Senior Tier II – Customer Operations Lead (Remote)

Perch Energy; United States; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Remote-first culture

Flexible PTO

13 holidays

Summer Fridays

Parental leave (16 weeks)

Medical, dental, vision coverage

Job summary

Perch Energy is seeking a Senior Agent, Tier II to champion complex customer issues from initial review to final resolution. This fully remote role supports delinquency workflows, cross-functional coordination, and proactive problem solving to maintain a high-quality customer experience.

The ideal candidate has 3+ years in customer operations, strong analytical and communication skills, and experience with CRM systems such as Salesforce.

Qualifications

• 3+ years in customer service or operations handling escalated cases.
• Ability to research and resolve complex billing, payment, or service issues.
• Strong written and verbal communication with cross-functional teams.

Responsibilities

• Manage escalated Tier II customer interactions from research to resolution.
• Coordinate with Billing, Subscriptions, Operations, and Engineering as needed.
• Identify recurring issues and provide actionable feedback for improvements.
• Monitor queues, ensure SLAs are met, and document resolutions clearly.
• Support delinquency workflows and partner with internal teams on root causes.

Skills

Customer service

Escalations

Analytical skills

Communication

CRM experience

Cross-functional

Tools

Salesforce

Job description

Perch Energy is seeking a Senior Agent, Tier II to champion complex customer issues from initial review to final resolution. This fully remote role supports delinquency workflows, cross-functional coordination, and proactive problem solving to maintain a high-quality customer experience.

The ideal candidate has 3+ years in customer operations, strong analytical and communication skills, and experience with CRM systems such as Salesforce.