Customer Care Specialist II

Role Details

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 Customer Support Specialists who are passionate about transforming the dog-human relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a dog parent. The dog industry remains firmly stuck in the past and we are here to change that. The partner is leveraging our team's talent and expertise to improve the lives of the millions of dogs in the U.S. Real-time location tracking, activity, sleep, and behavior monitoring are just the beginning.
The most exciting aspect of our work? Bridging the communication gap between dogs and humans. Imagine a world where everyone knows how their dog feels in real-time and how to keep their best friend in good shape. That's the future we're building at the company. If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping dogs live longer, better lives, the partner could be the perfect fit. Join us in our pursuit of the “impossible,” or as we call it here “let me find a way,” to redefine the future of dog ownership together
 

What You’ll Do:

• Provide friendly, fast customer support through chat, email, and phone
• Help customers troubleshoot the smart collar, the mobile app, and connectivity issues
• Walk users through setup, device pairing, GPS/LTE behavior, activity insights, and product features
• Investigate issues, analyze recurring problems, and document clearly
• Process customer requests, escalate when needed, and follow internal workflows
• Build strong customer relationships that promote trust and retention
• Use scripts, knowledge bases, and product guidelines to provide accurate answers

What We Expect From You:

• You love dogs and care about helping dog parents keep them safe
• 1+ years of customer support experience
• Strong English communication skills (C1/C2 preferred)
• Tech-comfortable: able to learn device behavior, app flows, troubleshooting steps, and connectivity basics
• Ability to stay calm and professional in tough situations
• Adaptable and comfortable working in a fast-paced environment
• A metrics-driven mindset (response time, quality, resolution rate)
• Solid active listening and problem-solving skills
• Comfortable working on a computer and multitasking across tools

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive base salary
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development