Omnichannel Customer Support Specialist II (SD)

Role Details

Work Type and Location: Remote US only
Type of Support: Chat and Email
Contract Duration: Full-Time Permanent
Training Schedule: 9:00 AM - 6:00 PM EST Monday to Friday
Work Schedule: Open to shifting schedules (subject to business requirements).
Expected Start Date:April 30 2026

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

Welcome to Crescendo. Welcome to whats next.

The Role

We are looking for a compassionate and organized individuals with an interest in customer service/support to join our specialty Customer Support team based in the United this role you will either be assisting patients and providers with a variety of Benefits support topics including but not limited to billing and payment explanation of benefits and insurance verification or Account Management support topics such as account access payouts contract questions or credentialing inquiries. Support will be provided via email chat and phone delivering helpful solutions to ensure all requesters have a great customer service experience.

You are a highly ambitious individual who is passionate about interacting with and servicing our customers. Youll interact through email phone and chat to provide an exceptional customer experience for everyone you encounter.

What Youll Do:

• Provide a high-standard of empathetic and solution-oriented support to clients and providers through email chat and phones
• Troubleshoot and address platform issues that patients and providers are experiencing
• Facilitate communication between clients and providers to arrange care escalating sensitive issues when needed
• Collaborate with insurance agents and navigate carrier platforms to verify plan benefits and status
• Investigate interpret and explain benefit details and out of pocket costs according to the clients plan
• Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterations in service of the partners mission
• Navigate high-acuity interactions with empathy and/or positivity
• Operate with professionalism navigating client and provider requests in accordance with the Compliance and Professionalism guidelines issued by Crescendo and the partner organization
• Perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management

What We Expect From You:

• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment - must be adaptable.
• Proven ability to handle a high volume of customer interactions while providing high quality empathetic support.
• Strong ability to independently own resolution of conflict while maintaining empathy in challenging situations.
• Understanding of active listening techniques.
• Familiarity with technology and capable of adhering to standard troubleshooting procedures
• Experience providing clear concise and professional written and verbal communication

What Youll Get In Return:

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical dental and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits (US only)
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by Crescendo and outside entities
• 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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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.