Optimal

Project Manager

• Identify and win new clients through outbound engagement, referrals, and networking
• Convert inbound leads into retained accounts and ongoing project pipelines
• Build client relationships and increase repeat business
• Track and report client revenue performance
• Coordinate engineer and subcontractor attendance for quote scoping
• Write and issue itemized quotes using the CRM system
• Liaise with suppliers and subcontractors to maintain cost competitiveness
• Follow up on outstanding quotes to improve conversion
• Schedule jobs in the CRM according to trade, geography, and availability
• Issue work orders to engineers or the supply chain
• Coordinate materials, access arrangements, and client communications
• Monitor job progress and completion quality
• Act as the client’s single point of contact throughout the job lifecycle
• Conduct quality checks using photos, feedback, and completion verification
• Resolve and escalate issues as necessary
• Provide job summaries and client updates
• Invoice jobs within 24 hours of completion
• Chase payments and resolve billing queries
• Track project profitability and payment cycles
• Meet weekly and monthly KPIs for revenue, jobs booked, quote turnaround, and collections
• Participate in daily stand-ups and report performance metrics
• Improve speed, accuracy, and customer experience

Client Project Manager – Refurbishment & Maintenance

Team Leader

• Oversee daily team operations, ensuring tasks are completed accurately, efficiently, and on time
• Review end-of-shift reports to track productivity, workload, and team coordination
• Act as the main point of contact for team members, providing guidance and support
• Coach and mentor team members, including conducting regular check-ins and performance feedback
• Lead onboarding and training of new hires and support ongoing team development
• Work directly with U.S. clients to review deliverables, align on priorities, and identify support opportunities
• Assist clients with system improvements, including implementing new tools or software features
• Prepare and present weekly/monthly team performance and productivity reports
• Improve internal processes by updating SOPs, templates, and training materials
• Ensure compliance with company policies, quality standards, and risk controls
• Support performance evaluations and development planning
• Escalate risks or issues to management when necessary
• Lead by example, engage the team to achieve goals, ensure smooth operations, and drive KPI attainment

Assistant Team Leader – Property Management

Customer Support

• Handle inbound support inquiries via Intercom
• Drive participant recruitment workflows by reviewing studies, monitoring progress and quality, and resolving recruitment issues
• Troubleshoot user issues and identify bugs or usability concerns
• Collaborate with Product and Success teams to improve the customer journey
• Help maintain and evolve internal and external documentation
• Suggest and implement process improvements, including enhancements to the AI agent, to increase efficiency and improve the customer experience
• Provide fast, friendly, and accurate customer support
• Escalate bugs and issue patterns appropriately to Product
• Leverage AI and automation to reduce manual workload and improve resolution time

Client Project Manager – Refurbishment & Maintenance

Assistant Team Leader – Property Management

Customer Support Specialist