E-Commerce Customer Support Specialist II

Role Details

Type of Support: Omnichannel 
Contract Duration: Temporary
Training Schedule: To be Determined
Work Schedule: To be Determined
Work Type and Location: Hybrid, Taguig, Metro Manila
Expected Start Date: October 30, 2025
 

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

We're looking for a Customer Support Representative II to join our growing e-commerce team specializing in wellness-focused home products like humidifiers and showerheads. In this role, you'll be the go-to person for customers seeking support with product information, order updates, troubleshooting, and returns. Your goal: deliver timely, empathetic, and solutions-oriented assistance that builds trust and drives loyalty.

You'll handle email-based customer inquiries, resolve product or delivery issues, and process exchanges and refunds in line with company policies. You'll also help bridge the gap between our customers and our product team by sharing feedback that can inform improvements to our product offerings and customer experience.

This role is ideal for someone who's familiar with e-commerce support workflows, loves solving problems, and has a genuine interest in wellness or home improvement products. If you're a strong communicator who thrives in a detail-driven, fast-paced environment, we'd love to meet you

Our team comprises talented and passionate individuals. When you join us, you will work with like-minded individuals committed to offering outstanding service to our partners. This is an exceptional opportunity to advance your career and substantially contribute to our business.

What You'll Do:

• Respond to customer inquiries via email in a timely and professional manner.
• Assist customers with product information, order status, and general inquiries.
• Resolve customer complaints and issues efficiently and effectively.
• Process returns, exchanges, and refunds according to company policies.
• Maintain accurate records of customer interactions and transactions.
• Provide feedback to management regarding customer issues and potential improvements.
• Surface product feedback to the main team at HQ to facilitate continuous product improvement.
• Stay up-to-date with product knowledge and company policies.
• Contribute to a positive team environment and assist colleagues as needed.
   

What We Expect From You:

• 2+ years of experience in customer support roles, ideally in an e-commerce or consumer electronics environment
• Strong ability to learn and retain product knowledge quickly, including technical specifications and troubleshooting steps
• Proven problem-solving and investigative skills; able to ask the right questions to get to the root cause of issues
• Excellent written and verbal communication skills, with a clear, friendly, and professional tone
• Demonstrated empathy and active listening when working with customers to resolve concerns
• Ability to absorb new information and adapt to evolving processes, products, and systems
• Comfortable using help desk and CRM tools (e.g., Gorgias, Zendesk, Shopify, or similar platforms), with a strong preference for Gorgias.
   

What You'll Get In Return:

• 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 opportunities provided by Crescendo 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.

---