About the Client

Our client is a rapidly growing plumbing company in the United States focused on same-day residential and light commercial service. With increased call volume, field activity, and internal process needs, they are seeking a hybrid technical/administrative assistant who can support both the office and operations teams.

Role Overview

This is a specialized hybrid role combining Virtual Assistant responsibilities with ServiceTitan technical support. You will manage communication, coordinate workflows, assist with quoting and customer interactions, and help automate and streamline processes inside ServiceTitan. The ideal candidate is tech-savvy, organized, proactive, and capable of handling both customer-facing and backend operational tasks. This is a long-term position with potential to evolve into a higher-level remote EA/operations leadership role.

Key Responsibilities

Customer & Office Communication

Manage email correspondence on behalf of the business (insurance communication, customer inquiries, follow-ups).
Assist with inbound and outbound communication such as follow-up calls, quote follow-ups, scheduling updates, and documentation requests.
Coordinate conversations with customers regarding job updates, timelines, and next steps.
Support conversations with business partners and vendors as needed.

Operational Support

Move quotes and leads through the pipeline and ensure timely follow-up.
Assist with processing customer documents and insurance-related paperwork.
Coordinate with the field team on job details, updates, and documentation requirements.
Help organize business processes and streamline communication across the team.

ServiceTitan Support (Primary Technical Scope)

Utilize strong ServiceTitan knowledge to execute system tasks or learn ServiceTitan quickly using built-in learning modules.
Create notifications, automation triggers, and internal workflows (e.g., updating job statuses, creating reminders, sending automated communication).
Assist in developing streamlined processes, both inside and outside of ServiceTitan.
Support dispatching tasks such as job updates, tagging, technician notes, and follow-through.
Troubleshoot basic system issues and help maintain accurate data within the CRM.

Internal Coordination

Trigger tasks internally (e.g., assigning a Slack task for permits or job documentation).
Prepare daily/weekly operational summaries when needed.
Support both the owner and office manager with time-sensitive follow-ups.

Sales Follow-Up Support (Bonus)

Conduct follow-up communication for pending quotes.
Assist with pipeline opportunities to increase job conversions.

Qualifications

Required

Strong experience with ServiceTitan OR demonstrated ability to learn complex systems quickly.
Excellent written and spoken English with neutral or minimal accent.
Background in supporting U.S.-based service businesses (plumbing, HVAC, electrical, or similar is a plus).
High attention to detail, strong organizational skills, and ability to work independently.
Comfortable interacting professionally with customers, vendors, and internal team members.
Ability to work U.S. night shift.

Preferred

Prior experience with plumbing or home-service workflows.
Familiarity with job pipelines, quoting, permits, and field operations.
Experience automating tasks or creating workflows inside ServiceTitan.
Strong follow-up skills and comfort with light sales coordination.

Schedule

U.S. hours Business Hours

Ideal Candidate Profile

Tech-savvy and proactive problem-solver.
Strong communicator with excellent follow-through.
Able to handle both technical system tasks and high-touch customer interactions.
Organized, reliable, and comfortable managing multiple moving parts.
Looking for long-term remote work with evolving responsibilities.