Team Manager at PartnerHero – San Pedro Sula or Tegucigalpa

Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Operational Support
Contract Duration: Full-time
Training Schedule: Monday - Friday, 8:00 am - 5:00 pm | Weekends off
Work Schedule: Monday - Friday, 8:00 am - 5:00 pm | Weekends off
Expected Start Date: April 9, 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

We are seeking a hands-on, execution-focused Team Manager to oversee the day-to-day operations of Customer, Recurring Services and any LOB where our Crescendo team is allocated.
This role combines frontline leadership with operational ownership, requiring the Team Manager to both lead the team directly and manage program execution. The Team Manager will serve as the primary operational point of contact for the program while ensuring service delivery, team performance, and workflow management remain aligned with partner expectations.
This is a high-impact role requiring strong organizational skills, operational awareness, and the ability to balance people leadership with tactical execution.

What You’ll Do:

• Oversee day-to-day operations across assigned Lines of Business (LOBs), ensuring ticket flow, backlog health, and SLA adherence remain on track.
• Serve as a key operational point of contact for the partner, providing updates, insights, and feedback to both internal stakeholders and associates.
• Lead weekly team meetings, huddles, and regular 1:1s to support associate engagement, performance development, and alignment with program goals.
• Provide coaching, QA feedback, and side-by-side support to improve team productivity, quality, and operational performance.
• Support associates during production, stepping in when necessary to assist with high-volume or complex cases.
• Monitor and analyze performance metrics and operational data (Zendesk Explore or similar tools) to identify trends and improvement opportunities.
• Facilitate training and onboarding for new hires and support ongoing upskilling for existing team members.
• Build and maintain team schedules and staffing coverage, assisting with workforce planning and hiring activities as needed.
• Act as the first escalation point for complex cases, collaborating with partner teams to resolve issues efficiently.
• Identify process improvement opportunities, maintain operational documentation, and support workflow enhancements across systems and tools.

What We Expect From You:

• Advanced English level – spoken and written.
• 3–5 years of experience in Customer Operations, Support Leadership, or Program Management.
• Proven experience managing frontline teams in SLA-driven environments.
• Strong data analysis and reporting skills with the ability to interpret operational metrics.
• Experience with Zendesk, Salesforce, or similar CRM/support platforms.
• Proactive mindset with the ability to identify trends and implement solutions to operational challenges.
• Comfortable working in a high-velocity environment with shifting priorities.
• Strong written and verbal communication skills.
• Organized team player with excellent customer service skills and the ability to collaborate with a diverse group of stakeholders.
• Experience in property management, real estate, or regulated environments is a plus.

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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