Maintenance Coordinator

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee work orders managed by the proprietary AI agent Mason in real time to ensure troubleshooting precision and execution.

• Step in during edge cases by supplying structured inputs and guidelines for Mason.

• Create, test, and enhance prompts to boost AI context understanding, response quality, and operational productivity.

• Monitor and handle over 200 work orders monthly from the initial report to completion and sign-off.

• Assess resident maintenance requests, identify root causes, and decide on vendor dispatch or DIY alternatives.

• Collaborate with vendors, contractors, and internal field technicians to ensure prompt resolutions and maintain cost efficiency.

• Engage with residents through phone, email, and messaging platforms to provide updates and collect issue details.

• Elevate complex, high-cost, or sensitive maintenance situations to property managers with relevant context and suggested actions.

• Manage select owner-facing communications under the direct supervision of property managers.

⛳️ Requirements

• A minimum of 2 years experience in property maintenance coordination, managing at least 200 work orders each month.

• Practical experience with AI tools, LLMs, or AI agents.

• Familiarity with basic prompt structure, which includes system prompts, context setting, guardrails, and logic workflows.

• Experience using property management software like AppFolio, Buildium, Rentvine, Yardi, or RealPage.

• Proficiency with ticketing systems such as Zendesk or Freshdesk.

• Outstanding verbal and written English communication skills at a C1/C2 level.

• Strong diagnostic skills and the ability to make independent decisions with minimal oversight.

• High accuracy in data entry, auditing AI outputs, and maintaining job logs.

• Willingness and capability to work from 5PM SAST to 2AM SAST.

🏝️ Benefits

• Competitive salary package.

• Opportunities for professional development and training.

• Flexible working hours.

• Collaborative and inclusive work environment.