Email and Chat Support Specialist

Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment
Type of Support: Email and Chats
Contract Duration: Permanent
Training Schedule: Monday - Friday; 3:00 pm - 12:00 am
Work Schedule: Monday to Friday, between 6:00 a.m. and 6:00 p.m. (various shifts available)
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

We're looking for a Customer Support Specialist who excels in communication and shares our passion for health and fitness. As the voice of a U.S.-based brand, you'll need strong written English skills to engage with our customers in a way that's friendly, thoughtful, and empathetic. The ideal candidate for this role is someone who can think creatively, adapt quickly, and maintain a high standard of quality and attention to detail, even in a fast-changing environment.
In this role, you'll go beyond answering questions, you'll help guide customers as they go through their health journey, offering expert knowledge about our products and embodying a customer-first mindset. We also value initiative; we're looking for someone who can identify areas for improvement and proactively suggest solutions that enhance the customer experience.
 

What You’ll Do:

• Provide friendly and helpful support to customers via email and chat.
• Engage with customers via our service channels and address all customer inquiries, issues, concerns and/or feedback.
• Know the product, learn all of its nuances and keep current with the latest updates and policies.
• Take the time to become an expert on the offerings of the brand so you can represent the company effectively.
• Share feedback to the team on top issues or areas of improvement to drive more value to customers.
• Propose new business processes and content that can be used to address common customer questions.
• Contribute to the customer knowledge base and internal documentation.
• Troubleshoot any technical issues reported by customers.
• Prepare and update documents for data entry. Entering data into authorized reports/files and ensuring its accuracy.
   

What We Expect From You:

• Excellent spoken and written English (C2 Level).
• Prior customer support experience preferred.
• Social media experience is a plus.
• Experience handling refunds, orders and replacements in Shopify.
• Strong understanding of service level expectations and strive to meet or exceed them without compromising the customer experience.
• Ability to keep current with frequent product and process changes with limited advance notice.
• Highly empathetic, and committed to strong teamwork and collaboration.
• Amazing customer service sensibilities.
• Proactive attitude and ability to work remotely with limited supervision.
• Strong reading comprehension and problem-solving skills.
• More web and computer-savvy than the average person.
• The desire to stretch yourself and learn new skills.
• Strong attention to detail.
• Familiarity Gorgias (CRM platform) preferred.
• A passion for health and fitness products preferred.
• Capable of managing balance between working independently and as part of a team.
   

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
• Paid Sabbatical Leave
• Training and professional development opportunities