Remote Office Manager – Plumbing & Heating (Housecall Pro)

About Offshore Launch:

Offshore Launch is a business and growth operations firm helping home service owners scale their operations.

We design, build, and staff business and revenue operations so the shop runs on clear process, technology and data - so owners can work on the business instead of being trapped inside it.

We are a people-centered agency with a passion for leaving every employee and client in a better position than we found them.

Why Join Offshore Launch?

• Impact the growth and success of small and medium-sized businesses.
• Work in a people-first, remote environment that values career growth.
• Access comprehensive benefits that include HMO, PTO, transparent bonus, raise and career pathways - with an overall emphasis on teamwork, collaboration, and work/life balance.
• Contribute to a culture that values partnership, service, and excellence.

Who We Serve

We serve family-owned and owner-operated home service businesses (i.e. plumbing/HVAC) on Housecall Pro, ServiceTitan, and comparable field service platforms. We equip them with the operational infrastructure and talent to run day-to-day operations, so they can focus on field development, sales, and growth.

This role supports a family-owned plumbing and heating company running on Housecall Pro and Gusto. You’ll be the administrative backbone of the business: taking calls off the owner’s cell phone and running every booking, schedule change, invoice, permit, and new hire so the owner can stay in the field.

Responsibilities:

• Own call handling and booking: answer every inbound call plus LSA and Angi leads, book the diagnostic/dispatch visit on the first call (no pricing over the phone), and route unusual calls (e.g., boiler work) to the owner.
• Own the Housecall Pro schedule: book arrival windows, reshuffle the day when a plumber sells a larger job (tankless, dig), and handle every customer reschedule.
• Invoice every job in Housecall Pro, collect payment at completion, and run the AR follow-up process through to collections. Manage card-on-file and net-30 terms for commercial accounts.
• Log every flat-rate estimate in Housecall Pro and keep its status current.
• Run payroll, onboarding, and offboarding in Gusto, including I-9s and new-hire paperwork, uniforms, and tracking of each plumber’s iPad, company card, and van.
• Pull permits, book equipment (e.g., backhoe) for dig jobs, send COIs to cities and commercial customers, and track license renewals.
• Monitor the general office inbox daily (website forms, owner requests).
• Deliver weekly office reports from Housecall Pro.
• Document every recurring task as an SOP, and keep Housecall Pro set up correctly (skill tags, price book, GPS tracking).

KPIs / Performance Expectations

• Answer every call and lead; no callbacks required from the owner
• 80%+ booking rate on qualified leads
• Every job invoiced and collected at completion; unpaid invoices followed up daily for 4 days, then weekly, with do-not-serve at 30 days and collections at 60 days
• Every estimate logged with a current status
• Accurate and on-time payroll
• Permits, COIs, licenses, and technician paperwork processed accurately and on time
• Weekly reports delivered on time and accurate

Requirements:

• 2+ years in office management, dispatch, or operations coordination, ideally in plumbing, HVAC, or field services.
• Working knowledge of Housecall Pro or a comparable FSM platform (ServiceTitan, Jobber).
• Strong phone presence, plus excellent written and verbal English.
• Able to own work from start to finish and follow up on your own without close supervision.
• Organized and detail-oriented, with a habit of documenting processes.

Requirements (Nice to Have):

• Direct plumbing or heating industry experience.
• Experience with Gusto or a similar payroll/HR platform.
• Experience handling permits, COIs, or AR collections.

Compensation & Benefits (to be provided by Offshore Launch):

• Up to $1600/mo depending on experience
• Guaranteed annual bonus of one month's salary
• Performance-based annual bonus up to 1.5x one month's salary contingent on quarterly performance scores
• Comprehensive health benefits, including dependents: health, life, vision and dental insurance.
• 16 days PTO

Note:

The Client is not involved in compensation or benefits. As an employee of Offshore Launch, all compensation and benefits are to be provided by the Agency.

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.