About this role
We are a staffing agency recruiting on behalf of a fast-growing, family-owned roofing company based in Raleigh, North Carolina. Built on a philosophy of honesty, education, and exceptional customer service, the company is looking for a proactive Virtual Operations & Customer Success Coordinator to become the operational backbone of the business.
As the first point of contact for homeowners, you will play a vital role in creating an outstanding customer experience while supporting the day-to-day operations of a growing business. From responding to customer enquiries and scheduling inspections to maintaining accurate CRM records, coordinating projects, and supporting marketing initiatives, you'll ensure every customer journey runs smoothly from first contact through project completion.
This is an excellent opportunity for someone who enjoys taking ownership, thrives in a fast-paced environment, and wants to grow into a future Operations Manager as the business continues to expand.
Key Responsibilities CUSTOMER COMMUNICATION & LEAD COORDINATION
Serve as the first point of contact for homeowners via phone, email, and text
Respond professionally to customer enquiries while delivering exceptional customer service
Qualify incoming leads and gather relevant information
Schedule roof inspections and appointments
Follow up with prospective customers and maintain consistent communication
Ensure every customer interaction is accurately documented within the CRM
OPERATIONS & PROJECT COORDINATION
Maintain accurate CRM records and digital customer files
Prepare and track permits and project documentation
Coordinate inspections, warranties, and administrative workflows
Support vendor coordination and day-to-day operational activities
Assist with reporting and operational tracking
Help improve internal processes and maintain organised documentation
ADMINISTRATIVE SUPPORT
Manage calendars and scheduling
Coordinate customer communications throughout the project lifecycle
Maintain organised digital records
Assist with invoicing and general administrative tasks
Support business operations with reporting and documentation
MARKETING & COMMUNICATIONS SUPPORT
Assist with email marketing campaigns
Monitor online reviews and Google Business Profile
Help create and schedule social media content
Support blog content, customer emails, and project photo organisation
Assist with general marketing initiatives as the business grows
Required Qualifications
2+ years of experience in Customer Service, Operations, Administration, Project Coordination, Executive Assistance, or Virtual Assistance
Excellent written and spoken English
Strong customer service and telephone communication skills
Experience using CRM systems
Proficiency with Google Workspace
Excellent organisational skills and exceptional attention to detail
Ability to manage multiple priorities in a fast-paced environment
Comfortable working independently while following established processes
Reliable home office setup with stable high-speed internet
Available to work during U.S. Eastern Standard Time (EST) business hours
Preferred Qualifications
Previous experience within construction, roofing, property management, facilities management, or other home-service industries
Experience supporting owner-led or small businesses
AI tools and social media experience
Email marketing platform experience
Experience coordinating projects, permits, scheduling, or field service operations
Spanish language skills are advantageous but not essential
What We're Looking For We're looking for someone who naturally takes ownership and enjoys building organised systems that help a business run efficiently.
The ideal person is:
Highly organised and dependable
Calm, professional, and confident communicating with customers
Proactive and able to solve problems independently
Detail-oriented with strong follow-through
Comfortable juggling multiple priorities without sacrificing quality
Passionate about creating exceptional customer experiences
Excited to grow alongside a small, ambitious business
Growth Opportunity This position offers the opportunity to work directly with the business owner while helping build scalable operational systems from the ground up.
As the company grows, you'll have the opportunity to take on greater responsibility, lead operational improvements, and develop into a long-term Operations Manager.