[Hiring] Facility Coordinator @Lago

Role Description

The Facility Coordinator (Offshore) is a full-time remote role based in the Philippines, operating during Pacific Standard Time (PST) business hours to extend operational coverage and support the US-based team and clients. This role sits within the Vendor Success department and reports to the Director of Vendor Success.

The primary function of this role is to support work order coordination, vendor sourcing, and internal operations across the full lifecycle of service delivery. While this role works closely with Service Managers and the Sourcing & Services Team, it operates independently within clearly defined boundaries and escalation protocols.

Responsibilities:

• Work Order Coordination
  • Own the full lifecycle of assigned work orders across all three work order types.
  • Receive, log, and triage incoming Standard (One-Time) and Emergency work orders, confirming client details, scope, and urgency level.
  • Coordinate and dispatch qualified in-network vendors within defined priority SLAs.
  • Manage Recurring work order schedules — confirm upcoming visits, vendor readiness and completion documentation.
  • Track all open work orders in the Worksmith Admin Portal from intake to close-out, ensuring status is current at all times.
  • Flag Emergency work orders to the US-based Service Manager immediately upon receipt, regardless of time zone.
  • Obtain and file vendor completion confirmations, photos, and sign-offs per SOP-CS-003 standards.
• Vendor Sourcing
  • Participate fully in the Sourcing & Services team backlog.
  • Source qualified vendors for reactive (one-time, no in-network vendor) work orders — outreach, vetting, quote collection, and selection.
  • Build and maintain vendor relationships in assigned service categories and regions.
  • Contribute to the shared task backlog alongside US-based S&S Team Members.
  • Document new vendor contacts and sourcing outcomes in the Worksmith Admin Portal for team visibility.
  • Never contact a client directly as part of a sourcing task — all client-side coordination routes through the Service Manager.
• Escalation Support
  • Serve as the Tier 1 (T1) point of contact for issues surfaced during your working hours.
  • Handle and resolve T1 issues independently in accordance with established SOPs.
  • For issues that meet Tier 2 (T2) criteria, gather all available context and document thoroughly.
  • Do not attempt to resolve T2 situations independently.
  • If a T2 issue arises outside of US business hours, follow the designated after-hours escalation process.
• Client Communication
  • Client contact is limited to routine, operational interactions only.
  • Acceptable: Scheduling confirmations, appointment reminders, ETA updates from vendors, routine check-ins on open work orders.
  • Not acceptable: Discussing complaints, addressing dissatisfaction, providing updates on unresolved issues, making commitments outside approved scope.
  • All client communication must follow the conduct and professionalism standards in SOP-CS-001.
  • If a client raises an issue during a routine interaction, acknowledge professionally and notify the Service Manager immediately.
• Administrative & Operational Support
  • Maintain accurate and timely records in the Worksmith Admin Portal for all work orders, vendor interactions, and escalations.
  • Support the S&S Team Lead with recurring service scheduling, vendor confirmation tracking, and backlog management.
  • Attend required team syncs and 1:1s with the Director of Vendor Success.
  • Flag any vendor performance concerns to the Director of Vendor Success promptly.

Qualifications

• 2+ years of experience in facilities coordination, property management, maintenance operations, or a closely related field.
• Strong written and verbal communication skills in English.
• Proven ability to manage multiple open tasks simultaneously in a fast-paced, detail-oriented environment.
• Experience coordinating with third-party vendors or contractors.
• Comfortable working independently during Philippine business hours with minimal real-time US oversight.
• Proficient with work order management systems, CRMs, or operations platforms.
• Reliable high-speed internet connection and a dedicated, professional remote work setup.

Requirements

• Background in commercial facilities, FM services, or multi-site property operations.
• Experience working with US-based companies in an offshore or outsourced capacity.
• Familiarity with US business norms, particularly around client communication and service expectations.
• Experience using AI writing tools to improve the quality of written communications.
• Exposure to vendor vetting or sourcing processes.

Character & Culture Fit

• Willingness to learn — curious, asks thoughtful questions, and adapts quickly to change.
• Positive and hard-working attitude — proactive, solutions-oriented, and engaged.
• Patience and tenacity — composure and persistence are essential.
• Organized and detail-oriented — precision in record-keeping is a core expectation.
• Ownership mindset — takes responsibility for outcomes within their scope.

Benefits

• Remote Work: Work from anywhere—our team is global, and we value work-life balance.
• Growth Opportunities: As a key player, you’ll have the chance to shape your role and grow with us.
• Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success.

As part of our recruitment process, all candidates are kindly asked to read, understand, and agree to Lago’s Confidentiality and Non-Circumvention Agreement.