Customer Support Specialist II

About the role

Crescendo is looking for talented folks to join our Customer Support Teams. You will solve support cases that include basic troubleshooting and knowledge sharing, along with providing above-and-beyond empathy. It's required that you be disciplined in working autonomously and that you be determined, self-directed, and driven. We have a range of opportunities available across different industries, including EdTech, eCommerce, FinTech, Health, Wellness, and more.

Key responsibilities

• Provide a personable, friendly, and positive customer service experience across all channels.
• Work independently and collaboratively to complete tasks on time based on urgency and importance.
• Support teammates by completing assigned tasks on time, helping others, and communicating your workload with leads and managers.
• Follow communication procedures, guidelines, and policies. Research answers or solutions as needed.
• Escalate to your direct report when unsure or unable to make a decision or solve a problem.
• Efficiently address and resolve user issues primarily via live channels while maintaining and exceeding KPIs focused on customer satisfaction, productivity, and accuracy.
• Handle booking support requests to drive retention and ease of use.
• Assist customers throughout the partner's experience across the dual-sided marketplace.
• Establish connections and build customer trust.

About you

• Excellent English skills, both verbal and written (EFSET results must be at the C2 level).
• Excellent problem-solving and communication skills.
• Organized, accountable, and responsible.
• Excellent time management skills, punctuality, and adherence to schedule.
• Strong critical thinking, empathy, active listening, initiative, adaptability, and problem-solving skills.
• Ability to work effectively in a fast-paced environment.
• Comfortable using web applications, computers, and smartphones.
• Passion for creating an exceptional customer experience.
• Eager and curious to learn.

About us

Crescendo is an AI-powered solutions company that transforms how businesses engage with their customers. We believe customer interactions should be seamless, personalized, and impactful. Our people are at the heart of what we're building. At Crescendo, you'll join a team of driven builders addressing complex challenges where AI, software, and customer experience come together. We foster a flexible and inclusive culture with opportunities for mentorship, growth, and meaningful impact, while pushing the boundaries of what's possible with AI-powered customer engagement.

Benefits

• Hybrid workplace, depending on the partner, role, management, and/or personal workspace.
• Overtime opportunities, if applicable.
• Competitive compensation based on experience.
• Access to free posture-based fitness workouts from home.
• Training opportunities provided by Crescendo and external entities.
• 1-on-1 coaching, feedback sessions, mentorship, and opportunities for cross-functional development.
• Be part of a people-first, values-driven organization.
• Work with innovative global partners and diverse teams.