Customer Support Specialist II - Food Technology B2B (GST) in Metro Manila at PartnerHero

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 a customer-focused and solution-oriented Customer Support Specialist II to deliver exceptional support for businesses and restaurant partners using a leading corporate catering and workplace meal platform. In this role, you'll serve as a trusted resource, ensuring every interaction contributes to a seamless ordering and dining experience for workplace meetings, events, and employee meal programs.

What You’ll Do:

• Deliver exceptional customer support through email, live chat, and phone while maintaining professionalism and empathy.
• Assist business customers with catering orders, modifications, cancellations, billing inquiries, account questions, and delivery concerns.
• Support restaurant partners with order fulfillment, menu availability, scheduling, and platform-related inquiries.
• Investigate and resolve customer issues by coordinating with internal teams and external partners to ensure timely resolutions.
• Handle time-sensitive escalations such as delayed deliveries, incorrect orders, or service disruptions while maintaining a positive customer experience.
• Utilize CRM and internal systems to accurately document customer interactions and maintain detailed case records.
• Identify recurring customer trends and provide actionable insights that improve operational efficiency and customer satisfaction.
• Prioritize multiple customer conversations while meeting service level agreements (SLAs) and quality expectations.
• Work independently while collaborating with teammates to continuously improve processes and customer experience.
• Mentor less experienced team members by sharing best practices and supporting team success.
  

What We Expect From You:

• 1+ year of experience in customer support within a call center, SaaS, food delivery, hospitality, or e-commerce environment.
• Advanced English proficiency (C1) with excellent written and verbal communication skills.
• Experience supporting customers through email, chat, and phone.
• Experience using CRM platforms such as Zendesk (preferred).
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent time management and ability to prioritize multiple customer cases.
• Comfortable navigating multiple web-based tools and applications simultaneously.
• Ability to make sound decisions independently while maintaining a customer-first mindset.

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• 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

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

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

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.