Role Details
Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Video Calls and Emails
Contract Duration: Permanent
Training Schedule: Monday - Friday 8:00 AM - 5:00 PM
Work Schedule: Monday - Friday Schedule assigned between 8:00 AM and 8:00 PM
Expected Start Date: November 20, 2025
About Us
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.
More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.
Join us at Crescendo, and let’s build the future of customer experience together.
The Role
Our partner develops state-of-the-art technology for short-term rentals. The Customer Onboarding team sits within the Sales organization, and the Customer Onboarding Specialist (COS) plays a key role in guiding customers through either free 30-minute Orientation sessions or paid Onboarding calls.
The ideal candidate is comfortable engaging with customers via video conferencing and email, and is able to convey professionalism while building rapport with ease.
What You’ll Do:
- Customer Onboarding: Lead engaging 30- to 60-minute onboarding calls, helping customers configure their accounts to address their specific needs. You’ll guide them through the setup process, ensuring they experience the value and benefits of the platform during their trial
- Customer Consultation: Review handover notes from the Sales team to understand customer goals and pain points. Tailor the onboarding experience accordingly, ensuring that each customer's setup aligns with their objectives
- Screen Sharing and Live Support: Host onboarding sessions via webcam, asking customers to share their screen so you can walk them through setup steps in real time, answer questions, and provide hands-on assistance
- Enterprise Onboarding: For larger clients, schedule and conduct a series of onboarding sessions, delivering in-depth training customized for different user groups within the organization.Follow communication guidelines and research solutions when needed
- Problem-Solving and Customization: Address common challenges faced by short-term rental hosts, such as automating smart lock PIN codes or connecting with multiple booking platforms, ensuring customers feel confident in the software's ability to meet their needs
- Trial Success: Your objective is to ensure that by the end of the trial, customers are confident, satisfied, and eager to become paying users who have fully experienced the software’s value
- Handoff: Ensure customers know how to access support resources, such as help articles and live support, join product beta programs, connect with our Facebook user group, and register for bi-monthly Town Halls
What We Expect From You:
- Excellent written and verbal English communication skills (EFSET C2 required)
- 2+ years of experience in customer onboarding, customer success, or technical/customer support—ideally within a SaaS or software environment
- A genuine passion for delivering exceptional customer experiences and turning challenges into opportunities to delight
- A customer-centric mindset focused on understanding needs and driving adoption and success
- Technological fluency across web, computer, mobile, and SaaS platforms, with the ability to explain software clearly and guide users through setup and troubleshooting
- Clear and concise communication skills, with the ability to explain complex processes in a simple, engaging way during live calls
- Strong problem-solving skills and the ability to tailor solutions to customer pain points on the spot
- Confidence presenting over webcam, with the ability to engage your audience and inspire trust in the product
- Strong organizational skills and the ability to juggle multiple onboarding sessions while delivering personalized support
- A collaborative mindset and the ability to work cross-functionally with Sales, Product, and Technical Support to resolve issues and ensure customer goals are met
What You’ll Get In Return:
- Hybrid working arrangements
- Competitive base salary
- Generous paid time off
- Comprehensive 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 and professional development opportunities
Top Skills
What We Do
PartnerHero is the BPO for companies that care about quality and people. We connect talented and capable people from all over the world with innovative companies who care about business metrics and values. We're big fans of integrity, finding the right fit, and bringing opportunity to places that have traditionally been left behind.
We specialize in Customer Support, Trust & Safety, Quality Assurance and Software QA. Visit our website and drop us a line.
