After-Hours Maintenance Coordinator (Remote - Us Est)

About the Role
We manage residential and commercial properties in the United States. When our team is off the clock, maintenance issues don't stop — and some of them genuinely can't wait until morning.
We're looking for a reliable, calm, and sharp-thinking coordinator to be the first point of contact for after-hours maintenance calls and messages. Your most important job is knowing the difference between a real emergency and something that can wait — and acting accordingly.

What You'll Do
Answer or respond to inbound maintenance requests via phone, voicemail, text, or email during off-hours
Triage each request: determine whether it is a true emergency requiring immediate escalation, or a routine issue to be logged and scheduled
Contact and wake up the on-call manager only when the situation genuinely warrants it (fire, flooding, gas leak, security breach, etc.)
Log all requests accurately in our system with time, description, urgency level, and action taken
Communicate clearly and professionally with tenants and vendors
Follow our escalation protocols — we will train you on these
Monitor property security cameras during your shift and flag anything suspicious
Contact local police or emergency services when a situation on camera warrants it
Fill downtime with assigned ad-hoc administrative tasks — data entry, document organization, research, scheduling support, or other work as needed. This is not a sit-and-wait role.

Emergency vs. Non-Emergency — What We're Looking For
You should be able to recognize that these are emergencies:
Active fire, flooding, or structural damage
Gas leak or carbon monoxide
Broken exterior door or lock (security risk)
No heat in winter or no AC in extreme heat (depending on situation)
Medical or safety situation on property
And these are not emergencies:
Appliance not working (dishwasher, dryer, etc.)
Minor plumbing issues that aren't causing damage
Noise complaints
Requests that can be scheduled during business hours
We're not expecting perfection on day one — we'll provide training and a reference guide. We are expecting good judgment and the ability to stay calm under pressure.

Requirements
**Excellent written and spoken English**
Reliable internet connection and a quiet work environment
Comfortable using basic computer tools: email, Google Sheets or similar, messaging apps
Able to work us (est) evening/night/weekend hours consistently
responsive — if you're on shift, you're reachable

preferred
prior experience in property management, customer service dispatch, or a call center handling urgent requests
familiarity with us rental or real estate operations
experience using property management software (appfolio, buildium, rent manager, etc.) — Not required, trainable

What We Offer
Consistent part-time hours with potential to grow
Clear protocols and training — you won't be guessing
Direct communication with a small, responsive team
Long-term relationship if it's a good fit

To Apply
Please send a short message explaining:
Why you're a good fit for this role
Any relevant experience handling urgent or time-sensitive situations
Your availability (days/hours in Brazil time)
Applications without a personal message will not be considered.