Team Manager

Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment
Contract Duration: Permanent
Training Schedule: Monday - Friday; 8:00 am - 5:00 pm
Work Schedule: Open to shifting schedules (subject to business requirements).
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

We are seeking an experienced Team Manager to lead high-performing teams across multiple Lines of Business, including Sales, Customer Success, Tech Support, and Customer Onboarding. This role ensures operational excellence, drives team performance, and fosters a culture of quality, collaboration, and continuous improvement. Your primary responsibility is to deliver on objectives and key results for the Partner through managing your team to high standards and tracking Key Performance Indicators. 
 

What You’ll Do:

• Lead and develop a diverse team of Team Leads and associates, ensuring alignment with partner business goals and Crescendo’s Core Values.
• Monitor individual and team performance through regular 1:1s, skip-level check-ins, and performance evaluations.
• Provide mentorship, coaching, and development programs to support career growth and engagement.
• Address personnel issues promptly, including disciplinary action when necessary, and support HR-related processes such as payroll, bonus structures, and policy adherence.
• Foster a professional, collaborative, and positive team culture that emphasizes accountability, innovation, and high-quality service.
• Manage daily, weekly, and monthly tasks with a focus on efficiency, quality, and timeliness.
• Ensure teams meet or exceed service level expectations consistently across all Lines of Business.
• Analyze key metrics, reports, and trends, implementing process improvements to optimize performance.
• Oversee QA, troubleshoot issues, and leverage insights to drive continuous improvement.
• Serve as the main point of contact for partner communications, providing regular updates on team performance, milestones, risks, and deliverables.
• Participate in program reviews, internal quality control checks, and KPI tracking for the assigned program.
• Collaborate with team leads to establish goals, monitor progress, and share best practices.
• Align solutions and initiatives with both partner objectives and Crescendo’s vision.
• Support the hiring, onboarding, and training of new team members across all Lines of Business.
• Maintain and share operational documentation, templates, and best practices to standardize processes.
• Act as a product expert to support teams in delivering accurate and consistent guidance to customers.
• Evaluate team engagement and satisfaction, implementing initiatives to maintain a motivated workforce.
• Create and maintain headcount models, manage staffing, and prepare details for monthly partner invoicing.
• Share performance insights with the Senior Operations Manager and provide recommendations for improvements.
• Develop and execute mitigation plans for team risks, escalating when necessary.
• Act as the escalation point for complex requests from associates, team leads, or partner contacts.
• Ensure timely resolution of escalated issues while maintaining a high level of partner and team satisfaction.

What We Expect From You:

• Proven leadership experience managing multiple teams or differing LOBs (Lines of Business).
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills for managing internal teams and external partners.
• Ability to drive a quality-focused, positive, and engaged team culture.
• Experience in operational oversight, process improvement, and KPI management. Excellent (near-native) written English communication skills.
• Minimum 2+ years of experience as a Team Lead or equivalent in Tech Support, Sales, or Customer Onboarding.
• Strong leadership, analytical, and problem-solving abilities.
• Data-driven decision making and a strategic approach to management and operations.
• Exceptional customer support sensibilities and focus on quality.
• Tech-savvy, with proficiency in G-Suite, Notion, Intercom, HubSpot, and Rippling.
• Experience leading hiring, interviews, training, and quality control programs.
• Proven ability to mentor and develop other people managers (a strong plus).
• Keen eye for identifying potential risks within teams or partnerships and escalating appropriately.
• Demonstrated track record of building positive, long-term relationships with employees and partners.
• Strong work ethic and talent for bringing out the best in others.
• Passionate about sharing knowledge and fostering a learning culture.

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