Customer Success: Operations Coordinator (Client Portal Management)
Location: Hybrid (Guadalajara, Jalisco, Mexico)
Hours Schedule: Part time - 20 hours/week (Follow EST Office hours)
About Company and Role
The client is a trail blazing leader in the restoration industry, dedicated to restoring properties and strengthening the communities we serve across multiple major U.S. markets. They partner with enterprise clients and homeowners alike, with a clear ambition to become the most trusted and preferred restoration provider nationwide. At the core of everything we do are our company core values, which serve as the foundation, language, and standard that guide our decisions, shape our culture, and drive consistent excellence across our organization.
The client partners with large property management organizations that require strict adherence to communication protocols within their dedicated client portals.
This role serves as the Operations Coordinator, the central hub of communication and execution across the full job lifecycle. Acting as the connective tissue between internal teams and external clients, you are responsible for ensuring that all updates, milestones, and exceptions are communicated clearly, timely, and with precision across multiple systems. The role requires maintaining accurate, real-time documentation both within client platforms and our internal systems, ensuring complete alignment and visibility at all times.
This is a highly detail-oriented, process-driven role that demands strong organization, accountability, and a bias for responsiveness. You will partner closely with field technicians, project managers, accounting,and leadership to ensure seamless coordination and execution from start to finish.
Key Responsibilities
Own and actively manage multiple client portals on a daily basis, ensuring all job activity is current, complete, and compliant with client expectations
Communicate with empathy, professionalism, and clarity at all times, recognizing the urgency and sensitivity of restoration work and prioritizing a customer-first experience in every interaction
Maintain accurate, real-time documentation of all updates, job statuses, communications, and exceptions across both client-facing platforms and internal systems
Serve as the central liaison between clients, dispatch, field teams, project managers, and accounting, ensuring seamless communication and alignment
Monitor, track, and respond to all client inquiries and requests within defined SLA timelines, maintaining a high standard of responsiveness and professionalism
Ensure consistent synchronization between internal systems and client portals, eliminating discrepancies and preserving data integrity across platforms
Facilitate clear communication and resolution of questions, approvals, and exceptions between customers and internal stakeholders
Proactively identify, escalate, and help drive resolution of urgent issues or bottlenecks to maintain job momentum and client satisfaction
Uphold disciplined documentation standards, ensuring all activity is thoroughly recorded, audit-ready, and easily accessible
Must-Have Qualifications
2+ years of experience in operations, coordination, or administrative roles
Demonstrated proficiency navigating web-based platforms, client portals, and online systems with speed and accuracy (critical requirement)
Strong attention to detail and process adherence
Excellent written communication skills
Ability to manage multiple systems and workflows simultaneously
Strong organizational and time management skills
Comfortable working with repetitive but critical tasks
Reliable internet and full functioning remote work setup
Nice-to-Have Qualifications
Experience working with CRMs or client portals
Experience in operations support, logistics, or project coordination
Familiarity with U.S. business operations
Experience in property management or restoration industries
