Technical Support Associate (SME)

Remote

Full Time

Business Operations

Experienced

Role Details

Location: US
Work Arrangement: Remote
Type of Support: Phone, Email and Chat
Contract Duration: Full-Time
Training Schedule: Open to shifting schedules (subject to business requirements)
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 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

As a Subject Matter Expert (SME), you play a critical role in delivering an exceptional customer experience while serving as a reliable resource and point of stability for the team. This role requires leading by example, demonstrating the standards of performance, professionalism, and accountability expected within the campaign.
In this position, you will balance meaningful time in production with SME responsibilities, supporting the team by resolving complex customer issues, providing technical guidance, and assisting associates in developing their troubleshooting and communication skills. Through your expertise and collaboration, you help strengthen team capabilities and contribute to overall operational success.

Successful SMEs demonstrate strong ownership, reliability, technical expertise, and a positive, solution-oriented mindset. While this description outlines the primary responsibilities of the role, the SME is also expected to contribute proactively to team success and continuous improvement initiatives.

What You’ll Do:

Escalation Management: Own and resolve complex or sensitive escalations independently via phone, email, and chat, coordinating with your team lead when necessary.
Production Excellence: Deliver exceptional, empathetic support while consistently meeting key performance metrics, including, Solved per hour, CSAT, AHT, and Quality.
Mentorship & Coaching: Support associate development through pairing sessions, guidance on complex cases, and constructive quality feedback that improves troubleshooting, communication, and customer experience.
Knowledge & Training: Identify opportunities to improve workflows, SOPs, and training materials based on escalation trends, DSAT analysis, and operational gaps. Contribute insights and documentation to the internal knowledge base.
Operational Insights: Analyze trends and recurring customer issues to produce insight reports or presentations aimed at improving operations and internal processes.
Technical Advocacy: Identify, document, and escalate platform bugs, website issues, Crescendo AI technology, or system anomalies to the appropriate technical teams. Ensure detailed context and supporting evidence are provided to accelerate resolution and improve the member experience.
Team Support: Act as a reliable resource for specialists by responding to questions in Slack or team channels, helping troubleshoot complex cases, and maintaining operational momentum across the team.
Production Contribution: Maintain consistent time in production queues while balancing SME responsibilities, ensuring continued support coverage for members. Handle complex or high-priority cases that require advanced troubleshooting, while contributing to overall team productivity and service level goals.

What We Expect From You:

Experience: 3+ years of experience in the Customer Service Field (BPO).
Program Tenure: Minimum of 3 months tenure supporting the Headspace program, demonstrating strong performance, product knowledge, and familiarity with program workflows.
Technical Savvy: Technical expertise with hardware/software troubleshooting and hands-on experience with Zendesk.
Communication: Exceptional written and verbal communication skills, with the ability to clearly explain complex technical concepts to customers and internal stakeholders.
Ownership and Collaboration: A strong team player who takes ownership, works independently, and can navigate high-volume days with resilience.
Problem Solving: Strong analytical and troubleshooting skills with the ability to identify root causes, suggest process improvements, and contribute to operational efficiency and service quality.
Adaptability: Ability to manage multiple priorities, balance production and SME responsibilities, and perform effectively in a fast-paced, evolving environment with minimal supervision.

What You’ll Get In Return:

Be part of a people-first, values-driven organization
Work with innovative global partners and diverse teams
(US Only) Remote working arrangements
Hybrid working arrangements
Competitive base salary
Generous paid time off
Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
(US only) Competitive retirement benefits
Access to free posture-based fitness workouts from home
Training and professional development opportunities

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.

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