Operations Coordinator

The Role:
- You will run daily operations from the moment a client books to the moment a cleaner is paid.
- You will be the main point of contact for clients and cleaners.
- Keep the schedule full and accurate.
- Make sure every contractor is compliant.
- Keep billing and payouts clean.
- This role owns execution.
- You will work from documented SOPs and help improve them.

Scheduling & Dispatch:
- Manage bookings, reschedules, and cancellations in ScheduleDrop.
- Assign cleaners to jobs based on availability, location, and service type, and confirm acceptance.
- Fill coverage gaps and handle same-day changes without letting service quality slip.
- Keep the calendar, job status, and client records in sync between ScheduleDrop and GoHighLevel.

Customer Communication:
- Manage the GoHighLevel inbox, including SMS, email, calls, and Voice AI handoffs, and respond within our service standards.
- Take over booked clients from the sales team and run onboarding, including confirmations, access instructions, and preferences.
- Resolve complaints and re-clean requests, escalating to the owner when needed.
- Run post-service follow-ups and Google review requests.

Cleaner Onboarding & Compliance:
- Move applicants through the GoHighLevel recruiting and onboarding pipeline, from application to first-job clearance.
- Collect and verify required documents, such as W-9, independent contractor agreement, insurance, ID, and background check.
- Maintain the contractor compliance tracker and run the weekly Friday compliance review.
- Make sure all contractor communication and processes follow Florida and IRS independent-contractor guidelines.
- Add newly cleared cleaners to Slack and share onboarding resources.

Billing & Payouts:
- Monitor Stripe charges, failed payments, refunds, and disputes.
- Reconcile transactions and classify entries in QuickBooks Online.
- Run the weekly payout cycle, including Monday payout gate check, Tuesday payout preparation, and Wednesday ACH release once the owner approves.
- Track monthly contractor bonuses and prepare year-end 1099 records.

Systems & Reporting:
- Monitor Zapier automations and flag failures.
- Keep GoHighLevel pipelines and contact fields accurate.
- Send a weekly operations summary to the owner covering jobs completed, fill rate, issues, reviews, payouts, and compliance status.
- Suggest SOP improvements based on what is working and what is not.

Required Qualifications:
- 2+ years in operations, scheduling, or administrative coordination.
- Experience in home services, such as cleaning, HVAC, or landscaping.
- Candidates with strong admin experience in other industries will be considered.
- Hands-on experience with a CRM, with GoHighLevel being a strong plus.
- Comfort with payment and accounting tools, including Stripe and QuickBooks Online.
- Clear, professional written English and a calm, service-first manner with clients.
- Strong organization and follow-through with minimal supervision.
- Reliable internet, a computer, and availability during Eastern Time business hours.

Preferred Qualifications:
- Experience with ScheduleDrop, Zapier, or Slack.
- Familiarity with independent-contractor (1099) documentation and compliance.
- Experience in hospitality or a premium service environment.

Tech Stack:
- GoHighLevel.
- ScheduleDrop.
- Stripe.
- QuickBooks Online.
- Slack.
- Zapier.
- Figma.

Location: Remote - GMT-06:00 to GMT-04:00

Skills required for this job:

• Accounting
• Customer relationship management (CRM)
• GoHighLevel (GHL)
• Home services
• Independent contractor hiring and compliance
• Operations
• QuickBooks Online
• Scheduling
• Slack
• Stripe
• Zapier