Phone and Email - Customer Support Specialist ll

Role Details

Location: San Pedro Sula and Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Phone and email support 
Contract Duration: Permanent 
Work Schedule: Monday - Friday 8:00 am - 5:00 pm PST Saturday and Sunday Off 
Expected Start Date: January 15, 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.
Welcome to Crescendo. Welcome to what’s next.
 

The Role
The Customer Support Associate is responsible for responding to inbound inquiries, troubleshooting product issues using established SOPs, and guiding customers to timely, accurate resolutions while maintaining a warm, customer-first tone. Associates operate in a multi-channel environment that includes email, web forms, chatbot escalations, and phone support via a third-party vendor. This role plays a key part in customer satisfaction, safety escalation, and maintaining clean, actionable support data that informs product quality and operations.

This role is part of a multi-channel support ecosystem that includes email, web forms, chatbot escalations, and phone support (via a third-party vendor). Crescendo agents serve as the first line of human support and play a critical role in shaping the customer experience.
 

What You’ll Do:

• Respond to customer inquiries through Zendesk Support using approved macros and scripts.
• Troubleshoot product issues using standardized decision trees and SOPs.
• Gather complete customer and product information, including photos, videos, and item numbers.
• Apply the LEAP method in all customer interactions: Listen, Empathize, Acknowledge, Problem Solve.
• Assess replacement eligibility using defined criteria and document findings accurately.
• Escalate all replacement requests to Tier 2 during the onboarding and pilot phase.
• Maintain accurate ticket documentation, tagging, categorization, and product selection in Zendesk.
• Identify potential safety concerns and immediately follow the Safety Incident SOP.
• Escalate unresolved issues, safety risks, policy exceptions, or advanced troubleshooting cases to Tier 2.
• Collaborate with Crescendo supervisors, QA, and stakeholders to ensure service consistency.

What We Expect From You:

• Strong written English skills with a clear, professional, and empathetic tone.
• Ability to follow structured SOPs, scripts, and troubleshooting flows with high accuracy.
• Basic understanding of consumer electronics, charging behavior, batteries, and USB standards.
• Experience working in a ticketing system such as Zendesk or similar platforms.
• High attention to detail when reviewing customer-submitted information and documentation.
• Ability to remain calm, organized, and solution-focused in high-volume environments.
• Comfortable asking clarifying questions and escalating appropriately when needed.
• Previous customer support or technical support experience preferred.

Why Join Crescendo?

• We’re building a new category: Augmented AI
• We’re moving at record-breaking speed: 0 to $100M+ ARR in under a year
• We only win when our customers win—outcomes over hype, every time
• Our culture is built for leaders who thrive in the fast lane. Collaboration meets velocity, creativity meets execution.
• Help define the DNA of Crescendo’s sales culture. If you’re ready to learn fast, build fast, and grow fast—let’s talk.
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams