[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, including:
  • 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, flexing between sourcing and services coordination as volume demands.
  • 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—log, acknowledge, and action routine issues without escalation.
  • For issues that meet Tier 2 (T2) criteria, gather all available context (timeline, vendor status, client history), document thoroughly in the internal admin portal and any related data files, and hand off to the Service Manager or Team Lead with a clear summary.
  • Do not attempt to resolve T2 situations independently—the responsibility is to ensure a complete and accurate handoff, not to provide the resolution.
  • If a T2 issue arises outside of US business hours and requires immediate attention, follow the designated after-hours escalation process outlined in the applicable SOP.
• 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, or communicating on behalf of the Service Manager without prior authorization.
  • All client communication must follow the conduct and professionalism standards in SOP-CS-001 — written communications should be reviewed with AI writing tools where appropriate to ensure tone, clarity, and alignment with Worksmith values.
  • If a client raises an issue during a routine interaction, acknowledge professionally, do not engage on the substance, 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- including issues raised in Pylon.
  • Attend required team syncs and 1:1s with the Director of Vendor Success (schedule to be agreed based on time zone overlap).
  • Flag any vendor performance concerns — no-shows, poor quality, conduct issues — to the Director of Vendor Success promptly and with full documentation.

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 — client-facing written communication is a core expectation of this role.
• Proven ability to manage multiple open tasks simultaneously in a fast-paced, detail-oriented environment.
• Experience coordinating with third-party vendors or contractors — scheduling, follow-up, and quality confirmation.
• Comfortable working independently during Philippine business hours with minimal real-time US oversight.
• Proficient with work order management systems, CRMs, or operations platforms (Client Admin Portal, Slack, Google Workspace including Google Docs and Google Sheets).
• Experience working with US-based companies in an offshore or outsourced capacity.
• Reliable high-speed internet connection and a dedicated, professional remote work setup.

Preferred

• Background in commercial facilities, FM services, or multi-site property operations.
• 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 — We are a growing company with evolving processes. The right person is curious, asks thoughtful questions, and adapts quickly to change.
• Positive and hard-working attitude — This role will have busy periods and ambiguous situations. We need someone who remains proactive, solutions-oriented, and engaged.
• Patience and tenacity — Vendor and client coordination involves follow-up, delays, and occasional difficult situations. Composure and persistence are essential.
• Organized and detail-oriented — A missed work order update or an undocumented vendor issue can have real downstream consequences. Precision in record-keeping is a core expectation, not a bonus.
• Ownership mindset — We are looking for individuals who take responsibility for outcomes within their scope, proactively identify issues, and escalate concerns before they become larger problems.

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 in a rapidly evolving market.

As part of our recruitment process, all candidates are kindly asked to read, understand, and agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.