[Hiring] Maintenance Operations Support Coordinator @Somewhere

Role Description

This role exists to build a dedicated overnight and weekend function so that our local team can log off knowing residents are in capable hands. Every after-hours call is answered by someone calm, competent, and credible. You will own the after-hours experience end to end:

• Answering the call
• Triaging the emergency
• Troubleshooting where possible to limit damage
• Mobilizing the right vendors and team members

We are investing in you as a long-term knowledge holder, aiming for a small, dedicated team that learns our buildings, our vendors, and our playbook deeply over time.

Key Responsibilities

• Emergency Call Handling & Triage
  • Answer inbound overnight and weekend calls and emails promptly and professionally.
  • Quickly assess the situation, determine urgency, and prioritize across multiple issues.
  • Distinguish true emergencies from issues that can wait for business hours.
• Troubleshooting & Damage Mitigation
  • Walk residents through basic diagnostic steps to contain a problem.
  • Ask the right questions to understand what is happening and reduce avoidable damage.
  • Apply property and maintenance knowledge to make sound in-the-moment judgment calls.
• Dispatch & Coordination
  • Mobilize the appropriate vendors, technicians, or on-call team members based on the nature of the emergency.
  • Follow established escalation protocols.
  • Coordinate follow-up so issues are resolved, not just logged.
• Documentation & Handoff
  • Accurately log each incident, the action taken, and the current status.
  • Deliver clean shift handoffs for seamless transitions.
  • Contribute to and refine internal playbooks.
• Resident Experience
  • Communicate with warmth, authority, and reassurance.
  • Match the caller's energy and de-escalate tension.

Qualifications

• Exceptional spoken English with a clear, neutral accent.
• Availability for overnight and weekend shifts aligned to U.S. Eastern Time.
• Customer support, call center, or dispatch experience in a live, phone-based environment.
• Composure under pressure.
• Strong problem-solving instincts.
• Reliable home-office setup with stable high-speed internet, a quiet environment, a computer, and a headset.

Preferred Qualifications

• Property management, facilities, or building-maintenance background.
• Hands-on maintenance troubleshooting knowledge.
• Emergency line, after-hours, or on-call dispatch experience.
• Familiarity with U.S. — ideally NYC — residential buildings.

Ideal Candidate Profile

• Calm and steady under pressure.
• A clear, confident, and warm communicator.
• Resourceful and proactive.
• Detail-oriented and reliable.
• Genuinely invested in getting better.

Benefits

• Dedicated, long-term role with investment in training.
• Meaningful work protecting people's homes.
• Opportunity to grow into the go-to expert.