Customer Support Specialist III

Customer Support Specialist III (Hybrid) Crescendo Manila, National Capital Region, Philippines Role Details Type of Support: Omnichannel (Mix of Voice and Non Voice)Contract Duration: Full TimeTraining Schedule: To be DeterminedProduction Schedule: To be DeterminedWork Type and Location: Hybrid, Metro ManilaExpected Start Date: October 16, 2025 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. 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. 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. You’ll act as a subject matter expert on our platform, tools, and workflows—working closely with the L2 support team, Product, and Engineering to ensure fast, consistent, and high‑quality outcomes for our customers. What You’ll 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 email—bringing 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 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 HappyCo’s values—clear, 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 You’ll Get In Return Hybrid workplace—depending on the partner, role, management, and/or personal workspace Full‑time with 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 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 Equal‑Opportunity Workplace Crescendo is proud to be an equal‑opportunity workplace. We value diversity, inclusion, equity, and belonging and have these pillars 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 #J-18808-Ljbffr