Customer Success Specialist II

Role Details Type of Support: Chat and email Contract Duration: Temporary Training Schedule: Monday to Friday: 9:00 pm - 5:00 am | Saturday and Sunday off Work Schedule: 3:00 AM to 12:00 PM Manila Time Work Type and Location: Hybrid, Metro Manila Expected Start Date: ASAP About Us PartnerHero is now Crescendo — a stronger, bolder force in customer experience. Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard.We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy. At Crescendo, we don’t just connect talent with opportunity — weelevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.Welcome to Crescendo. Welcome to what’s next The Role Do you like helping others? We are 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 part of the team, 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 an amazing customer experience across all channels, including email and live chat Able to handle different levels of customer inquiries ,ranging from order and product inquiries to basic technical troubleshooting Meet customer service KPIs defined by the Customer Happiness Manager (i.e. response time, etc.) Consistently achieving individual and departmental goals Show a strong comprehension of all policies and procedures Resourceful by working cross-functionally to solve complex customer inquiries Close the feedback loop by sharing valuable customer insight across all departments Escalate common trends from calls and emails to ensure swift action is taken Collaborate and be proactive in sharing feedback about necessary changes and updates that will help improve the customer experience Shows strong comprehension of software and systems used, and the ability to navigate across multiple platforms when assisting customers What We Expect From You Excellent English skills, spoken and written (EFSET results from C1 or C2 level) 1+ years of experience in a customer service role. Experience working within the consumer goods, toys, or electronics industries is a plus Experience with Zendesk (or related) is a plus Organized and capable of managing time with colleagues in different time zones A critical thinker who will use all resources to arrive at the best solution for the customer and brand Proactive and collaborative An active listener who is a determined problem solver Ability to learn and adapt quickly to new systems and software What You’ll Get In Return Hybrid working arrangements 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 Access to free posture-based fitness workouts from home paid Sabbatical Leave Training opportunities provided by PartnerHero 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. 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 Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. 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. #J-18808-Ljbffr