Virtual Office Manager

We serve family-owned and owner-operated home service businesses (i.e. plumbing/hvac) on Housecall Pro, ServiceTitan, and comparable field service platforms.

We equip them with the operational infrastructure and talent to run day to day operations, so they can focus on field development, sales, and growth.

Responsibilities:

• Own day-to-day office operations: including call center performance, follow up, scheduling/dispatch, cash collection, compliance, and administrative workflows. Own the performance of customer service, scheduling, and dispatch without owner intervention.
• Track project/job timelines from booking through completion and invoicing, flagging jobs at risk of slipping.
• Monitor job costing and margin at a summary level; flag anomalies to the owner.
• Manage subcontractor coordination (permits, material orders, inspections, agencies) where applicable.
• Maintain accurate records in HouseCall Pro or equivalent CRM/FSM platform (ServiceTitan, Jobber).
• Support hiring and onboarding processes for field and office teams, including people-management for office-staff as the team grows.
• Prepare recurring operational reports (job completion rate, backlog, aging) for the owner.

KPIs / Performance Expectations

• Maintain 95% answer rate, and sub-5m speed to lead
• 75%+ booking rate on qualified leads
• Follow happy call and membership process to hit target revenue retention rates
• Multi-touch follow up on open estimates (per SOP)
• Maintain accurate weekly view of stuck or on-hold jobs
• Prepare accurate and timely payroll
• Maintain target AR balances
• Process permits, COIs, licenses, and technician paperwork accurately and on time

Requirements:

• 2+ years in project management, office management, or operations coordination, ideally in trades, HVAC, plumbing, or field services.
• Working knowledge of HouseCall Pro or a comparable FSM/scheduling platform (ServiceTitan, Jobber).
• Excellent written and verbal English communication.
• Demonstrated ability to manage multiple workstreams and follow up independently without heavy oversight.

Requirements (Nice to Have):

• Direct plumbing or HVAC industry experience.
• Basic job costing or P&L familiarity.
• Prior experience managing a small remote or hybrid team.