Team Lead

Role Details

Location: San Pedro Sula or Tegucialpa
Work Arrangement: Hybrid
Contract Duration: Permanent
Training Schedule: Monday to Friday, 10:00 am - 7:00 pm Eastern US
Work Schedule: Monday to Friday, 10:00 am - 7:00 pm Eastern US
Expected Start Date: December 01, 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

At Crescendo, Team Leads run day-to-day operations for their programs, directly managing associates and optimizing outcomes for partners.
For our partner, a state-of-the-art short-term rental technology company, the Sales Operations Team Lead serves as the primary point of contact for the VP of Sales and leadership team, translating strategy into execution, setting standards, and coaching three adjacent sales motions:

• MDR (Outbound voice): qualify leads, surface pain points, and book high-quality meetings.
• COS (Onboarding via video): deliver 30-minute orientations and paid onboarding that accelerate time-to-value.
• CSS (Success via video/phone/email): drive adoption, retention, upgrades, and long-term outcomes.

Success demands a strong, confident presence, equally effective jumping into queues or customer calls and running QBRs with senior stakeholders. An organized, energetic, cross-functional operator who sets the pace and standard, manages workload sustainably, and functions as the VP of Sales’ right hand. Responsibilities include acting as SME and escalation across all three teams, ensuring KPI tracking, and meeting SLAs. 

What You’ll Do:

• Lead a team of ~10 associates; manage and document 1:1s, feedback and coaching sessions, performance reviews, team meetings, huddles, and training.
• Act as SME and escalation for MDR, COS, and CSS; uphold process quality and customer experience.
• Establish processes and procedures aligned to partner growth; implement robust structure, tracking, and KPI monitoring.
• Provide timely insights and feedback to stakeholders: partner contacts, management, and team.
• Conduct QA, side-by-sides/shadowing, and targeted coaching to raise performance.
• Exhibit proactive ownership, high accountability, and autonomous decision-making—anticipating risks, initiating fixes, and escalating appropriately.
• Stay current on product, policy, and enablement updates by monitoring relevant Slack channels and release notes; attend biweekly Town Halls and weekly Sales meetings; cascade updates to the team and embed changes into playbooks and training.
• Monitor production via HubSpot, Gong, Intercom, and Google Workspace; convert data into concise, on-time reports.
• Build and maintain team schedules to ensure coverage and service continuity.
• Participate in hiring cycles; identify and assess candidates against program needs.
• Facilitate onboarding for new hires and upskilling for current associates.

What We Expect From You:

• Exceptional spoken and written English (C1–C2).
• Confident one-to-one and one-to-many on-camera presence; able to present, engage, and persuade.
• 2+ years in a leadership role across onboarding, customer success, or technical/support, ideally in SaaS.
• High level of proactivity, accountability, and autonomy; anticipates issues, owns outcomes end-to-end, and acts without close supervision.
• Proactive problem-solving with a customer-centric approach and measurable outcomes focus.
• Excellent de-escalation and problem-resolution skills; complex processes translated simply and empathetically.
• Strong organization and time management; consistent delivery in a high-velocity, shifting environment.
• Effective cross-functional collaboration with Sales, Product, Engineering, and Technical Support.
• Feedback-driven mindset; comfortable giving, receiving, and operationalizing improvement strategies.
• Analytical fluency: interpret data, spot trends, and deliver insight-led reporting to drive action.
• Technological proficiency across web/mobile/SaaS; capable of guiding setup and light troubleshooting.

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