Customer Experience Specialist

Role Details

Type of Support: Phone and Email
Contract Duration: Permanent
Training Schedule: Monday-Friday, 8:00 am - 5:00 pm | Weekends off
Work Schedule: Monday-Friday, 10:00 am - 7:00 pm | Weekends off
Work Type and Location: Hybrid - San Pedro Sula or Tegucigalpa
Expected Start Date: July 17, 2025

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.
 

The Role

We are currently looking for a dynamic, proactive, well-versed Customer Support Specialist to provide customer support for one of our partners. Your main goal is to assist, educate, troubleshoot, see patterns, and go above and beyond to resolve customer and product problems. We are looking for expertise in how to handle providing friendly and helpful responses to customer support tickets via phone, email, and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority.
 

What You’ll Do:

• Providing excellent, friendly, and positive customer service via email, tickets, and/or phone
• Helping customers solve problems with solid troubleshooting, reading comprehension, and problem-solving skills
• Maintain customer accounts up to date by entering accurate account information
• Assist with the placement of orders, refunds, and/or exchanges
• Savvy with web, computer, and smartphones
• Able to work independently and collaboratively 
• Relating feedback and ideas from customers to stakeholders within the organization.
• Displaying ownership of assigned projects outside of traditional Customer Support duties
• Conduct payment processing and communication of all financial information.
   

What We Expect From You:

• 1+ years of Customer Support Experience, and Technical Support Experience
• Excellent, friendly, and positive customer service via email, chat, or phone
• Excellent English (spoken and/or written, C1 level)
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Ability to follow guidelines and processes
• Ability to work independently and collaboratively 
• Knowledge of Microsoft Office, Teams, and Outlook
   

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 PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].