Operations & Customer Service Analyst

We are seeking a detail-oriented, proactive Operations & Customer Service Analyst to join our growing cleaning business. In this role, you will be the operational backbone of our daily workflow—ensuring our booking systems are perfectly synchronized, managing cleaner schedules, and delivering seamless communication to our clients. Initially the full hours will not be required to complete the tasks allocated, however we are looking for someone to display the skills to work alongside a growing company which their duration of work and If you love organization, master schedules, and keeping operations running like clockwork, this role is for you. Time Commitment: 8 hours per week Shift 2 days per week (4 hours per day) Monday And Friday 9:00AM- 11:00PM GMT Or 11:00AM-3:00PM Location: Remote (Requires reliable internet access and a computer) Tools You Will Use: Google Calendar, ServiceM8, Email, Indeed. (No Inbound or Outbound Calls Required) Key Responsibilities 1. Calendar & Job Coordination (The Core Priority) System Synchronization: Ensure 100% alignment between booking activity and Google Calendar. Proactive Auditing: Review schedules constantly. You must identify and flag any unassigned or unbooked cleans coming up within the next 4 weeks. ServiceM8 Integration: Map Google Calendar bookings directly into the ServiceM8 app using the client’s booked email address. This ensures clients receive accurate booking details and before-and-after content. Cleaner Availability Management: Create and maintain individual calendars for each cleaner. Block out their regular unavailability and log assigned jobs to streamline shift allocation. Schedule Sharing: Share Google Calendar links and screenshots of the upcoming 2-month horizon with relevant stakeholders; note and track any pending inquiries. 2. Customer Service & Sales Support Inbound Communications: Manage day-to-day communication channels via WhatsApp Web and email using company Standard Operating Procedures (SOPs). Quote Request Management: Handle incoming quote requests, prepare automated drafts, and ensure the sales team is securely cc'd. Client Booking Lifecycle: Answer typical availability questions, confirm minor customer details, message cleaners to align availability, and send out secure booking links to lock in jobs. Issue & Complaint Handling: Evaluate and route client issues according to company policies and T&Cs. This includes handling: Lateness complaints Cleaning complaints (within and outside of project scope) Damage reports Complaints raised past the 24-hour post-clean window Assigning quotes and resolved complaints back to cleaners for accountability 3. Content & Media Administration Photo Management: Download clean-site photos from ServiceM8 and organize them into Google Drive folders or designated WhatsApp groups. Social Media Prep: Collate and organize before/after content, sending it over for final approval before social media publication. 4. Recruitment & Onboarding (On an Event/As-Needed Basis) Note: This section is not an ongoing daily task. It is activated strictly on an as-needed basis when the business requires new personnel. Applicant Screening: Assess incoming applications on Indeed when hiring campaigns are active. Interview Management: Schedule interviews with qualified candidates and manage communications. Onboarding Administration: Send out post-interview summary emails and guide successful applicants through the initial onboarding process. Candidate Requirements Tech-Savvy: Comfortable navigating Google Workspace (Drive, Calendar), WhatsApp Web, and field management software like ServiceM8. Obsessively Organized: High attention to detail. You notice when a booking email doesn't match or a slot is left unassigned. Great Communicator: Professional, polite tone in writing for both email and WhatsApp customer support. Problem Solver: Ability to calmly navigate customer complaints and match them to the right procedural solution.