Operations and Customer Success Coordinator - 20757

Role: Operations and Customer Success Coordinator
Priority Location: Philippines, South Africa, Latin America (Open to worldwide)
Working Hours: Monday-Friday, 8am-5pm PST
Target Start Date: ASAP

The final offer is at the client’s discretion and will depend on the candidate’s interview result, skills, and experience.

This is a fully remote, computer-based operations role. You will manage all customer communications, keep our active build portfolio on track, and coordinate daily between our customers, our builder, and our project management team. You will not conduct walk-throughs. You will organize and schedule them. You will not close deals. You will make sure everything is in place so they close on time.

This person is the hub of our customer operations. If something needs to happen, you make sure it does.

• Serve as the primary point of contact for all contracted buyers from signing through closing
• Send proactive milestone updates at every stage: permits, foundation, framing, inspections, final walk
• Organize and send property photos to buyers at key build stages
• Schedule walk-throughs with the builder, prepare the buyer, confirm the appointment, and send the follow-up recap
• Handle inbound buyer questions and follow-ups so the builder stays focused on building

• Maintain a live view of every active contract and its current stage in our CRM
• Flag any contract that is behind, stalled, or at risk of falling out
• Track what has been ordered, what is pending, and what is overdue. Follow up until resolved.
• Follow up with vendors, project managers, and suppliers when something should have been ordered and has not been
• Escalate to leadership when a project needs a decision

• Build and execute a repeatable daily routine so no contract goes dark
• Update the CRM after every customer interaction, milestone, and note
• Prepare a brief daily status summary for leadership on portfolio health
• Create and maintain checklists and templates that make the customer experience consistent

• Work daily with the leadership team and project managers
• Participate in weekly check-ins and flag anything that needs attention
• Support lead intake coordination when volume is high: qualify and hand off, not close

• 2+ years in a customer success, project coordination, or operations role
• Excellent written English: clear, professional, and proactive
• Highly organized with strong follow-through. Nothing falls through the cracks.
• Comfortable working across SLACK, CRM, email, SMS, spreadsheets, and project tools
• Self-directed: you manage your own daily work queue without being micromanaged
• Experience in real estate, construction, or homebuilding is a strong plus

• Milestone Updates: 100% completion rate for proactive status updates at every stage 
• CRM Accuracy: Maintaining a "zero-lag" CRM, with all customer interactions and milestone notes logged 
• Response Time: Ensuring all inbound buyer inquiries receive a response or acknowledgment 
• Portfolio Health: Proactive identification and escalation of stalled contracts before they exceed 48 hours of inactivity