Maintenance Specialist

Doorstead

4d • Remote

About The Position

Doorstead is a full-service, digitally-driven tenant placements company focused on owner and tenant customers. In five years, we've achieved significant milestones, including over $60M in gross rents and indexing rental prices for over 10MM properties. We are backed by investors who supported Redfin and include executives from Opendoor and Uber. We are looking for talented individuals to help us reimagine the industry. The Maintenance Specialist is a senior role within the Maintenance Operations Team, responsible for handling complex and costly maintenance issues, guiding Maintenance Coordinators, and owning high-stakes escalations such as habitability issues and urgent or expensive repairs. This role ensures these situations are managed with urgency, sound judgment, and care for tenants and owners. Key responsibilities include managing vendor relationships, applying cost awareness to protect owner value, and developing Standard Operating Procedures (SOPs) and best practices to improve team standards. The workflow involves escalation intake and assessment, scoping and cost review, vendor selection and management, stakeholder communication, resolution and quality assurance, and documentation and improvement.

Requirements

• 2+ years of experience in property management, maintenance coordination, or a similar operations role, including time handling escalations.
• Proven experience managing sensitive or high-pressure situations, including habitability issues and upset parties.
• Strong cost awareness, with the ability to evaluate estimates, spot out-of-scope or inflated quotes, and make sound financial recommendations.
• Demonstrated vendor management skills, including relationship building, negotiation, and performance accountability.
• Experience mentoring, coaching, or informally leading team members.
• Experience writing or improving SOPs, process documentation, or training materials, with the ability to make complex workflows clear and easy to follow.
• Strong written and verbal English communication skills.
• Process-oriented, with excellent attention to detail and documentation.
• Decisive, proactive, and comfortable making judgment calls under time pressure.
• Prior experience as a virtual assistant or remote worker.
• Reliable internet connection.
• Flexible schedule.

Nice To Haves

• Experience with work order or property management software.
• Familiarity with SLAs, CSAT, and ticketing systems.
• Working knowledge of habitability standards and landlord-tenant requirements.
• Basic knowledge of building systems and repair trades.
• Experience building process documentation in tools like Notion, Miro, or Google Workspace.

Responsibilities

• Own and resolve sensitive escalations, including habitability issues, complex repairs, and time-sensitive or costly work, in line with SLAs and compliance requirements.
• Manage communication with escalated tenants and owners, de-escalating tense situations while protecting the relationship and Doorstead's standards.
• Draft, maintain, and continuously improve SOPs, playbooks, templates, and best practices for maintenance workflows, escalation handling, vendor management, and cost review.
• Identify process gaps and recurring issues, and translate them into clear, actionable documentation that Coordinators can follow consistently.
• Provide day-to-day guidance, coaching, and oversight to Maintenance Coordinators, including case consultation, workload support, and quality reviews of work orders and communications.
• Train and onboard new Coordinators, using SOPs and best practices as the foundation, and gather feedback to keep documentation current.
• Review and approve repair scopes and estimates within defined authority, and recommend cost-saving alternatives without compromising quality or safety.
• Build and maintain strong vendor relationships, including onboarding, performance tracking, rate negotiation, and accountability to quality and timeline standards.
• Track CSAT, SLA adherence, repair costs, and escalation volume, and report on trends and risks to leadership.
• Partner with the Support Teams on complex cases and cross-functional initiatives.
• Embody Doorstead's values and team culture (Athlete, Lifelong Learner, Troupe, Pioneer).

Benefits

• Option to work remotely from anywhere with an internet connection.
• Eight (8) hours of bonus pay per calendar month for international coordinators to support well-being, family, or sick leave.
• Ten (10) days of New Parent Bonus for new parent leave (adoption or childbirth).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed