Office Manager – Plumbing & Heating (Remote, Jobber)

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

This is a remote, full-time position supporting an established, highly rated plumbing and heating company in New Hampshire. The company mostly serves homeowners: everyday plumbing repairs, water heaters, boilers, furnaces and gas lines, plus some remodels and light commercial work. You’ll work 7:30 a.m. to 4:30 p.m. US Eastern Time.

The owner is a licensed plumber who works in the field every day alongside an apprentice. Right now he answers every call, text and email himself, often while he’s on a job. You’ll take that off his plate. You’ll be the person who keeps the office running: phones, scheduling, estimates, invoices, permits and follow-up. The company already uses Jobber and QuickBooks Online. You’ll start with a newly reviewed and improved Jobber setup, written SOPs, and full support from our team. You’ll help build how a professional office works for this business.

This role is for someone who wants to own the office and give every customer a polished, professional experience without waiting to be told what to do next.

What you’ll own

• The phones and the lead inbox. You’re the first voice customers hear. Answer incoming calls and book service calls, repairs and estimates calmly and professionally. Watch the shared inbox and website form leads, and follow up first thing each morning on anything that came in after hours.
• Scheduling and dispatch. Schedule and dispatch jobs in Jobber around the owner’s day in the field. Send every customer an arrival window and an “on the way” text so nobody is left wondering.
• The estimate pipeline. Follow up on every open estimate until it’s won or declined, and keep the pipeline current so the owner always knows where each job stands.
• Invoicing and collections. Send invoices and payment links through Jobber as soon as jobs are done. Handle deposit and progress billing on remodels. Follow up on unpaid balances so nothing sits without action.
• Clean system data. Keep Jobber accurate: job details, time tracking, material costs, lead-source tags and routine price catalog updates. Make sure Jobber and QuickBooks Online stay in sync.
• Permits and insurance certificates. Track and coordinate permits for plumbing and gas work across local towns, some online and some in person. Request certificates of insurance from the insurance agent when commercial customers need them, as the owner directs.
• Vendors. Coordinate with the bookkeeper, CPA, payroll provider (ADP) and the website and marketing agency, following documented processes.
• Reporting. Send the owner a regular report on calls, bookings, the estimate pipeline, jobs completed and receivables.
• SOPs and organization. Follow the office SOP library and keep it updated as the business changes. Help move the office from scattered texts and local files to organized, shared systems.

How you’ll be measured

• 95% or more of calls answered during business hours
• Every new lead contacted within 5 minutes during business hours, and after-hours leads contacted by the start of the next business day
• 75% or more of qualified leads booked
• Arrival-window and “on the way” texts sent on every job
• Every open estimate followed up on time, per the SOP, until it closes
• Invoices sent the day the job is completed
• Receivables kept within target, with nothing aging without action
• Jobber data complete and accurate enough that the owner can trust the reports
• Permits, insurance certificates and vendor tasks done on time, every time
• About half of the role handled on your own by day 30, and all of it by day 60

You’ll succeed here if you have

• 2 or more years in office management, dispatch, customer service or operations coordination, ideally in plumbing, HVAC or other home services
• Hands-on experience with Jobber, or with Housecall Pro, ServiceTitan, FieldPulse or a similar platform
• Experience with QuickBooks Online, especially invoicing and payments
• Excellent spoken English and a confident, warm phone presence
• A strong follow-up habit. You chase estimates and invoices without being reminded.
• The ability to juggle phones, schedules and follow-ups at the same time without dropping anything
• Comfort working on your own for an owner who is on job sites most of the day
• Availability to work 7:30 a.m. to 4:30 p.m. US Eastern Time, full-time

Nice to have

• Experience with Jobber specifically
• Experience with heating work (boilers, furnaces, gas) or plumbing service
• Experience coordinating permits or certificates of insurance, especially with local town offices
• Experience with remodel billing (deposits, progress payments)
• Experience with ADP or working with a bookkeeper
• Experience helping a small business move from owner-run, informal processes to a professional office setup

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.