Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Phone and email support
Contract Duration: Full-time
Training Schedule: Monday - Friday 7:00 am - 4:00 pm Saturday/Sunday Off 
Work Schedule: Monday - Friday 7:00 am - 4:00 pm Saturday/Sunday Off
Expected Start Date: May 21, 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

You will serve as a key escalation point for our frontline support team, handling complex customer inquiries and providing expert-level assistance across chat, email, and phone channels.

As a Tier 2 representative, you are expected to have a deep understanding of Partner's products, policies, and processes. You will resolve escalated cases with professionalism and empathy, ensuring that every customer interaction reflects the quality and care that defines the Partner brand.
 

What You’ll Do:

• Handle escalated customer inquiries via chat, email, and phone that require advanced knowledge or judgment beyond Tier 1 capabilities.
• Resolve complex issues related to orders, shipping, returns, refunds, product questions, and account management.
• Manage difficult or sensitive customer situations with empathy, professionalism, and solution-oriented communication.
• Follow up on open cases to ensure complete resolution and customer satisfaction.
• Maintain expert-level knowledge of Acure's product catalog, ingredient standards, and formulation philosophy.
• Apply thorough understanding of Acure's shipping policies, return procedures, and payment processes to resolve issues accurately.
• Stay current on product updates, FAQ changes, and policy revisions to provide accurate and consistent information.
• Deliver a seamless and consistent customer experience across all three channels: live chat, email, and inbound phone.
• Adapt tone and communication style appropriately for each channel while maintaining brand voice and quality standards.
• Meet or exceed channel-specific response time targets and quality benchmarks.

• 2+ years of customer service experience in an omnichannel environment (chat, email, and phone).
• Proven experience handling escalated or complex customer issues with confidence and care.
• Excellent written and verbal communication skills in English.
• Strong attention to detail and ability to navigate multiple systems simultaneously.
• Comfortable working in a fast-paced, high-volume support environment.
• Proficiency with CRM platforms, helpdesk software, and customer communication tools.

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

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.