Email Customer Support Specialist II - R

Role Details

Type of Support: Emails and Chats
Contract Duration: Permanent
Training Schedule: 7:00 AM - 4:00 PM Monday - Friday
Work Schedule: To Be Discussed
Work Type and Location: Hybrid - Work from the Office two times a week
Expected Start Date: July 10, 2025  

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

 

About The Role

Do you like helping others? We are looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As part of the team, you’ll have the support you need to develop and grow your career. The reason you join won’t be the reason you stay.

 

What You’ll Do:

• Communicate and building strong relationships  with clients to ensure that all of their needs are understood and addressed
• Demonstrating strong critical thinking, reading comprehension and problem-solving skills
• Collaborate with various internal departments to ensure that they fulfill all customer requests
• Keep track of all processes that pertain to the client’s desires
• Act as the client’s representative with a focus on improving the customer experience
• Collect and analyzing data concerning consumer behavior to understand changing needs 
• Respond to account owner inquiries and providing accurate, satisfactory answers to their inquiries and concerns
• Appropriately following policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Attempt to de-escalate situations involving dissatisfied customers
• Document and report on client feedback and insights to improve our partner’s product and customer experience
• Guide account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintain essential program knowledge that is critical for our partner and their clients
• Intercept incoming and existing chat, calls and email volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Savvy with troubleshooting web, computer and mobile devices

 

What We Expect From You:

• Excellent English skills, spoken and written (EFSET results from C1 or C2 level)
• 2+ years of experience in the Call/Contact Center Industry, chat, and email experience preferred
• Able to work with limited supervision
• Able to relocate to the hub if needed
• Able to work effectively under pressure
• Able to work collaboratively with other departments
• Able to report, track, and troubleshoot system bugs
• Able to handle multiple competing priorities
• Experience with customer service software like Zendesk preferred

 

What You’ll Get In Return:

• Work type - Hybrid model
• 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 opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

 

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].