Customer Support Hero - Ecommerce

Role DetailsType of Support: Phone, chats, and emailsContract Duration: Temporary of 90 daysTraining Schedule: Monday - Friday; 8:00 am - 5:00 pm, but flexibility is needed for 7:00 am to 4:00 pmWork Schedule: To be determined, with at least two consecutive days off, including at least one weekend day. Availability between 6:00 AM and 6:00 PM is requiredWork Type and Location: Hybrid, San Pedro Sula or TegucigalpaExpected Start Date: October 16, 2025About UsPartnerHero is now Crescendo — a stronger, bolder force in customer experience.Crescendo represents growth, momentum, and transformation. By bringing together PartnerHeros world-class outsourcing expertise and Crescendos innovation in customer experience and operations, were 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 dont 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 whats next. The RoleWe're seeking a talented Customer Support professional to join our team. In this role, you'll be the voice, face, and heart of our customer experience across multiple channels—handling inquiries via phone, email, chat, and social media. We're looking for someone who thrives on solving problems, communicating clearly, and turning every customer interaction into a positive experience. You'll need to be comfortable guiding customers through step-by-step instructions over the phone, demonstrating patience and clarity even with complex issues. Experience in eCommerce is highly preferred, as you'll be supporting customers through their shopping journey. Above all, we want someone who genuinely cares about delighting customers and has the drive to make every single interaction count. What Youll Do:Manage customer inquiries across all channels—voice calls, email, live chat, and social media—responding promptly and professionally according to established SLAsGuide customers through troubleshooting steps and product instructions over the phone with clarity, patience, and empathyDeliver exceptional omnichannel support, ensuring a consistent and delightful experience regardless of how customers reach outProactively identify customer needs and go the extra mile to exceed expectations, turning support interactions into memorable experiencesLeverage your eCommerce knowledge to assist customers with orders, products, shipping, returns, and account-related questionsCollaborate with team members and other departments to resolve complex issues and continuously improve the customer experienceDocument customer interactions thoroughly and accurately in our support systemsStay up-to-date on product knowledge, policies, and procedures to provide accurate and helpful informationContribute feedback and ideas for improving support processes, tools, and customer communicationsMaintain a positive, solution-oriented attitude with a genuine drive to do the best possible job for every customer and colleague What We Expect From You:Exceptional written and verbal communication skills in English, with the ability to clearly explain complex instructions over the phonePrior experience in customer support with demonstrated success in handling omnichannel inquiries (voice, email, chat, and social media)eCommerce experience preferred, with understanding of order management, product support, and customer purchase journeysConfidence troubleshooting across different platforms and channels, and navigating ambiguous customer scenarios with patience and clarityA customer-first mindset with strong attention to detail and the ability to prioritize effectively in a fast-paced environmentFamiliarity with support and ticketing tools (e.g., Zendesk, Freshdesk, Intercom) and comfort working across multiple communication platformsA solutions-focused approach with natural accountability and a genuine drive to delight customers in every interactionWillingness to collaborate across teams, take ownership of your performance, and go the extra mile to exceed customer expectations What Youll Get In Return:Hybrid working arrangementsCompetitive Base SalaryGenerous paid vacationAttractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employeesAccess to free posture-based fitness workouts from home paid Sabbatical LeaveTraining opportunities provided by Crescendo and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our CorennCore values give our work intention and our culture its edge. Theyre the standards we hold for ourselves, our partners, and each other.nnntCare for others: Empathy is a key driver. When people thrive, so does the mission.ntEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.ntManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel whats next.ntTake ownership: Bold choices with integrity at the core—thats how impact lasts.ntBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.nnnCrescendo 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.nnWe 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

Created: 2025-10-09