Temporary - Email Support Hero

San Pedro Sula or Tegucigalpa, Honduras
Temporary
Customer Service
Mid Level

Role Details

Type of Support: Email via tickets
Contract Duration: Temporary - 5 months
Training Schedule: Monday to Friday; 9:00 am - 6:00 pm
Work Schedule: To be determined; at least one day off during  the weekend
Work Type and Location: Hybrid, San Pedro Sula or Tegucigalpa
Expected Start Date: August 7, 2025 


About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

 

The Role

Do you like helping others? We are looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As part of the team, you’ll have the support you need to develop and grow your career. The reason you join won’t be the reason you stay.

 

What You’ll Do:

  • Handle a wide range of customer inquiries, including order and product questions as well as basic to moderate technical troubleshooting
  • Consistently meet customer service KPIs as defined by the partner
  • Achieve individual and team performance goals on a regular basis
  • Maintain a strong understanding of all relevant policies and procedures
  • Collaborate cross-functionally to resolve complex customer issues efficiently
  • Share valuable customer insights across departments to help close the feedback loop
  • Identify and escalate recurring trends from emails and chats to enable swift action
  • Proactively share feedback and suggest updates to improve the overall customer experience
  • Demonstrate strong comprehension of systems and tools, navigating multiple platforms to assist customers effectively
  • Ensure customer satisfaction metrics (e.g., CSAT) reflect a high standard of service and support


What We Expect From You:

  • Strong interpersonal skills with a customer-first mindset and the ability to adapt to a variety of personalities
  • Excellent written and verbal communication skills
  • Ability to write clear, concise, and well-formatted correspondence with proper grammar and spelling
  • Solid record-keeping and analytical skills, with a focus on continuous process improvement
  • Confident phone handling and active listening abilities
  • Strong multitasking, prioritization, and time management skills
  • Proven problem-solving and critical thinking capabilities
  • High attention to detail and a strong sense of diligence
  • A track record of high performance and a positive, proactive attitude
  • Deep sense of customer empathy—ensuring customers feel heard, valued, and supported, while using their feedback to help improve the experience
  • Ability to manage and resolve customer cases efficiently, prioritizing based on urgency and ensuring timely escalation when needed
  • Solid understanding of software and hardware troubleshooting, with experience in product support (IoT experience preferred)


What You’ll Get In Return:

  • Hybrid working arrangements 
  • Competitive Base Salary
  • Generous paid vacation
  • Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
  • Access to free posture-based fitness workouts from home paid Sabbatical Leave
  • Training opportunities provided by PartnerHero and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
 

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

  • Care for others - Cooperate, empathize, and seek opportunities to put each other first.
  • Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
  • Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
  • Take ownership - Doing the right thing should come naturally.
  • Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero 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 [email protected].

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