BPO Team Lead – Spanish Bilingual (Remote)

Role Details

Type of Support: Leadership
Contract Duration: Full Time
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Work type and Location: Remote, Metro Manila
Expected start date: February 19, 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 sleep.

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

The Team Lead is responsible for driving day-to-day operational excellence for a customer support and upselling program, leading a team of frontline specialists while ensuring strong performance across CX quality, revenue conversion, and productivity metrics.

You will act as the primary escalation point and program liaison for the partner, translating business priorities into clear team actions. You lead by example—balancing people leadership, performance management, and hands-on operational support in a fast-paced, metrics-driven contact center environment.

You bring structure where there is growth, clarity where there is change, and coaching where there is opportunity.
 

What You’ll Do:

• Own team results across CSAT, conversion rate, QA, SLAs, AHT, adherence, and overall CX performance
• Lead and develop a high-performing Customer Support & Upselling team, driving results across CX, revenue, and productivity
• Coach associates on upselling techniques, objection handling, and customer-first selling through QA reviews, side-by-sides, and 1:1s
• Monitor daily production and coverage using tools like Gorgias, adjusting staffing, schedules, and workloads as needed
• Lead weekly team huddles, 1:1s, and performance reviews, sharing results, insights, and action plans
• Serve as the primary program and partner point of contact, providing production updates, insights, and recommendations
• Act as the escalation point for complex customer, ticket, and platform issues, including bugs and outages
• Partner with the Program Manager to support hiring, onboarding, training, and continuous improvement initiatives
   

What We Expect From You:

• Excellent written and verbal Spanish and English communication skills (C1 - C2 level on the CEFR scale)
• 1+ years of experience as a Team Lead, Supervisor, or similar leadership role in a BPO or contact center environment
• Prior experience leading CX or sales-enabled support teams
• Strong understanding of contact center KPIs and revenue metrics
• Proven coaching and performance management skills
• Ability to thrive in a fast-paced, high-accountability environment
   

What You’ll Get In Return:

• Remote workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• 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

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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.