Offshore Launch

• Answer incoming calls and schedule appointments in HouseCall Pro or equivalent(ServiceTitan, Jobber). • Handle overflow and after-hours customer inquiries. • Manage customer calls professionally through VoIP tools (e.g., RingCentral/AT&T Office@Hand) and correspond with the internal team. • Follow company scripts and prompts to guide a smooth, consistent booking process. • Ask relevant plumbing-related diagnostic questions to capture accurate job details for dispatch. • Maintain detailed, accurate customer records in the CRM system. • Support lead tracking via marketing/lead dashboards (e.g., Scorpion, Chirp) where applicable. • Complete other administrative tasks as needed.

• Build and manage daily technician schedules and routing in House Call Pro or equivalent (ServiceTitan, Jobber). • Triage and assign incoming service calls by urgency, technician skill match, and location. • Monitor technician GPS/status in real time and adjust routing for delays, emergencies, or call-outs. • Communicate accurate ETAs to customers and proactively update them on schedule changes. • Handle same-day schedule conflicts and emergency/overflow dispatch. • Maintain accurate, up-to-date job board and hand off complete job details to technicians and CSR. • Escalate recurring scheduling bottlenecks to the PM/Office Manager.

• Own day-to-day office operations including call center performance, scheduling/dispatch, cash collection, compliance, and administrative workflows. • Track project/job timelines from booking through completion and invoicing, flagging jobs at risk of slipping. • Monitor job costing and margin at a summary level; flag anomalies to the owner. • Manage subcontractor coordination (permits, material orders, inspections, agencies) where applicable. • Maintain accurate records in HouseCall Pro or equivalent CRM/FSM platform (ServiceTitan, Jobber). • Support hiring and onboarding processes for field and office teams.

• Manage a high volume of HVAC work orders each day (20+), across multiple job sites • Review technician reports, photos, and videos to verify diagnoses and spot issues early • Scope jobs accurately—catching misdiagnoses, inflated bids, or missing components • Provide clear, confident direction to licensed HVAC contractors—pushing back when needed • Own communication across the job: from the field to internal operations to project wrap-up • Uphold company quality standards and act as the final gatekeeper before approval and billing • Use company internal platform and documentation tools to track job progress and ensure completion

• Own the L1 support queue (9am–1pm): triage, respond to, and resolve customer-facing technical issues independently • Handle L2 bug resolution: root cause analysis, fixes, and escalation judgment across the application and database layers • Navigate and debug an existing proprietary codebase you didn't write — quickly and without extensive guidance • Shift into feature development and deeper technical work in the afternoons as ramp-up progresses • Communicate ticket status and blockers proactively — without waiting to be asked • Work within a Microsoft stack: C#, ASP.NET MVC, SQL Server, Azure

• Manage and optimize paid ads (primarily Google PPC/LSA). • Manage and optimize Google Business Profile and map pack SEO. • Manage local social profile presence (Facebook, Nextdoor, LinkedIn). • Feed the content engine to boost local SEO (blogs, new service pages). • Execute email and text marketing campaigns to existing customers. • Update directory listings monthly.

• Own inbox and calendar management across a minimum of five active calendars spanning personal, family, and multiple professional domains • Build systems and processes from scratch while simultaneously executing day-to-day tasks — without waiting for complete documentation • Manage high-volume, time-sensitive communication across multiple inboxes with strong prioritization judgment • Anticipate needs before they're voiced and act on them — proactively, not reactively • Coordinate logistics across a busy entrepreneurial household including scheduling, follow-ups, and cross-domain task management • Troubleshoot technical issues independently and maintain full ownership of your tools and workspace • Produce high-quality deliverables such as daily briefs, preparation materials, and communications on behalf of the principal • Maintain consistent communication rhythms with the executive through regular check-ins that create accountability and context

Role Description As an employee of Offshore Launch, you are being hired for a unique role within a target Client’s company. We value long-term partnerships and seek to recruit talent that will serve an individual Client’s business for multiple years. You will work full-time with the Client company. However, the Agency provides ongoing support to ensure your continued success. As such, we create space for ongoing check-ins, feedback and development through: - Membership in the Offshore Launch Slack workspace - Bi-weekly All Team meetings - Monthly reviews Your job is to help the Client succeed. Our job is to help you succeed. Qualifications - Detail-obsessed and methodical - Eager to learn and grow within a legal operations team - No legal experience required, but a sharp eye for detail is essential - Commitment to excellence and appreciation for structure and systems Responsibilities - Accurately enter and review client data into drafting software systems - Draft legal documents using provided software, templates and checklists - Proofread and edit documents to eliminate errors and ensure consistency - Conduct document reviews for formatting, grammar, and internal consistency Requirements - Perfectionist with a high level of personal pride in their work - High Integrity: someone who takes seriously the consequences of their mistakes - Enjoys catching errors and achieving 100% accuracy in documents - Thrives in work that requires meticulous attention to detail Benefits - Up to $1,500/mo depending on experience - Annual bonus up to 150% of one month's salary, contingent on quarterly performance scores - 13th month pay - Performance-based bonuses - Comprehensive HMO policy, including dependents - Annual continuing education budget to support professional development Please note that we anticipate a response from candidates within 24 hours of our outreach. If we do not receive a reply within this timeframe, we will assume that you are no longer interested in pursuing this opportunity.

• Keep clients on track. Maintain a simple green/yellow/red status for every account and send weekly updates to clients, coaches, and the CEO covering wins, next steps, and blockers. • Coordinate coaching operations. Work with coaches to manage travel, meeting scheduling, and client assignments — so nothing slips through the cracks. • Monitor performance weekly. Track key client and coach metrics, interpret the data, and surface actionable insights — not just numbers. • Own session quality. Ensure expectations are crystal clear before and after every coaching session, and follow up firmly — but warmly — to make sure commitments are met. • Drive continuous improvement. Identify and implement at least one meaningful enhancement to the client experience each month.

• Serve as a trusted technical resource for escalated support, infrastructure projects, and client onboarding • Deploy and manage Windows Server environments, including Active Directory, DNS, DHCP, and GPOs • Configure and support SonicWall firewalls, including VPNs and NAT policies • Execute disaster recovery procedures using tools like ShadowProtect, Datto, or Veeam • Administer and troubleshoot cloud platforms, including Microsoft 365, Entra ID, and Google Workspace • Communicate proactively with clients—troubleshoot issues, set expectations, and build trust • Ask for help when needed—collaborate with the team to avoid spinning cycles or wasting billable time • Use RMM tools (e.g., N-Able) to monitor and address infrastructure alerts • Create and update client documentation (e.g., IT Glue, Autotask) • Automate repetitive tasks using basic PowerShell or batch scripting • Prioritize client outcomes—deliver the right result, not just the right answer