Customer Support Specialist II (Referral Platform)

Role Details

About Us

PartnerHero is now Crescendo a stronger bolder force in customer experience.

Crescendo represents growth momentum and transformation. By bringing together PartnerHeros world-class outsourcing expertise and Crescendos innovation in customer experience and operations were setting a new global standard. We deliver Augmented AI the powerful combination of agentic AI and real human expertise giving our partners scalable 24/7 support in any language without compromising quality or empathy.

At Crescendo we dont just connect talent with opportunity we elevate businesses and people worldwide. Our integrated technology global reach and people-first culture empower teams to thrive and partners to grow faster.

Welcome to Crescendo. Welcome to whats next.

The Role

PartnerHero is looking for talented folks to join our Customer Support Teams. We look for candidates who care about the details and are always looking to learn something new. You will solve support cases that include basic troubleshooting and knowledge sharing plus above-and-beyond empathy. Its required that you be very disciplined in working autonomously and that you be determined self-directed and driven. We have a range of opportunities available in different industries which include Edtech eCommerce Fintech Health Wellness and More. Our interest is to match your unique skills experience and interests with our company and our partners. As a PartnerHero employee you will have the opportunity to build your career with the support you need no matter if you are breaking into the industry.

What Youll Do:

• Managing support enquiries from our clients their customers and Mentioneers as they arrive via our ticketing system responding with promptness thoroughness and good grace according to the agreed SLAs.
• Being responsible for actioning changes on our clients referral schemes proactively ensuring they are running smoothly and escalating when they are not
• Requesting QA from the team leader when necessary and participating in our QA processes
• Supporting the Client team by implementing changes for our clients in the Mention Me platform.
• Conducting regular written and video communications with our clients and colleagues as required
• Supporting the Onboarding team with setting up new clients.
• Working alongside the Design team in regards to any updates for our clients.
• Developing a deep knowledge of the Mention Me platform and product and using that knowledge to help our clients out when they need it.
• Developing and sharing training and best practices in Mention Me and amongst clients.
• Providing constructive feedback on Mention Mes tools and processes as we seek to continually improve our platform and the service we provide.
• Have a drive and desire to do the best job for your clients/colleagues that you possibly can aiming for Customer Love and going the extra mile/anticipating clients and Mentioneers needs.
• Managing non-ticketing tasks (e.g. voucher availability) on a rota basis

What We Expect From You:

• Excellent English skills spoken and written (EFSET results from C1 or C2 level)
• Excellent problem-solving and communication skills
• Ability to maintain composure and focus under pressure
• Excellent time management skills; Punctuality and adherence to schedule required
• Possess critical thinking empathy active listening initiative adaptability resilience and problem-solving skills.
• Ability to work in a fast-paced environment
• Savvy with web computer and smartphones
• Passion for creating an exceptional customer experience
• Eager and curious to learn.

What Youll Get In Return:

• Hybrid workplace - depending on the partner role management and/or personal workspace
• Full-time with the potential for overtime if requested and approved.
• Competitive compensation based on experience
• Attractive benefits package including medical dental and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions mentorship and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us we share a set of core values that guide our actions.

• Care for others - Cooperate empathize and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks developing your skills and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels as members of a team in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance receive feedback ask questions and listen to your colleagues

PartnerHero 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 accommodationsfor 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 contactemailprotected.

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre 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 whats next.
• Take ownership: Bold choices with integrity at the corethats 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 accommodationsfor 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 .

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 Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.