Customer Support Specialist II

Role Details

Contract Duration: Temporary - 90 days
Training Schedule: Monday to Friday; 7:00 pm - 4:00 am Manila Time
Work Schedule: To be determined
Work Type and Location: Hybrid, Metro Manila
Expected Start Date: October 2,

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 — we elevate 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

At Quizlet, we're building tools that make learning easier and more effective for millions of students and educators around the world. We're looking for a Customer Support Specialist who is not only passionate about solving problems but also eager to influence the user experience from the front lines.

As part of our Product Support team, you'll work directly with users navigating technical challenges—ranging from account issues to complex platform behaviors. You'll own these cases end-to-end: investigating, replicating, and resolving issues, and partnering closely with our Subject Matter Experts and Product Operations team when deeper support is needed. This is a hands-on, high-visibility role where your insights can shape product improvements and elevate how we support our users at scale.

What You'll Do:

• Serve as the primary point of contact for user-reported product issues across multiple platforms (web, iOS, Android).
• Troubleshoot and replicate technical issues using internal tools—including account masquerading—to fully understand and validate each case.
• Escalate complex cases to SMEs, delivering thorough documentation and actionable context.
• Track emerging trends in user feedback and recurring technical pain points to help inform product and process improvements.
• Maintain strong communication and service standards across all support interactions, ensuring users feel heard, supported, and informed.
• Contribute to internal knowledge-sharing by suggesting updates to support documentation, FAQs, and workflows.
• Stay up to date with product releases and policy updates to ensure accurate, real-time guidance for users.
  

What We Expect From You:

• Exceptional written communication in English.
• Prior experience in customer support, preferably within the EdTech environment.
• Confidence troubleshooting across different platforms and navigating ambiguous technical scenarios.
• A user-first mindset with strong attention to detail and the ability to prioritize effectively.
• Familiarity with support and ticketing tools (e.g., Jira, Zendesk) and comfort working across cross-functional teams.
• A solutions-focused mindset and a natural sense of accountability.
  Willingness to collaborate across functions and take ownership of personal performance.
  

What You'll Get In Return:

• Full-time with the potential for overtime if requested
• 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 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.

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