Flex - Customer Support Specialist II (Project-Based)

Role Details

Type of Support: Email & Chat (Non-voice)
Contract Duration: Temporary (3 Months) co-terminous
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Work Type and Location: Hybrid, Philippines
 

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 Associate 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:

• Providing an amazing customer experience across all channels including phone, email, and live chat
• Able to handle different levels of customer inquiries ranging from order status, and product inquiries, to company policies. 
• Showing a strong comprehension of all policies and procedures
• Resourceful by working cross-functionally to solve complex customer inquiries
• Escalating common trends from calls and emails to ensure swift action is taken
• Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Able to work independently and collaboratively 
• Strong written and verbal communication skills
• Responding to customer inquiries with empathy and attentiveness
• Completing your tasks with less direction and making educated decisions about your work as needed.
• Following workflows independently and prioritize the tasks assigned to you based on urgency and importance.

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 workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Competitive compensation based on experience
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• Paid Sabbatical Leave
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development