Paw-sitive Smart device - Senior Support

Role Details

Type of Support: Phone emails and chats
Contract Type: Permanent
Training Schedule: Monday - Friday, 7:00 am - 4:00 pm | Weekends off 
Work Schedule: Pending to be confirmed | weekend coverage needed
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa 
Start Date: May 29th, 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
Are you a Customer Support superstar? PartnerHero is looking for a Customer Support Specialist III who is integral to delivering an exceptional Customer Experience. The core focus of the role is centered on providing product and/or service support to customers by resolving issues through resolution over the phone, email, and/or chat by using our systems. 

You are a successful candidate if you also contribute to the continuous improvement of our team's capability and the improvement of the customer experience through mentoring team members, and you are willing to assist with training and development activities.
 

What You’ll Do:

• Deliver exceptional, empathetic, and professional customer support via email, chat, and/or phone while upholding the tone and voice of the partner’s brand.
• Maintain high-quality standards and consistently meet key performance metrics, including CSAT, AHT, AVG Solved Per Hour, and Quality.
• Use advanced troubleshooting skills and product knowledge to resolve complex or high-priority customer issues with minimal supervision.
• Demonstrate ownership by handling sensitive or escalated interactions with professionalism and discretion, escalating only when necessary.
• Adapt quickly to new tools, workflows, and partner updates while maintaining accuracy and efficiency across support channels.
• Document interactions and customer issues clearly and thoroughly to support data accuracy, internal reporting, and continuous improvement.
• Identify opportunities to improve the customer experience and proactively share insights with leadership or the partner.
• Collaborate with peers and other departments to ensure seamless support and issue resolution across the customer journey.
• Approach each interaction with a solution-oriented mindset, helping customers feel heard, supported, and valued.
• Remain calm and effective under pressure, navigating high-volume days, new feature rollouts, or process changes with resilience and professionalism.
• Analyze trends and recurring customer issues to produce insight reports or presentations to improve our operations or internal processes.
• Collaborate cross-functionally and support training and development initiatives as needed.
• Mentor and support less experienced team members, ensuring knowledge sharing and timely task completion.

What We Expect From You:

• You love dogs
• 3 + years of experience in the Customer Service Field
• Advanced (C2) English Level; written and spoken
• Ability to multitask, prioritize in a fast-paced call center environment, and manage time effectively
• Ability to work independently and typically only need basic direction to get started on new tasks or assignments
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Understanding of active listening techniques
• Comfortable using a computer
   

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].