Outsourcey

Customer Support

• Emergency Call Handling: Answer inbound customer and Poolsyder calls, emails and texts related to urgent pool issues such as leaks, pump failures, filtration problems, and water quality emergencies.
• Customer Enquiries: Answer inbound customer calls, emails and texts related to their regular pool service, such as “what time will my Poolsyder be here?” and “where is my invoice?”
• Outgoing call handling: Monitor customer accounts and make outbound calls as required, for example to chase unpaid invoices or provide quotes for jobs identified by Poolsyders, such as skimmer basket changes, seal replacements, etc. Also, make outbound calls to verified potential customer leads.
• Poolsyder Communication: Dealing with customer/Poolsyder issues when required, for example advising a customer if a Poolsyder advises they are running late due to weather, traffic or other circumstances.
• Rapid Triage & Assessment: Quickly identify issue severity, gather key details, and determine appropriate response level (emergency dispatch vs. scheduled service).
• Dispatch Coordination: Coordinate with on-call technicians to assign jobs based on availability, location, and urgency.
• Customer Communication: Provide calm, clear, and reassuring guidance to customers experiencing service disruptions or urgent pool problems.
• Real-Time Scheduling Support: Update and manage service appointments in dispatch or CRM systems, ensuring accurate routing and timely technician arrival.
• Escalation Management: Escalate complex or high-risk issues to senior technicians or operations leads when necessary.

Customer Support – Voice

Administrative Assistant

• Manage initial client setup and onboarding within Accelo, ensuring all customer information is accurately entered and maintained
• Close out completed customers, projects, and sales opportunities in the CRM system in a timely and organised manner
• Monitor and follow up on outstanding quotes, active jobs, and unpaid invoices to support project progression and cash flow
• Respond to incoming customer enquiries via phone, email, and website submissions with professional and timely communication
• Manage shared administration inboxes and provide administrative coverage when key team members are unavailable
• Maintain and update CRM records including job notes, client contacts, site details, and project progress updates
• Upload and organise site photos, plans, measurements, and supporting project documentation from TimeTree and other systems
• Track quote activity and maintain accurate reporting on quote statuses including won, lost, and pending opportunities

Construction Admin Assistant

IT Support

• Provide remote and onsite technical support across all levels (Level I, II, and III)
• Take full ownership of support tickets from initial response through resolution
• Troubleshoot issues related to workstations, servers, printers, networks, and software applications
• Support and manage systems including Microsoft 365, cybersecurity tools, backups, and remote access solutions
• Perform server administration tasks (Active Directory, Group Policy, DNS, DHCP, file shares, permissions, etc.)
• Configure, maintain, and troubleshoot network infrastructure (firewalls, switches, VPNs, wireless networks, VLANs)
• Monitor, test, and validate backup and disaster recovery systems to ensure reliability
• Assist with onboarding new clients, including system setup, migrations, and deployments
• Coordinate with vendors and third-party providers to resolve technical issues and maintain systems
• Maintain accurate and up-to-date documentation for systems, processes, and environments
• Follow ticketing standards, ensuring clear notes, updates, troubleshooting steps, and resolution summaries
• Identify recurring issues and proactively suggest improvements or long-term solutions
• Assist in developing and improving SOPs, workflows, and internal documentation
• Handle both basic support tasks (password resets, printer issues, user setup) and advanced engineering tasks
• Manage multiple tickets, projects, and priorities simultaneously
• Participate in after-hours or emergency support when required
• Mentor junior team members and contribute to overall team development

IT Support – Level 3

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Troubleshoot customer issues and provide effective solutions.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Collaborate with internal teams to escalate and resolve complex problems.
• Assist customers with order processing, account management, and product/service information.
• Identify customer needs and provide recommendations for products or services.
• Ensure a high level of customer satisfaction through proactive and empathetic support.
• Stay updated on company products, policies, and procedures.

Customer Support Specialist – Voice, Financial Industry Experience

Designer

• Product Drawing & CAD Modeling: Translate verbal concepts, rough sketches, and physical prototypes into fully dimensioned, production-ready CAD files (SolidWorks or equivalent) capable of being executed by CNC operators, woodworkers, and fabricators without additional interpretation.
• Material Specification & Cut Planning: Specify materials for each design (MDF, hardwood, metal, composites, and other custom materials), produce accurate cut lists, and document all tolerances and joinery methods so that any qualified shop can execute the build without back-and-forth.
• Prototype Iteration Support: Revise and update drawings based on physical prototype feedback, making incremental changes as designs evolve from concept through consumer-ready form.
• Assembly Documentation: Develop clear, consumer-friendly assembly instructions and diagrams that allow end customers to receive and assemble finished products without frustration or confusion.
• Product Visualization & Marketing Assets: Produce short illustrative render videos and 3D visual mock-ups of designs suitable for pre-order campaigns, deposit collection, and customer-facing marketing prior to first production run.
• Design Library Management: Maintain an organized, version-controlled archive of all completed and in-progress designs, enabling rapid retrieval and handoff to fabricators, manufacturers, or new team members as the product catalog scales.

CAD Designer

Sales

• Receive incoming customer work orders via email and accurately enter all order details into the production system.
• Route finalized work orders back to the appropriate internal team members so production and fulfillment can proceed without delay.
• Conduct outbound email outreach and sales prospecting on behalf of the sales team during periods of low order volume.
• Maintain and organize CRM records including contact updates, lead tracking, and pipeline cleanup.
• Monitor and manage the sales team's outbound inbox, handling follow-ups, responses, and lead qualification as directed.
• Provide general administrative assistance to the sales and operations team as needed.

Sales and Order Entry Coordinator

Digital Marketing

• Provide support for a team of Account Managers by assisting with client communication, campaign reporting, and project coordination
• Ensure all campaign and tracking information is documented within project management systems
• Assist Account Managers with client requests and optimization requests
• Support Account Managers with detailed notes during client calls
• Ensure PMC, property and contact records are kept up to date in Salesforce
• Assist with monthly client-facing reporting notes ensuring data accuracy
• Download performance reports and review individual PDFs to ensure all data is accurate
• Submit and manage internal troubleshooting tasks
• Assist with developing ad copy and managing keyword updates
• Perform account-wide changes for repeatable tasks
• Actively participate in department meetings and brainstorming sessions

Account Coordinator, Digital Marketing Experience

Accountant

• Own full-cycle accounting (AP/AR, GL, reconciliations, month-end close)
• Maintain accurate, audit-ready financial records
• Prepare monthly, quarterly, and annual financial statements
• Manage cash flow forecasting and financial planning
• Develop and enforce financial controls and processes
• Monitor business performance, margins, and cost structure
• Identify risks, inefficiencies, and financial leakage
• Support leadership with budgeting and forecasting
• Analyze financial and operational data to drive decision-making
• Build and maintain financial dashboards and reports
• Track KPIs (revenue, CAC, margins, operating costs, etc.)
• Manage all banking relationships and reconciliations
• Oversee credit card transaction flows (no cash environment)
• Ensure proper payment processing, tracking, and reporting

Marketing

• Website Content Development: Write and edit service descriptions, landing page copy, and explanatory content for two active website builds, ensuring messaging is clear and aligned with American consumer expectations.
• Developer Liaison: Act as the primary point of contact between the founder and the web developer, translating business requirements into actionable briefs and keeping both sides unblocked and on schedule.
• Software Research and Evaluation: Research, evaluate, and shortlist software tools based on business requirements provided by leadership, and present findings with clear recommendations and demo coordination.
• Marketing Coordination: Own the day-to-day progress of website completion and software implementation timelines, proactively flagging delays and following up with relevant parties to keep deliverables moving.
• Market and Consumer Research: Conduct research into American consumer preferences and market positioning to inform copy direction, service framing, and messaging strategy across digital properties.
• Founder Task Support: Assist founder in research, writing, and marketing coordination responsibilities to remove bottlenecks and accelerate progress.

Marketing Coordinator

• Manage, mentor, and motivate our offshore support team to consistently deliver an exceptional customer experience
• Monitor team performance and provide coaching, training, and feedback to help your team grow
• Conduct regular team meetings to review performance, discuss customer feedback, celebrate wins, and identify areas for improvement
• Respond to customer inquiries primarily via tickets, email, and chat, with occasional phone support
• Troubleshoot issues and provide solutions that reflect Weel’s customer-first approach
• Handle escalations and support team members with complex or sensitive cases
• Maintain accurate data, i.e. records of customer interactions and resolutions
• Develop, refine, and implement customer support processes to increase efficiency and satisfaction
• Identify trends in customer issues and collaborate with product, operations, and marketing teams to suggest improvements
• Act as a voice of the customer, helping shape a seamless experience for all users

Team Lead – Customer Service, Financial Industry Experience

Bookkeeper

• Manage e-commerce operations including product uploads, description updates, and inventory monitoring.
• Process customer orders accurately while coordinating with fulfillment teams to ensure timely delivery.
• Provide exceptional customer support via email, chat, or phone, assisting with inquiries and product selection.
• Assist with social media marketing efforts following provided SOPs.
• Maintain accurate financial records by recording daily transactions and reconciling bank statements.
• Process accounts payable and receivable, ensuring timely vendor payments and prompt client invoicing.
• Support payroll processing and prepare regular financial reports, while ensuring audit and compliance readiness.