Operations Coordinator

Operations Coordinator

About the Company

Lago is an early-stage, fast-growing home services company. While cleaning is the foundation, there are long-term plans to expand into landscaping, lawn care, remodeling, and additional home services. The culture at Lago values hustle, ownership, accountability, and continuous improvement, all while maintaining strong team morale with high standards and high empathy.

Role Overview

As the Operations Coordinator, you will be the operational heartbeat of the company, managing the full customer lifecycle from initial lead response to post-service follow-up. This is a high-ownership role requiring independent decision-making and strong operational judgment, not merely a task-based virtual assistant position.

Key Responsibilities

• Lead Management & Conversion: Monitor LeadTruffle, respond immediately to new inquiries, convert leads into booked estimates, and ensure no missed inquiries across Thumbtack, Google, website, and referrals.
• Customer Experience: Respond quickly and professionally to calls, texts, and emails, send invoices promptly, follow up with new customers within 48 hours, drive 3–5 new 5-star Google reviews weekly, and handle complaints with a calm, solution-oriented approach.
• Scheduling & Operations (Jobber): Maintain schedules 1–2 weeks in advance, audit daily visits for accuracy (team assignments, duration, notes, travel time), manage call-offs, rescheduling, weather disruptions, and scope changes, and ensure accurate clock-in/clock-out tracking.
• Marketing & Brand Visibility: Post twice weekly on Facebook and Google Business Profile, engage in local homeowner Facebook groups, and drive consistent review generation.
• SOP Development & Team Support: Serve as a communication bridge between cleaners and customers, coach privately, praise publicly, uphold quality standards while protecting team morale, document and improve operational processes, and reduce escalations through system improvements.

Requirements

• 2+ years experience in operations, customer service, or virtual assistant roles.
• Advanced English proficiency (written and spoken) (B2-C1).
• Experience using scheduling or CRM systems (Jobber preferred).
• Strong organizational and multitasking skills.
• Ability to work independently and manage multiple communication channels.
• Strong emotional intelligence and de-escalation skills.
• Full-time availability aligned with US business hours.
• Experience using LeadTruffle (lead management), Jobber (scheduling & job management), Facebook & Google Business Profile, and advanced text & email communication platforms.

Nice-to-Haves

• Experience in the home services industry.
• Direct Jobber experience.
• Experience generating online reviews.
• Startup or early-stage company experience.
• Process improvement & SOP documentation experience.
• Local community engagement experience.

Success Metrics

• Zero missed leads.
• 95% month-over-month client retention.
• 3–5 new 5-star Google reviews weekly.
• Clean schedule with zero double bookings.
• High team morale and accountability.
• Consistent weekly marketing execution.

Key skills/competency

• Lead Management
• Customer Service
• Scheduling
• CRM Systems
• Operations Coordination
• Review Generation
• Local Marketing
• SOP Development
• Team Support
• Emotional Intelligence