Role Details
Type of Support: Email, Chat, Voice Messaging
Contract Duration: Full-time, Permanent
Work Schedule: To be determined
Work Type and Location: Remote - US Only
Expected Start Date: December 4, 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
As a Tier 2 Product Support Specialist, you’ll serve as a key escalation point for resolving complex technical and product-related issues raised by our members. Sitting within the Member Support organization (MCA), this role combines deep product knowledge with strong troubleshooting skills and a member-first mindset. You’ll work cross-functionally with the internal Product and Technical Support team within MCA, to resolve issues, advocate for improvements, and support a seamless member experience.
What you’ll do:
- Serve as a subject matter expert for Tier 2-level technical issues that cannot be resolved by frontline support agents.
- Troubleshoot bugs, data discrepancies, app crashes, login issues, and other tech-related concerns.
- Collaborate with the internal Product and Technical Support team within MCA to reproduce, and document bugs and platform issues
- Help inform clear internal documentation for known issues, workarounds, and escalation workflows via Macros, Internal Knowledge Base articles and member-facing FAQ
- Communicate technical information to members in a clear, empathetic, and non-technical way
- Flag recurring issues or themes and partner with internal Product and Technical Support team to identify root causes and recommend product or process improvements
- Help inform training opportunities frontline agents on new product features, tools, and troubleshooting techniques
- Manage and respond to escalations from internal teams (e.g., frontline agents, QA, Client Success) within defined SLAs
- Contribute to continuous improvement efforts for internal workflows, member experience, and team efficiency
What we expect from you:
- 2–4 years of experience in a customer support or technical support operations role
- Strong troubleshooting and problem-solving skills, ideally with experience supporting software or digital platforms
- Excellent written and verbal communication skills — able to explain complex topics in simple, member-friendly terms
- Experience using support tools (e.g., Zendesk, Jira, or similar)
- Detail-oriented with a strong ability to document and relay technical information accurately
- Empathy-driven mindset with a passion for helping others and improving the user experience
- Ability to thrive in a fast-paced, cross-functional environment and manage competing priorities
What you’ll get in return:- Full-time employment
- Competitive compensation based on experience
- A dedicated wellness program, including support from an in-house psychologist
- 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 careers@crescendo.ai.
PRIVACY NOTICE
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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.
