Customer Escalations Expert

Ergeon; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A construction technology company is looking for a driven Associate Project Manager to manage customer escalations. This remote role requires a minimum of 2 years of experience handling escalated customer issues, strong communication, and problem-solving skills. You will collaborate with various teams to enhance customer satisfaction and oversee the resolution of complex problems. Monthly compensation ranges from $2,150 to $2,450 USD, depending on experience.

Formación

• 2+ years of experience handling escalated customers.
• Strong communication skills with customers and teams.
• Ability to manage multiple tasks and projects.

Responsabilidades

• Oversee customer escalations and ensure resolution satisfaction.
• Collaborate with teams to improve customer experience.
• Support and follow up on complex escalations.

Conocimientos

Handling escalated customers

Negotiation skills

Communication skills

Problem-solving skills

Attention to detail

Organizational skills

Tech-savvy

Stress management

Herramientas

Chrome browser

Headset with noise-cancelling microphone

Backup power supply

Descripción del empleo

About Ergeon

We are disrupting the trillion‑dollar construction industry with technology, making it possible for almost any profession to operate remotely.

Our company is the only startup combining the strengths of technology and remote work to solve the challenges of residential construction.

Unlike most other products and services, hiring a contractor for a home‑improvement project is far from a 1‑click experience today.

Ergeon aims to empower skilled local contractors with human and technology‑powered services to make home improvement easy.

We take a full‑stack approach to create a seamless experience for homeowners, and leverage technology to scale the front & back offices of contractors.

We proudly have staff (aka “Ergeoneers”) in over 40 countries, with a great score and recommendation rating on Glassdoor.

Come join us to make construction friendly and accessible!

Overview of the Role

We are looking for a driven and experienced Associate Project Manager to work in our Operations team as a Customer Escalations Expert.

As the SME for CX Escalations, you will manage and resolve customer issues to ensure their satisfaction with our products and services.

The Associate Project Manager will collaborate closely with cross‑functional teams to identify root causes and develop effective solutions for improving the overall customer experience.

Responsibilities

• Oversee metrics related to escalations, cancellations, delivery margin leakage and warranties.
• Work closely with Sr PMs, AR, Field to maintain escalation resolution TATs under 90 days.
• Follow up on complex CX escalations by taking over from Sr PMs for the more complex cases.
• Support weekly House escalation meetings.
• Handle escalations exceptions (e.g., write‑offs, release‑agreement prep, communications with CSLB, BBB, etc).
• Participate in the weekly cross‑functional escalation meeting.
• Support plans to turn around 1‑to‑3 star Public Reviews, CSLB and BBB complaints, and follow up until resolved.

Desired Skills and Experience

Must have

• 2+ years experience handling escalated customers.
• Experience handling negotiations with both internal and external customers and installers/contractors.
• Strong communication skills with the ability to communicate effectively with customers and cross‑functional teams.
• Excellent problem‑solving skills with a track record of resolving complex customer issues.
• Strong attention to detail and the ability to prioritize and manage multiple tasks simultaneously.
• Excellent written and verbal communication, interpersonal, and relationship‑building skills.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
• Detail‑oriented with strong organizational skills to complete and appropriately document tasks in multi‑step processes.
• Tech‑savvy and quick to interface with multiple programs/websites/spreadsheets at once.
• Ability to handle stressful situations/interactions with customers.

Nice to have

• B2B Negotiation experience.
• Prior knowledge in home services.
• Prior experience in construction project management.

Technical Requirements

• Good laptop setup with Chrome browser.
• Minimum of 8 GB RAM.
• Minimum processor: for Intel variants – Core i Series (8th Gen) or higher, Pentium N series (Quad‑core variant) or higher, Celeron J series or higher (Quad‑core variant); for AMD variants – Ryzen 3, 3rd generation or higher.
• Stable high‑speed internet connection: at least 5 Mbps upload and 20 Mbps download.
• Headset with a noise‑cancelling microphone.
• Power backup: UPS or other reliable backup.
• Data availability: ability to access up to 1.5 GB of data per day during storm outages.

Compensation

Monthly salary between $2,150–$2,450 USD, depending on experience and location.

Your final compensation will depend on your placement on our Career Ladder and will be calculated hourly.

Additional Important Information

Location

This is a 100% remote position, for people located in the countries listed here.

Availability

This position is full‑time with expectations of at least 40 hours per week. Working hours will be set within Monday through Sunday between 7:00 am – 6:00 pm PST/CST/EST.

Bootcamp

Training period of 5 weeks including: Jr PM Bootcamp, 1‑1 sessions, constant mentoring, teamwork, practical use and understanding of our technical tools, and live exercises to develop abilities.

You will have a full immersion in the program.