Customer Support Specialist III (Hybrid)

Role Details

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 dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact.

Join us at Crescendo and lets build the future of customer experience together.

The Role

As a Level 3 Support Representative you will play a critical role in delivering exceptional customer experiences by resolving complex escalated issues partnering with cross-functional teams and contributing to continuous support process improvements. Youll act as a subject matter expert on our platform tools and workflowsworking closely with the L2 support team Product and Engineering to ensure fast consistent and high-quality outcomes for our customers. This is a hands-on technically involved role for someone who thrives on solving challenging system-level problems enabling teammates and improving support infrastructure.

What Youll Do:

• Act as a product and workflow expert for L1 agents and internal teams
• Receive investigate and resolve escalated support tickets via Zendesk Slack and emailbringing urgency accuracy and empathy to every interaction
• Troubleshoot complex platform issues involving integrations data flow permissions and user access across multiple systems
• Use diagnostic tools (e.g. Zendesk Explore logging dashboards internal admin tools) to reproduce issues document root causes and inform cross-functional follow-up
• Collaborate with L3 Product and Engineering teams during escalations contributing investigation summaries context and customer impact assessments
• Partner with the CSOL and Support leadership to identify ticket trends and recommend workflow documentation or product improvements
• Own and maintain internal documentation macros and training content to support L1 enablement and onboarding
• Contribute to support QA efforts and participate in calibration sessions to ensure consistency and quality
• Track and analyze ticket trends (e.g. FCR resolution time escalation types) surfacing actionable insights
• Proactively participate in retros process feedback loops and support experiments that raise our service bar
• Deliver a customer experience that reflects these valuesclear timely helpful and thoughtful

What We Expect From You:

• 2 - 5 years in a technical customer support or SaaS support operations role
• Demonstrated experience resolving complex escalated support issues independently
• Strong technical troubleshooting skills across integrated SaaS platforms including data flow system permissions and third-party integrations
• Proficiency with Zendesk or a similar ticketing platform; ability to configure views macros and triage workflows
• Experience interpreting customer-facing issues using logs metrics dashboards or internal tooling
• Excellent communication skills with the ability to distill technical concepts into simple customer-friendly explanations
• Highly organized with experience using G-Suite Slack and support documentation systems
• Comfortable operating in a fast-paced collaborative and continuously evolving environment

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 and professional development opportunities
• 1-on-1 coaching with feedback sessions mentorship and opportunities for cross-functional development

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

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