Role Details
Type of Support: Omnichannel (Mix of Voice and Non Voice)Contract Duration: Full Time
Training Schedule: To be Determined
Production Schedule: To be Determined
Work Type and Location: Hybrid, Metro Manila
Expected Start Date: October 16, 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
As a Level 3 Support Representative at HappyCo, you will play a critical role in delivering exceptional customer experiences by resolving complex, escalated 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, technically involved role for someone who thrives on solving challenging system-level problems, enabling teammates, and improving support infrastructure.
What You’ll Do:
- Act as a product and workflow expert for L1 agents and internal teams
- Receive, investigate, and resolve escalated 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 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
- Own and maintain internal documentation, macros, and training content to support L1 enablement and onboarding
- Contribute to support QA efforts and participate in calibration sessions to ensure consistency and quality
- Track and analyze ticket trends (e.g., FCR, resolution time, escalation types), surfacing actionable insights
- Proactively participate in retros, process feedback loops, and support experiments that raise our service bar
- Deliver a customer experience that reflects HappyCo’s values—clear, timely, helpful, and thoughtful
What We Expect From You:
- 2 - 5+ years in a technical customer support or SaaS support operations role
- Demonstrated 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 configure 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
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.
