Role Details
Type of Support: Omnichannel (Voice, Chat)Contract Duration: Full Time
Training Schedule: Monday-Friday, 10:00 AM - 7:00 PM, M-F (GMT+8)
Work Schedule: Monday-Friday, 10:00 AM - 7:00 PM, M-F (GMT+8)
Work Type and Location: Hybrid (Metro Manila)
Expected Start Date: December 4, 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.
Welcome to Crescendo. Welcome to what’s next.
The Role
Crescendo is seeking a highly customer-centric and detail-oriented Customer Support Specialist II to support one of our lifestyle and sports-focused partner programs within the pickleball space. This role is designed for experienced customer support professionals who excel in delivering premium, white-glove service to a discerning customer base, including VIP and high-profile clients across international regions.
You will be responsible for providing seamless, high-touch support experiences, ensuring every customer interaction reflects professionalism, empathy, and efficiency. This role requires strong communication skills, emotional intelligence, and the ability to handle sensitive or urgent situations with calm and precision.
What You’ll Do:
- Deliver exceptional, white-glove customer support to a premium customer base, including VIP and high-profile clients located in Hong Kong and other regions.
- Provide personalized, high-touch assistance that prioritizes relationship-building and customer loyalty.
- Handle customer inquiries across multiple channels such as email, chat, and potentially voice, ensuring timely and accurate resolutions.
- Manage sensitive and urgent situations with professionalism, composure, and strong problem-solving skills.
- Ensure a smooth and elevated customer experience aligned with luxury service expectations.
- Build rapport while maintaining respectful, clear, and culturally aware communication with customers across time zones.
- Act as a trusted support partner for recurring customers who value consistency and familiarity.
- Maintain accurate documentation and follow-up on all customer interactions.
- Collaborate with internal teams to escalate and resolve complex concerns efficiently.
- Identify opportunities to enhance processes and improve the overall customer experience.
What We Expect From You:
- Previous customer support experience is required, especially in environments dealing with VIP, premium, or high-profile customers.
- Proven ability to provide a personal, high-touch, white-glove style of service.
- Experience handling urgent, sensitive, or high-pressure customer situations while remaining calm and organized.
- Strong verbal and written communication skills with the ability to engage clearly and respectfully with customers from diverse regions and cultures.
- Comfortable supporting customers across different time zones, particularly those based in Hong Kong.
- High emotional intelligence, patience, and customer empathy.
- Strong attention to detail and organizational skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Proficient in customer support tools and CRM platforms.
Nice to Have:
- Experience in sports, lifestyle, or premium brand customer support environments.
- Prior exposure to luxury or concierge-style customer service.
- Familiarity with ticketing systems and omnichannel support platforms.
What You’ll Get In Return:
- Competitive compensation and benefits
- Flexible work arrangements
- Opportunities for professional growth and career development
- Inclusive, supportive culture built on empathy and respect
- A chance to collaborate with global partners and diverse teams
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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.
