Onsite Customer Experience Specialist II

Role Details

Location: San Pedro Sula
Work Arrangement: Onsite
Type of Support: Ominichannel (Email, chat and phones)
Contract Duration: Permanent
Training Schedule: Monday to Friday, 7:00 am - 4:00 pm
Work Schedule: Shifts available (subject to business needs) 10:00 AM - 7:00 PM, 12:00 PM - 9:00 PM; with two consecutive days off within the available working days
Expected Start Date: January
 

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 sleep.

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

Do you like helping others? Crescendo is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a Crescendo employee, you'll have the support you need to develop and grow your career. 

The reason you join won't be the reason you stay.
 

What You'll Do:

• Provide excellent, friendly, and positive customer service via email, chat, and phone (first line of support).
• Assist customers with a wide range of inquiries, including technical questions and general support.
• Troubleshoot and resolve customer issues with strong problem-solving, reading comprehension, and critical thinking skills.
• Analyze recurring customer issues and prepare insights and reports to help our Partners improve their business operations.
• Demonstrate comfort using web platforms, computers, and smartphones.
• Work independently and collaboratively with cross-functional teams.
   

What We Expect From You:

• At least 1 year of relevant experience in the Customer Service Field (Call Centers), including chat and email support, with experience handling multiple chats or emails simultaneously.
• Advanced (C1/C2) English level, both written and spoken.
• Strong communication and presentation skills.
• Demonstrated resilience, creativity, and analytical thinking in problem-solving.
• A teaching and learning mindset.
• Experience working with enterprise technology (e.g., Salesforce, Confluence, Gsuite, Jira, Zendesk).
• Familiarity with Mac OS, iPad, iOS, and Android devices.
• Previous experience with CRM (Customer Relationship Management) solutions and Ticketing Systems.
• Strong emotional intelligence and ability to collaborate across departments.
• Detail-oriented, data-driven, and outcome-oriented.
• Excellent time management; self-motivated with a strategic mindset.
• Flexibility to work evenings and weekends as required.
   

What You'll Get In Return:

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

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

PRIVACY NOTICE

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To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.