Customer Support Hero - Ecommerce

Role Details

Type of Support: Phone, chats, and emails
Contract Duration: Temporary of 90 days
Training Schedule: Monday - Friday; 8:00 am - 5:00 pm, but flexibility is needed for 7:00 am to 4:00 pm
Work Schedule: To be determined, with at least two consecutive days off, including at least one weekend day. Availability between 6:00 AM and 6:00 PM is required
Work Type and Location: Hybrid, San Pedro Sula or Tegucigalpa
Expected Start Date: October 23, 2025

About Us

PartnerHero is now Crescendo — a stronger, bolder force in customer experience.
Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard.
We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy. At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.
Welcome to Crescendo. Welcome to what’s next.
 

The Role

We're seeking a talented Customer Support professional to join our team. In this role, you'll be the voice, face, and heart of our customer experience across multiple channels—handling inquiries via phone, email, chat, and social media. We're looking for someone who thrives on solving problems, communicating clearly, and turning every customer interaction into a positive experience. You'll need to be comfortable guiding customers through step-by-step instructions over the phone, demonstrating patience and clarity even with complex issues. Experience in eCommerce is highly preferred, as you'll be supporting customers through their shopping journey. Above all, we want someone who genuinely cares about delighting customers and has the drive to make every single interaction count.
 

What You’ll Do:

• Manage customer inquiries across all channels—voice calls, email, live chat, and social media—responding promptly and professionally according to established SLAs
• Guide customers through troubleshooting steps and product instructions over the phone with clarity, patience, and empathy
• Deliver exceptional omnichannel support, ensuring a consistent and delightful experience regardless of how customers reach out
• Proactively identify customer needs and go the extra mile to exceed expectations, turning support interactions into memorable experiences
• Leverage your eCommerce knowledge to assist customers with orders, products, shipping, returns, and account-related questions
• Collaborate with team members and other departments to resolve complex issues and continuously improve the customer experience
• Document customer interactions thoroughly and accurately in our support systems
• Stay up-to-date on product knowledge, policies, and procedures to provide accurate and helpful information
• Contribute feedback and ideas for improving support processes, tools, and customer communications
• Maintain a positive, solution-oriented attitude with a genuine drive to do the best possible job for every customer and colleague

 

What We Expect From You:

• Exceptional written and verbal communication skills in English, with the ability to clearly explain complex instructions over the phone
• Prior experience in customer support with demonstrated success in handling omnichannel inquiries (voice, email, chat, and social media)
• eCommerce experience preferred, with understanding of order management, product support, and customer purchase journeys
• Confidence troubleshooting across different platforms and channels, and navigating ambiguous customer scenarios with patience and clarity
• A customer-first mindset with strong attention to detail and the ability to prioritize effectively in a fast-paced environment
• Familiarity with support and ticketing tools (e.g., Zendesk, Freshdesk, Intercom) and comfort working across multiple communication platforms
• A solutions-focused approach with natural accountability and a genuine drive to delight customers in every interaction
• Willingness to collaborate across teams, take ownership of your performance, and go the extra mile to exceed customer expectations

 

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development