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Executive Assistant – US & AUS Service Busines Rainmaker Remodel

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About the job

You’ll be the operational backbone between homeowners seeking construction & trade services and our partner contractors across the US and UK.

As an Executive Assistant focused on customer operations, you’ll manage inbound leads, oversee follow-ups, coordinate schedules, and take ownership of customer journeys from first contact through to booked appointments.

This is not a passive admin role. You’ll be managing processes, juggling multiple priorities, and ensuring nothing falls through the cracks, while delivering a high-touch customer experience.

Why This Role Is Perfect for You

  • This role offers the ideal blend of structured performance targets and genuine ownership.
  • Stay-at-home parents will appreciate the flexibility and professional re-entry with full training and clear systems. Experienced admin and EA professionals can leverage their organisational strength, multitasking ability, and process mindset while expanding into customer success, CRM management, and operational leadership.
  • Clear KPIs, documented workflows, and a defined progression path mean your performance directly translates into responsibility, career growth, and earning potential.

Your Growth Journey

  • → Intensive onboarding & systems training
  • → Full ownership of appointment-setting workflows
  • → Managing customer pipelines and partner portfolios
  • → Progression into senior EA, client operations, or management roles as we scale

Key Responsibilities

Call & Lead Management

  • Performance target: 90% call answer rate during working hours
  • Response standard: 90% of missed calls and new leads responded to within 10 minutes
  • Monitor web forms and inbound enquiries via Go HighLevel
  • Qualify customer needs and create detailed CRM opportunities
  • Manage multiple conversations and priorities simultaneously without loss of quality

Customer Ownership & Success

  • Act as the primary point of contact for customers during the early journey
  • Conduct Service Improvement Calls to recover lost or stalled leads
  • Perform Customer Success Calls on quoted leads to re-engage and progress them
  • Follow up for missing information, confirmations, reviews, and relationship building
  • Ensure customers feel guided, informed, and professionally managed at all times

Appointment & Process Coordination

  • Book appointments and manage contractor calendars
  • Coordinate schedules across multiple partners and time zones
  • Confirm appointments and maintain strong show-up rates
  • Update CRM pipelines as bookings are secured
  • Take ownership of appointment processes end-to-end, not just task execution

CRM & Admin Excellence

  • Maintain exceptionally clean and accurate CRM data
  • Tag leads correctly and move them through the correct pipeline stages
  • Assign tasks and follow-ups to ensure process continuity
  • Handle email communications and send quotations with specified markups
  • Identify gaps, bottlenecks, or recurring issues and flag improvements
  • What We NeedFluent English with a confident, professional phone presence
  • Strong EA-level admin skills: organised, detail-oriented, and process-driven
  • Proven ability to multitask, prioritise, and take ownership
  • Comfortable working to performance targets and response SLAs
  • CRM experience (Go HighLevel preferred, full training provided)
  • Reliable home workspace and stable internet connection
  • Premium CompensationHigh base salary (above industry standard)
  • Performance bonuses tied to call handling and lead conversion
  • Pay increases aligned with responsibility and client ownership
  • Fully remote role with structured training and ongoing support
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