Preferred Qualifications

• Prior experience with an AI-assisted property management or maintenance platform
• Familiarity with prompt engineering or structured communication with AI tools
• Background in residential property management across single-family or multifamily portfolios
• Experience working within a PM-led team structure with defined escalation protocols

Tools & Software

• Mason — the AI maintenance coordination platform this role oversees (work order intake, resident messaging, vendor dispatch, follow-up and closing). Training is provided; prior Mason experience is not required.
• A property management system — AppFolio, Buildium, Propertyware, Rentvine, Yardi, Rent Manager or similar
• Resident communication by phone, text and email
• Microsoft Teams and OneDrive for internal collaboration and file storage
• Hubstaff for time tracking during paid working hours

What Makes You a Great Fit

• You have read a confident, well-written response and thought that is not right for this property — and you were correct
• You would rather fix the instruction once than fix the same mistake fifty times
• You can hold a queue of 200-plus as a set of priorities rather than a wall of tickets
• You write to an upset resident the way you would want to be written to when your own home is broken
• You know the difference between something the Property Manager must see today and something you should simply handle
• You are steady on a US schedule with nobody looking over your shoulder, and you flag a slipping job before anyone has to ask

The Practical Details

• Working hours: this role runs on Arizona business hours, Monday to Friday. Arizona does not observe daylight saving time, so the schedule stays the same all year and does not shift with the US seasons.
• Engagement: full-time, 100% remote, independent contractor arrangement with Remote Raven.
• Rate: up to $7 per hour, depending on experience.

What We Offer

• Up to $7/hour
• 100% remote work
• Full-time role We hire for the long haul, so a steady track record of staying and growing always moves you up our list.

To apply

Ensure your LinkedIn profile and resume are up-to-date and comprehensive (submit a comprehensive resume in English, PDF format), and complete the assessment in this link: Aptive Test (https://apply.workable.com/remote-raven/j/D5AA75635C).

A quick note on how we will reach you: our recruitment team communicates primarily through Telegram, using the mobile number on your application and resume. Please make sure that number is active and registered on Telegram, since this is where screening and interview scheduling happen. If it is not registered yet, you can set it up right after you apply — it takes only a few minutes and keeps your application moving without delay.

By applying, you consent to being contacted via the contact information provided in your application for recruitment purposes only.

Because of the volume of applications we receive, we're only able to follow up directly with candidates whose experience closely matches this role. If you don't hear from us within 10 days, please know we genuinely appreciate your interest—and we'd welcome your application to future openings that may be a stronger fit. Thank you for considering Remote Raven, and all the best in your search.

A note on scheduling: initial interviews run in US Mountain Standard Time (MST) within a 3:00 AM – 1:00 PM MST window. We know that takes flexibility around the time difference, and we genuinely appreciate it.