Customer Support Specialist II at PartnerHero – San Pedro Sula or Tegucigalpa

Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Inbound calls and emails ​​​​​​​
Contract Duration: Full-time​​​​​​​
Training Schedule: Mon-Fri 9am - 6pm CST​​​​​​​
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: May 14, 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 Support Agent Level 2, you will play a crucial role in ensuring customer satisfaction by handling incoming and outbound calls and emails, addressing queries, and providing timely and effective solutions. The role involves a combination of technical expertise, excellent communication skills, and the ability to escalate issues to Level 3 support when necessary.

The Partner is a fast-paced environment, handling calls and tickets from Clients/Companies, retailers, and end-users. We work reviewing and investigating payments from end-users, a high call volume may be expected during the end and the beginning of each month.

What You’ll Do:

• Respond to customer inquiries via phone and email promptly and professionally.
• Provide accurate and comprehensive information regarding products/services.
• Resolve customer issues and concerns efficiently, ensuring a positive customer experience.
• Utilize in-depth product knowledge to troubleshoot and resolve customer problems.
• Offer clear and concise instructions to customers for issue resolution.
• Document all interactions in the support ticketing system, Zendesk.
• Assess and identify cases that require escalation to Level 3 support or leadership.
• Communicate the details of escalated cases to Level 3 support, including relevant information, steps taken, and the knowledge base followed.
• Follow up on escalated cases to ensure timely resolution and customer satisfaction.
• Fill out the Self-Evaluation QA after each interaction.
• Collaborate with other support agents and cross-functional teams to share knowledge and best practices.
• Participate in training sessions to stay updated on product/service changes and enhancements.
• Monitor Frontline Tickets.

What We Expect From You:

• Excellent English skills - spoken and written (EFSET results from C1 or C2 level)
• 1+ years of customer service experience, preferably supporting customers via phone or email.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Understanding of active listening techniques
• Comfortable using a computer

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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