Job description
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 Operations Specialist L2 to help us deliver that same excellence at scale.
About the role
As a Customer Operations Specialist L2, 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
Manage multiple active customer projects independently
Resolve escalations quickly and thoughtfully, collaborating with cross-functional teams
Participate in daily/weekly planning huddles to align on timelines and priorities
Cover urgent follow-ups when needed and work one scheduled Saturday per quarter
Identify recurring issues and propose process improvements
Gather post-project feedback and surface customer insights
What we’re looking for
- 2+ years in customer operations, field service coordination, or a similar CX role
- Experience handling escalated cases to resolution
- Strong English communication skills (C1+)
- Excellent organization and time management
- Comfortable juggling fast-paced work and shifting priorities
- Familiarity with Slack, CRMs, and spreadsheets
- Proactive mindset—you catch problems before they escalate
Bonus points if you have
Experience mentoring or training peers
Background in home services, logistics, or field operations
Exposure to AI-powered tools for summarization or workflow automation
Spanish language skills (nice to have)
Job details
🕒 Full-time (40+ hrs/week) requires weekend availability plus one scheduled Saturday per quarter.
💻 100% remote, for the countries on this list
💵 $10 USD/hour + seasonal bonuses
🧾 Contractor role, paid weekly via Upwork
🚀 Includes a fully paid 4-week bootcamp training and 4-week trial period
Tools & Tech
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)
○ It is HIGHLY recommended to have access to a second monitor
Software & OS
● Windows 10⁄11 (64-bit)
● Latest stable macOS
Additional Setup
● 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
