Customer Support Specialist II (Collections)

Role Details

Type of Support: Omnichannel
Contract Duration: Permanent
Training Schedule: To be Determined
Work Schedule: To be Determined
Work type and Location: Hybrid, Metro Manila
Expected start date: July 21, 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?  PartnerHero is 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 a PartnerHero employee, 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:

• Data Entry + Invoice Creation: Quickly and accurately transcribe data to create customer invoices
• Invoicing: Ensure carrier invoices are submitted correctly to brokers
• Verify Rates: Call brokers to confirm key load details prior to invoicing and factoring of a load
• New Broker Payment Setup: Communicate with brokers via phone and email to understand their invoicing process, we must follow to submit invoices for payment, and ensure they set up our payment details correctly in their system
• Collect on Past Due Invoices: Communicate with brokers on the phone and via email about overdue payments and work with them on collecting payments.
• Record Keeping: Ensure your work across all functions follows documented processes, and you keep accurate records of your work
• Broker Communication: Answer brokers' questions about invoices and missing documents to ensure prompt payment

What We Expect From You:

• You are a great written communicator, and comfortable spending time on the phone
• You have excellent attention to detail
• You can clearly follow a documented process, and find and communicate opportunities for process improvement
• You are a driven self-motivated individual who enjoys the fast-paced environment, is innovative, adaptive, and comfortable with ambiguity
• You’re collaborative and are willing to help out where needed, even if something is new to you
• You have both the desire and ability to learn from feedback and constantly improve
• You are comfortable working in a scaling startup environment and adapting quickly
• You are tech-savvy and can learn internal tools and processes quickly
• Experience in Excel, google suites, and slack
• Prior accounting or collections experience

What You Will Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• 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 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].