Role Details

Location: Manila, Philippines
Work Arrangement: Hybrid
Type of Support: Operational Support
Contract Duration: Full-time
Training Schedule: Mon-Fri, 7:00 am - 4:00 pm HN time | Weekends off
Work Schedule: Mon-Fri, 7:00 am - 4:00 pm HN time | Weekends off
Expected Start Date: April 01, 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’re looking for a Wholesale CX Associate to support the Partner’s Director of Wholesale and serve as the CX subject matter expert for all wholesale-related operations. In this role, you’ll act as the primary point of contact for wholesale partners, ensuring a seamless, professional, and solutions-oriented experience across email, social, SMS, and chat channels.

This position requires strong operational awareness, ownership, and proactive problem-solving. You will manage the wholesale support inbox, contribute to process improvements, and identify trends that impact partner experience or brand integrity. The ideal candidate is highly organized, detail-oriented, and confident collaborating cross-functionally to drive clarity and efficiency.

Beyond daily support, you will play a key role in improving SOPs, strengthening escalation pathways, and supporting quarterly sampling initiatives for international distribution partners. This role demands both executional excellence and strategic thinking.

What You’ll Do:

• Support the Partner’s Director of Wholesale in day-to-day CX wholesale operations.
• Contribute to weekly CX/Wholesale Dashboard meetings (Monday, Wednesday, and Friday).
• Serve as the CX expert on wholesale-related SOPs and collaborate with the Director of Wholesale to improve and clarify escalation processes.
• Manage the wholesale inbox daily, along with Wholesale Social, SMS, and Chat views in Gorgias.
• Engage with wholesale partners regarding order concerns, issues, replacements, special asset requests, and gift or campaign-related inquiries.
• Collaborate with the Wholesale Coordinator on partner requests that require approval or additional oversight.
• Proactively suggest and help implement new SOPs, macros, ticket fields, and workflow improvements within the wholesale inbox.
• Identify and track recurring trends (e.g., order errors, packaging complaints, operational gaps) and report findings weekly—or ad hoc, depending on urgency—to the Director of Wholesale.

What We Expect From You:

• Strong operational mindset with the ability to manage high-responsibility workflows independently.
• Excellent written English and professional communication skills.
• Prior experience in customer support, ideally supporting B2B or wholesale partners.
• Strong understanding of escalation pathways and when to involve leadership.
• Experience managing inboxes and CRM systems (Gorgias preferred).
• High attention to detail and ability to spot patterns or trends in ticket data.
• Proactive problem-solver who identifies inefficiencies and suggests improvements.
• Comfortable collaborating cross-functionally and working directly with leadership.
• Strong organizational skills and ability to manage recurring initiatives (e.g., quarterly sampling).
• Reliable, consistent, and accountable with schedule adherence and follow-through.
• Ability to work remotely with minimal supervision while maintaining high performance standards.

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.