Customer Project Manager

Summary

Join Ergeon, a company transforming the home improvement industry, as a Customer Project Manager. You will independently manage multiple customer projects, handling escalated and complex cases, and serve as the key link between customers, installers, and internal teams. This high-impact role involves improving processes, coaching junior teammates, and shaping the customer journey. Responsibilities include managing projects, owning escalations, collaborating in daily huddles and weekly planning sessions, performing weekend check-ins, identifying pain points and proposing improvements, and gathering post-project feedback. The ideal candidate possesses strong communication, organizational, and time management skills, along with experience in customer operations or a similar role. This is a 100% remote, full-time contractor position offering a competitive hourly rate, seasonal bonuses, and a paid bootcamp training.

Requirements

• Able to manage complex, fast-paced work with attention to detail—tracking shifting pieces, staying organized, and catching issues before they escalate
• 2+ years in customer operations, field service coordination, or similar CX role
• Proven ability to take ownership of escalated customer issues and drive them to full resolution quickly and thoughtfully
• Fluency in English, both written and spoken, is essential for success in this role
• Strong written and verbal communication—able to translate technical details into clear guidance
• Excellent organization and time management, juggling active cases and ad-hoc priorities
• Proficiency with Slack, CRMs, and spreadsheet-based tracking
• Proactive mindset: you spot and own problems and raise your hand if needed, before they become emergencies
• Processor ○ Windows (Intel): Core i5, 14th Gen or newer ○ Windows (AMD): Ryzen 5, 7000 Series or newer ○ Windows (Qualcomm): Snapdragon X Series or newer (Windows on ARM) ○ Mac: Apple M1 Pro or newer — M4 (non-Pro) also accepted
• Memory ○ Windows: 16 GB DDR4 RAM (minimum) – 24GB recommended ○ Mac: 16 GB unified memory (minimum)
• Storage : 512 GB NVMe SSD
• Graphics ○ Windows: Integrated Graphics (Intel Iris Xe or AMD Radeon 680M or higher)
• Display: Full HD (1920 x 1080) ○ It is HIGHLY recommended to have access to a second monitor
• Windows 10/11 (64-bit)
• Latest stable macOS
• Stable internet: 10 Mbps upload / 20 Mbps download (minimum)
• Noise-canceling headset with microphone
• Power backup: 250–300W UPS
• Access to 3.5 GB/day of data during outages

Responsibilities

• Independently manage multiple customer projects, including handling escalated and complex cases
• Own escalations to resolution, collaborating cross-functionally (engineering, product, sales, support) when needed
• Collaborate in daily huddles and weekly planning sessions to align on deadlines, ETAs, and surge capacity
• Perform weekend check-ins when needed and handle urgent follow-ups promptly, including availability for one scheduled Saturday per quarter
• Identify recurring pain-points and propose process improvements, documenting changes and tracking impact
• Gather post-project feedback loops and surface customer insights to leadership

Preferred Qualifications

• Experience mentoring or training peers in a fast-paced operations environment
• Background in home services or logistics
• Familiarity with AI-powered tools for case summarization and workflow automation
• Spanish language skills (nice to have)

Benefits

• $10 USD/hour + seasonal bonuses
• Contractor role, paid weekly via Upwork
• Includes a fully paid 4-week bootcamp training and 4-week trial period