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Operations Coordinator/ VA (Cleaning Company) at Lago · Bogota
Skills
Job Description
Job Title: Operations Coordinator / VA
Industry: Home Services
Work Mode: Remote- LATAM
Employment Type: Full-Time | Contractor
Target Start Date: March 2, 2026
Compensation: $8–$12 USD/hour (based on experience)
About Us
We are a Cleaning Company. Cleaning is the foundation, with long-term plans to expand into landscaping, lawn care, remodeling, and additional home services.
We are an early-stage, fast-growing company operating with high standards and high empathy. The culture values hustle, ownership, accountability, and continuous improvement while maintaining strong team morale.
Role Overview
The Operations Coordinator will serve as the operational heartbeat of the company, owning the full customer lifecycle from lead response to post-service follow-up.
This is a high-ownership role focused on:
- Speed-to-lead management
- Customer communication
- Scheduling & operations coordination
- Review generation & local marketing presence
- Supporting and coordinating the cleaning team
This is not a task-based VA role, it requires independent decision-making and strong operational judgment.
Key Responsibilities
Lead Management & Conversion
- Monitor LeadTruffle dashboard throughout the day
- Respond immediately to new inquiries
- Convert leads into booked estimates
- Ensure no missed inquiries across Thumbtack, Google, website, and referrals
Customer Experience
- Respond quickly and professionally to calls, texts, and emails
- Send invoices within 24 hours of job completion
- Follow up with new customers within 48 hours
- Drive 3–5 new 5-star Google reviews per week
- Handle complaints calmly and solution-oriented
Scheduling & Operations (Jobber)
- Maintain schedule 1–2 weeks in advance
- Audit daily visits for accuracy (team assignments, duration, notes, travel time)
- Manage call-offs, rescheduling, weather disruptions, scope changes
- 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
- Drive consistent review generation
SOP Development
- Serve as communication bridge between cleaners and customers
- Coach privately, praise publicly
- Uphold quality standards while protecting team morale
Team Support
Document and improve operational processes
Reduce escalations through system improvements
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 the following tools: LeadTruffle (lead management), Jobber (scheduling & job management), Facebook & Google Business Profile
Advance experience with text & email communication platforms
Nice-to-Haves
- Experience in 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
Remote Work: Work from anywhere—our team is global, and we value work-life balance.
Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us.
Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.
As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.