Maintenance Coordinator (AI-Powered)

Position Overview

We are looking for an experienced Maintenance Coordinator to oversee and direct our AI-powered maintenance platform, Mason. Mason handles the heavy lifting of work order processing and resident communication, but it requires a seasoned coordinator in the driver's seat: someone who can evaluate what the AI is doing, catch what it misses, and step in with the right judgment when the situation calls for it.

The right person for this role has real maintenance coordination experience — ideally managing 200 or more work orders per month — and is comfortable working alongside an AI agent rather than against it. You do not need to be a software engineer, but you do need to understand how to communicate with and guide an AI system effectively. If you are someone who takes pride in solving problems, thinks independently, and knows maintenance operations well enough to spot when something is off, this role is a strong fit.

About Mason

Mason is an AI-backed maintenance coordination platform that automates work order intake, resident communication, vendor coordination, and troubleshooting guidance. The coordinator's role is to oversee Mason's actions, verify the quality of its responses and recommendations, and inject corrections or additional instructions as needed. Mason executes — you guide.

Key Responsibilities

AI Oversight & Work Order Management

This is the core function of the role. You are the human intelligence behind Mason's actions.

• Monitor Mason's handling of active work orders across the portfolio and verify that its troubleshooting guidance, vendor coordination, and communication are accurate and appropriate
• Inject corrections, clarifications, or additional instructions into Mason when its responses require adjustment or the situation calls for human reasoning
• Track work order progress from open through completion, ensuring nothing stalls or falls through without action
• Identify patterns in work order types, recurring issues, or vendor performance and bring insights to the PM team
• Manage a high-volume work order environment — this role is designed for coordinators comfortable handling 200 or more work orders per month

AI Prompting & System Utilization

Getting the most out of Mason requires knowing how to communicate with it effectively.

• Create and refine prompts to direct Mason's actions, improve its responses, and better utilize its capabilities for specific work order types or scenarios
• Develop a working knowledge of Mason's strengths and limitations so you know when to let it run and when to intervene
• Continuously improve your prompting approach based on outcomes — better instructions produce better results from the system

Resident Communication

• Communicate directly with residents on work order status, scheduling, troubleshooting follow-up, and resolution
• Maintain a professional, helpful, and clear tone in all resident-facing communication — this is a public-facing role
• Handle resident concerns and questions with empathy and efficiency, escalating to the PM when the situation requires it

Escalations & PM Coordination

• Identify work orders or situations that require escalation to the Property Manager and communicate them clearly with the relevant context
• Support owner communications as directed by the PM — coordinator interaction with owners is limited and guided by PM direction
• Keep the PM team informed on any developing issues, vendor problems, or resident concerns that need leadership awareness

Required Qualifications

• Minimum of 2 years of maintenance coordination experience in a property management environment
• Demonstrated experience managing high work order volume — 200 or more work orders per month is the expected baseline
• Strong problem-solving and independent thinking skills — you can assess a situation, form a judgment, and act on it without waiting for someone to walk you through it
• Ability to evaluate AI-generated troubleshooting guidance and verify whether it is appropriate, accurate, and complete for the situation
• Strong written and oral English communication skills — this role is public-facing and requires clear, professional communication with residents
• Comfortable working with AI tools and technology — prior experience using AI agents or writing prompts is a meaningful advantage
• Self-directed and reliable in a remote work environment

Preferred Qualifications

• Prior experience with AI-assisted property management or maintenance platforms
• Familiarity with prompt engineering or structured communication with AI tools
• Background in residential property management across single-family or multifamily portfolios
• Experience working within a PM-led team structure with escalation protocols