Customer Support Specialist II (Hybrid)

Role Details

Location: Metro Manila Philippines
Work Arrangement: Hybrid
Type of Support: Omnichannel
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: ASAP

About Us

Crescendorepresents 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 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.

Welcome to Crescendo. Welcome to whats next.

The Role

As a Customer Support Specialist youll guide customers partners and clientsturning questions about accounts payments orders or benefits into clear actionable solutions. Every interaction is a chance to make an impact build trust and show how peak CX performance is done.

Let us match your unique skills experience and interests with one of our many partners across a variety of industries including Edtech eCommerce Fintech Health and Wellness plus more. As part of the Crescendo team youll have the support you need to develop and grow your career.

The reason you join wont be the reason you stay.

What Youll Do:

• Support customers across omnichannel touchpoints (email chat and other channels as needed) by providing accurate polished and brand-aligned assistance for inquiries related to orders product information returns/exchanges account issues and troubleshooting.
• Apply sound judgment and advanced problem-solving to resolve complex or escalated cases ensuring each interaction includes clear explanations complete context and next steps the customer can easily follow.
• Manage cases end-to-end by keeping interactions open until fully resolved proactively following up and verifying that all commitmentssuch as claims credits replacements or updateshave been completed.
• Identify patterns recurring issues or customer friction points and report them with complete detail to support timely resolution and program improvements.
• Contribute to the development and maintenance of documentation SOPs and internal resources that support team alignment and workflow clarity.
• Provide insights and feedback based on customer interactions to help refine products policies and internal processes.
• Participate in QA reviews calibrations and training refreshers to ensure alignment with partner standards.
• As the client base grows able to elevate the customer experience model to include proactive concierge-style engagement and deeper workflow ownership.
• Support customer loyalty initiatives by identifying opportunities for white-glove service and repeat-purchase influence.
• Support backend projects to increase sales customer engagement and satisfaction.

What We Expect From You:

• C2-level English proficiency (written and spoken) with the ability to adjust tone based on customer context and brand expectations
• At least 1 year of customer or technical support experience preferably in a multichannel environment (email chat phone)
• High attention to detail with a commitment to accuracy thoroughness and complete case resolution
• Empathy and patience when handling complex situations; you genuinely care about customers and their experience
• Strong conflict-resolution skills with a calm steady temperament under pressure
• General understanding of mobile/online platforms and comfort troubleshooting basic app or device-related issues
• Experience using CRM and communication tools such as Zendesk Re:Amaze Shopify Salesforce Slack or similar platforms
• A passion for delivering exceptional customer experiences and exceeding expectations
• Creative problem-solving skills with impeccable judgment especially in ambiguous situations
• Highly organized and self-motivated able to prioritize effectively in a fast-paced evolving environment
• Proactive attitude with the ability to work independently take initiative and follow through on commitments
• Ability to multitask while maintaining accuracy and consistency
• You embody Core Values: Be Humble Take Ownership Embrace Growth Manifest Trust and Care for Others
• Nice to Have (Preferred Qualifications)
  • Experience providing concierge-style or clienteling service
  • Experience supporting VIP or high-value customer segments
  • Strong analytical and problem-solving skills with the ability to identify and recommend workflow improvements
  • Demonstrated customer-first mindset with high emotional intelligence and service awareness

What Youll Get In Return:

• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams
• 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
• 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. 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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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.