All roles
Business Operations Specialist
Accepting applicationsA hands-on operator paired with a SmartService consultant. You take customer requests from intake to done inside ServiceTitan: investigate, build, verify, communicate and close the loop.
About SmartService
- SmartService Solutions is a Certified ServiceTitan Provider. We work with HVAC, plumbing, electrical and drain companies to get their software and operations running the way they should: pricebooks, dispatch boards, memberships, payroll, reporting, accounting workflows and call center process.
- We are a small team, so what you build lands on a real business within days. Each Operations Specialist is paired with a consultant and shares a customer portfolio with them.
The job
- The consultant diagnoses the business problem, makes the recommendation and owns the relationship with the customer's leadership team. You turn that direction into finished work.
- You sit in on the meetings. Requests come to you first. You read the request, dig through the account, pull the reports, test the configuration and get as far as you reasonably can before you need anybody. You do the build, verify it, write the customer back and close the loop.
- Most of your day is hands-on inside customer ServiceTitan accounts. Note-taking and calendar work are a small slice.
- Early on, higher-risk changes get a second set of eyes before they go live. That scope narrows as you prove out.
What you will do
- Own customer work from intake through completion: read the request, check account history, gather what is missing, inspect the configuration, reproduce the issue, do the work you are cleared to do, test it, update the customer and document what changed.
- Investigate before you ask. When you need the consultant, bring a researched question with what you checked and what you found, not a blank problem.
- Do the hands-on software work: job types, business units, tags, custom fields, forms and employee setup; memberships, pricebook updates and price increases; inventory and purchasing; accounting system troubleshooting (QuickBooks Online, QuickBooks Desktop, Sage Intacct); Pro Product setup; Zapier and other automation; third-party tools such as Broccoli, Wink Toolbox, Ply and VOIP systems.
- Attend your pod's customer meetings, take structured notes, catch commitments, create follow-up work and start executing when the call ends.
- Triage incoming requests: what is being asked, how urgent it is, whether there is enough information, whether it is inside your authority, and whether money, payroll, accounting or customer-facing risk is attached.
- Support customer training with preparation and follow-through, and deliver pieces yourself as you develop.
Requirements
- At least two years of hands-on ServiceTitan experience, well past routine end-user work. Strong candidates have been the internal ServiceTitan person at a home service company, administered the system, run reporting or worked an implementation.
- Home service industry experience in HVAC, plumbing, electrical, drains or similar.
- Customer service experience in writing and on the phone, including difficult conversations.
- Proven remote reliability: a focused workspace, dependable internet, availability during customer-facing hours and follow-through without reminders.
- Investigative instinct, detail orientation and organization across a dozen or more customers.
- Clear writing: what you checked, what changed and what happens next.
- Spreadsheet comfort: filters, formulas, lookups, cleanup and basic analysis.
- Coachability.
Nice to have
- ServiceTitan Certified Administrator or another current ServiceTitan certification
- Dispatch, CSR or call center leadership, office management or service management background
- QuickBooks Online, QuickBooks Desktop or Sage Intacct experience
- Participation in a ServiceTitan implementation or go-live
- Multi-trade or multi-location home service companies
- Zapier, Make or other automation tooling; VOIP, review, messaging and marketing integrations
- Inventory, purchasing or commercial workflows
- Building training materials, documentation or project plans
What success looks like
- At six months: you handle routine configuration and cleanup independently, your questions arrive researched, meeting commitments do not disappear, and completed work comes back with little to no correction.
- At twelve months: you own implementation projects end to end with the consultant reviewing rather than directing, you carry deep customer context, and you are the internal resource on at least one subject area.
The standard
- Understand the request. Investigate the problem. Gather the facts. Execute what you are qualified to execute. Escalate judgment when you need to. Verify the result. Communicate clearly. Close the loop.
Terms
- Travel
- Annual travel to ServiceTitan's Pantheon event, plus optional opportunities to attend other industry events and customer on-site visits.
- Benefits
- Paid time off and sick time. Health, vision and dental insurance are not offered at this time. Being fully remote also comes with its own advantages.
- Location
- Fully remote
- Schedule
- Working hours align with customer-facing hours and your assigned consultant's schedule
- Equipment
- Company-provided equipment, including a computer and monitor.
- Employment
- Full-time W2 employee. Employment is at will.
- Reports to
- Reports to the owner and works day to day inside a consultant partnership
- Work sample
- Candidates who move forward complete a short live work sample: a real ServiceTitan ticket with incomplete information, talked through live.
- Compensation
- Hourly, $50,000 to $65,000 per year depending on experience, paid bi-weekly.
- Certification
- ServiceTitan Coaching Certification exams must be passed within the first 120 days. This is a condition of the role; time and material are provided.