Account Management - Customer Support Specialist II

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

We’re looking for a Customer Support Specialist who is naturally empathetic and comfortable with exercising strong judgment to determine the appropriate outcomes for cases. A Level 2 role is an advanced tier of support that requires the ability to easily adapt to change and work without compromising quality or attention to detail in anything you do. This is a hybrid role that includes ticket/case support as well as supporting quality reviews and assisting with the onboarding of new associates as needed. A successful candidate is able to think creatively and embody our customer-first mentality as you offer guidance and knowledge on the program.
 

What You’ll Do:

• Managing all retention activities within an assigned customer base
• Handling all inbound telephone and email inquiries in a friendly and helpful manner
• Utilizing conflict resolution and problem-solving skills with an ability to work through difficult customer situations 
• Utilizing the ability to build and maintain positive and effective customer relationships
• Continually updating your product knowledge
• Managing the ability to work both independently and cooperatively as part of a team 
• Interacting with the sales team as well as their customer base
• Engaging in key account management, managing every step of the process from receipt of order to order shipment and delivery
   

What We Expect From You:

• Having an upbeat, energetic, positive personality is a must 
• Professional demeanor 
• Strong work ethic and a willingness to learn
• Strong organizational skills
• Assist in preparing and coordinating shipments for special events and requests
• A positive, upbeat attitude
• Excellent organization, communication, and people skills
• Competent using Microsoft Office products: Outlook, Word, and Excel
• Experience using NetSuite is a plus
• Previous customer service experience is preferred, but we will train the right individual 
• Excellent oral and written communication skills required
• Highly motivated and success-driven
• Previous project management experience is preferred, but we will train the right individual
• Previous shipping/receiving experience a plus
   

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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