Customer Support Specialist II

Overview Role Details — Type of Support: Omnichannel (Mix of Voice and Non Voice); Contract Duration: Full Time; Training Schedule: To be Determined; Production Schedule: To be Determined; Work Type and Location: Hybrid, Metro Manila; Expected Start Date: October 10, 2025. About Us Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s outsourcing expertise and Crescendo’s innovation in customer experience and operations, 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 elevate businesses and people worldwide with integrated technology, global reach, and a people-first culture. The Role As a Level 2 Support Representative at HappyCo, you will play a critical role in delivering exceptional customer experiences by resolving common issues, partnering with cross-functional teams, and contributing to continuous support process improvements. You will 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. This is a hands-on role for someone who thrives on solving challenging product troubleshooting problems and providing excellent customer service. What You’ll Do: Become a knowledgeable product expert Receive, investigate, and respond to 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 L2, L3, Product, and Engineering teams during escalations, contributing investigation summaries, context, and customer impact assessments Partner with the CSOL and Support leadership to identify ticket trends and recommend workflow, documentation, or product improvements Contribute to improvements in knowledge base, support, and other documentation Deliver a customer experience that reflects HappyCo’s values—clear, timely, helpful, and thoughtful What We Expect From You: Experience in a technical customer support or SaaS support operations role 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 effectively use 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 the 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 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 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