Platform Support Specialist - Tickets Only in San Pedro Sula or Tegucigalpa at PartnerHero

Role Details

Location: Honduras, San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Emails
Contract Duration: Permanent
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: June 4, 2026

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

As a Customer Support Specialist, you will support a fast-growing customer base of content creators, publishers, and editors with daily inquiries related to a digital music and licensing platform. You will provide friendly and high-quality support mainly through email, helping customers with troubleshooting, account inquiries, licensing questions, billing concerns, and general platform support.

What You’ll Do:

• Providing excellent, friendly, and positive customer service via email
• Helping customers solve problems with strong troubleshooting, reading comprehension, and problem-solving skills
• Analyzing recurring customer issues and creating insight reports to help our Partners make their businesses better
• Working independently and collaboratively
• Filing and reporting different types of inquiries and delegating questions to other departments
• Communicating with tech, music, and sales departments to solve issues as needed
• Focusing on the non-English speaking customers, and also providing help to the English speaking customers as needed

What We Expect From You:

• Excellent English (spoken and/or written)
• Strong troubleshooting, reading comprehension, and problem-solving skills to provide customers with the help they need
• Organizational skills and attention to detail
• Adaptable to constant change
• Comfortable with a high-velocity environment with shifting priorities
• Leverage resources independently to find a resolve
• Confident and collaborative communicator with contact center and telephony/ticketing support experience
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Strong team player
• 1+ years of experience working in an omnichannel contact center environment
• Experience supporting other previous administrative jobs, preferably from other SAAS or fast-growing companies is a plus
• Previous work experience at a startup or new business venture where change is a constant factor
• Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
• Helping others in times of need comes as second nature
• It would be music to our ears if you have experience using CRM and payment systems and have a passion for music and storytelling

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
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

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To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.