Hybrid Customer Support Specialist II (BGC)

Role Details


Type of Support: Omnichannel
Contract Type: Probationary
Location: Hybrid (BGC, Taguig)
Work Schedule: Monday - Friday 9:00 PM – 6:00 AM Manila Time (8:00 AM – 5:00 PM EST)
Expected Start Date: January 8, 2026
Line of Business: Retail / E-commerce (Home & Outdoor Lifestyle)

About Us
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.

The Role 
We are looking for an Hybrid Customer Support Specialist II to support a Retail / E-commerce LOB focused on home and outdoor lifestyle products. This is a permanent role, ideal for experienced customer support professionals who thrive in an hybrid environment and can manage more complex customer interactions with confidence and accuracy.
As a Level II specialist, you will handle escalations, nuanced customer concerns, and order-related inquiries while maintaining high service standards and collaborating closely with internal teams.

What You’ll Do:

• Handle inbound and outbound customer interactions via email, chat, and/or voice
• Resolve complex customer concerns, including order issues, delivery concerns, returns, and product-related inquiries
• Serve as an escalation point for Level I agents when needed
• Document interactions accurately and follow established workflows and SLAs
• Collaborate with internal teams (Operations, Quality, Training) to improve customer experience
• Identify recurring issues and provide feedback for process improvement
• Maintain a high level of professionalism, empathy, and attention to detail in all customer interactions

• At least 2–3 years of customer support experience, preferably in retail or e-commerce
• Experience handling escalations or complex customer cases
• Strong written and verbal English communication skills
• Comfortable working in a hybrid setup
• High attention to detail and ability to follow structured processes
• Strong problem-solving and customer-first mindset
• Familiarity with CRM or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce)

• Be part of an AAI-aligned program with clear ownership and structure
• Competitive Base Salary
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access learning and development opportunities through Crescendo Academy
• Collaborative, inclusive, and people-first culture
• 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

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.