Customer Project Manager

About Ergeon

At Ergeon, we’re transforming the home improvement industry. With over 30,000 happy customers across 40% of U.S. households and an NPS of 72, we’ve proven that quality, transparency, and exceptional customer experience make a real difference. Now, we’re looking for a Customer Project Manager to help us deliver that same excellence at scale.

About the Role

As a Customer Project Manager, you’ll take full ownership of customer projects from start to finish—including escalated and complex cases. You’ll be the key link between customers, installers, and internal teams, ensuring everything runs smoothly. This is a high-impact role with real responsibility: you’ll help improve our processes, coach junior teammates, and play a critical part in shaping the customer journey.

What You'll Do

• 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.

What We're Looking For

• 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.

Bonus Points If You Have

• 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)

Job Details

• Type: Full-time (40+ hrs/week)
• Availability: Requires weekend availability plus one scheduled Saturday per quarter.
• Location: 100% remote, for the countries on this list
• Compensation: $10 USD/hour + seasonal bonuses
• Employment: Contractor role, paid weekly via Upwork
• Onboarding: Includes a fully paid 4-week bootcamp training and 4-week trial period

Tools & Tech Requirements

To thrive in this role, you’ll need a professional-grade remote setup that meets these minimum requirements:

Device & Performance

• 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)
  • Recommendation: It is HIGHLY recommended to have access to a second monitor

Software & OS

• Windows 10/11 (64-bit)
• Latest stable macOS

Additional Setup

• Internet: Stable internet: 10 Mbps upload / 20 Mbps download (minimum)
• Audio: Noise-canceling headset with microphone
• Power Backup: 250–300W UPS
• Data: Access to 3.5 GB/day of data during outages