Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Phone, Email and Chat
Contract Duration: Full-time
Training Schedule: Monday - Friday 8:00 am - 5:00 pm PST | Saturday/Sunday Off
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: Immediately
 

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 provide a cloud-based music streaming service designed specifically for businesses. Our platform offers clean, ad-free, expertly curated music and overhead messaging solutions. Every subscription includes the necessary licensing fees to ensure businesses remain fully compliant with Performing Rights Organizations in the U.S. and Canada, eliminating fines and complex paperwork. Our service is accessible via a dedicated streaming device, Sonos integration, a mobile app (iOS and Android), and a web browser.

Our Customer Support Team handles inquiries from both existing customers and potential leads. Current customers typically reach out for troubleshooting assistance or billing-related questions, while prospective customers inquire about our services, equipment, and pricing. Support is available via chat, email, and phone, with the majority of interactions occurring through live chat. Our team is committed to providing fast, efficient, and knowledgeable support to enhance the customer experience and drive business success.
 

What You’ll Do:

• Deliver exceptional customer service to users via chat, email, and phone channels with prompt, accurate, and friendly responses.
• Use a customer-centric approach, displaying empathy in every interaction.
• Help customers solve problems with strong troubleshooting, reading comprehension, critical thinking, and problem-solving skills.
• Own problems and see them through to resolution, focusing on long-term, scalable solutions.
• Work independently and collaboratively with cross-functional teams to identify, communicate, and resolve escalated issues.
• Analyze recurring customer issues and create insight reports to help our Partners make their businesses better 
• Savvy with the web, computers, and smartphones.

What We Expect From You:

• Consistently embody and exemplify the Crescendo core values to set the tone for others: be humble, Care for Others, Take Ownership, Embrace Growth, and Manifest Trust.
• Must have a thorough understanding of the partner’s processes, tools, and metrics.
• Team-oriented focus with strong collaboration skills.
• Ability to use sound judgment and take responsive action effectively and timely when appropriate.
• Continuous improvement attitude; ability to suggest and implement best practices or process enhancements that support the team in achieving business objectives
• Excellent relationship-building skills with the ability to communicate and collaborate across all organizational levels
• Is flexible amid an ever-changing and growing environment
• Excellent English skills, spoken and written (EFSET results from C1 or C2 level)
• 1+ year of technical customer support service experience: preferably supporting customers via tickets, email, and chat.
• Strong troubleshooting skills with familiarity in resolving issues related to speakers, Wi-Fi, and Bluetooth.
• Ability to work with PC, Mac, and mobile devices.
• Top-notch communicator with excellent written and verbal communication. 
• Highly organized with strong attention to detail.
• A knack for finding issues while thinking critically to solve problems and recommend solutions.
• Resourceful—comfortable troubleshooting and investigating tricky problems on your own, but know when to ask for help.
• Strong multitasking abilities and a willingness to learn new workflows.
• Unfazed by change with the ability to navigate ambiguity and flexibility to adapt and respond appropriately to various situations. 
• Feedback-obsessed mindset, seeking ways to improve and grow. 
• Flexible with schedule.

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.