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 with weekly pay via Upwork, including a paid bootcamp and trial period.

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

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