Offshore Launch

Customer Support

• Answer incoming calls, schedule appointments in Service Titan, and dispatch technicians as needed.
• Handle customer calls professionally and correspond with other team members.
• Utilize ServiceTitan dashboards to track and manage leads.
• Follow company scripts and prompts to ensure a smooth customer booking process.
• Communicate with technicians and office manager to provide job details and updates.
• Ask relevant service related questions to gather necessary information for service calls.
• Maintain detailed and accurate customer records in the CRM system.

Customer Service – Plumbing, HVAC

Content Marketing Manager

• Edit and repurpose long-form videos for various platforms including YouTube, LinkedIn, and Facebook.
• Manage the content calendar to ensure consistent publishing across all platforms.
• Create optimized titles, descriptions, and CTAs tailored to each channel.
• Analyze performance metrics using tools like YouTube Studio and provide actionable insights.
• Build and maintain marketing funnels from content to lead magnet to bookings.
• Set up and optimize email marketing campaigns around webinars and launches.
• Coordinate podcast and webinar logistics, ensuring smooth operations.
• Document workflows and utilize AI tools for efficiency.

Marketing & Content Operations Manager

Operations

• Answer incoming phone calls.
• Manage guest communication via the Hostaway App, ensuring smooth check-in and check-out experiences.
• Ensure renters complete required registration processes based on property guidelines (e.g., pool access, property entry requirements).
• Email and track completion of required forms for select properties before guest arrival.
• Create and manage digital forms (Excel, Word) to streamline registration and property management processes.
• Provide timely guest support, responding to inquiries and assisting with check-in and check-out procedures.
• Keep property listings updated on the website, ensuring accurate availability, pricing, and details.
• Maintain records of property details, including amenities, guest requirements, and any updates to property features.
• Coordinate with the property manager on maintenance requests, operational tasks, and guest-related concerns.
• Marketing admin tasks include posting to social media and updating the website as needed.

Operations Administrator

Administrative Assistant

• Prepare, submit, track, and close all permits, keeping a simple, up-to-date permit log.
• Pull weekly time and job data to maintain commission and payroll prep spreadsheets for the bookkeeper and owner to review.
• Maintain accurate customer, job, and invoice records in ServiceTitan and keep data clean.
• Build and send a short daily and weekly “numbers snapshot” from ServiceTitan with key metrics like calls, bookings, jobs sold, and open estimates.
• Turn decisions from coaching calls and internal meetings into clear checklists and tasks, and track progress so nothing falls through the cracks.
• Update and distribute simple weekly scorecards for CSRs and technicians based on ServiceTitan data.
• Listen to a set number of recorded calls each week and summarize patterns or issues for the owner to review with the CSR.
• Maintain simple trackers for truck registrations, inspections, and insurance, and send reminders for upcoming expirations or missing items.

Office Manager

Bookkeeper

• Accurately categorize and post transactions in QuickBooks Online across multiple client accounts.
• Perform monthly account reconciliations to ensure accuracy and completeness of financial records.
• Prepare financial statements including Profit & Loss reports and Balance Sheets for internal review.
• Record journal entries and maintain general ledger accuracy.
• Review financial data to identify discrepancies and resolve inconsistencies.
• Maintain bookkeeping deadlines and ensure books are completed within required reporting timelines.
• Communicate internally with team members and utilize bookkeeping task management systems to request transaction clarification when needed.
• Support back-office bookkeeping functions while following company standards, workflows, and compliance procedures.

Project Manager

• Run L10 and other internal standups, turning them into a live project board and driving follow through
• Building a process inventory across exec, delivery and sales; spotting gaps and proposing improvements.
• Identify missing or broken internal processes across sales, delivery, and leadership, document current state vs desired state, and help implement agreed improvements.
• Owning task/board tools (Planner/equivalent) and keeping work moving from intake to done.
• Maintaining key delivery / milestone calendars and making sure dependencies are handled.
• Partnering on M365/AI workflows to streamline internal processes.
• Proactively manage executive calendars and resolve conflicts (secondary)
• Conduct personalized outreach to healthcare executives on behalf of execs (secondary)
• Build initial sales decks and materials using templates (secondary)
• Draft content for decks using an AI brand-story framework (secondary)