Customer Support Specialist II (Hybrid)

Role Details

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

As a Level 2 Support Representative at HappyCo, you will play a critical role in delivering exceptional customer experiences by resolving common issues, partnering with cross-functional teams, and contributing to continuous support process improvements. You’ll act as a subject matter expert on our platform, tools, and workflows—working closely with the L2 support team, Product, and Engineering to ensure fast, consistent, and high-quality outcomes for our customers. This is a hands-on role for someone who thrives on solving challenging product troubleshooting problems and providing excellent customer service.
 

What You’ll Do:

• Become a knowledgeable product expert
• Receive, investigate, and respond to support tickets via Zendesk, Slack, and email—bringing urgency, accuracy, and empathy to every interaction
• Troubleshoot complex platform issues involving integrations, data flow, permissions, and user access across multiple systems
• Use diagnostic tools (e.g., Zendesk Explore, logging dashboards, internal admin tools) to reproduce issues, document root causes, and inform cross-functional follow-up
• Collaborate with L2, L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact assessments
• Partner with the CSOL and Support leadership to identify ticket trends and recommend workflow, documentation, or product improvements
• Contribute to improvements in knowledge base, support, and other documentation.
• Deliver a customer experience that reflects HappyCo’s values—clear, timely, helpful, and thoughtful

What We Expect From You:

• Experience in a technical customer support or SaaS support operations role
• Experience resolving complex, escalated support issues independently
• Strong technical troubleshooting skills across integrated SaaS platforms, including data flow, system permissions, and third-party integrations
• Proficiency with Zendesk or a similar ticketing platform; ability to effectively use views, macros, and triage workflows
• Experience interpreting customer-facing issues using logs, metrics dashboards, or internal tooling
• Excellent communication skills, with the ability to distill technical concepts into simple, customer-friendly explanations
• Highly organized with experience using G-Suite, Slack, and support documentation systems
• Comfortable operating in a fast-paced, collaborative, and continuously evolving environment

What You’ll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Full-time with the potential for overtime if requested and approved.
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training and professional development opportunities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development