Omnichannel Customer Support Specialist II (SD: Nov 6, 2025)

Remote

Full Time

Customer Support

Experienced

Role Details

Type of Support: Phone, Email, Live Chats
Contract Duration: Full-Time, Permanent
Training Schedule: 9:00 AM - 6:00 PM EST | Monday to Friday | 7 weeks duration
Work Schedule: To be determined | with Weekends work
Work Type and Location: Remote, US only
Expected Start Date: November 6, 2025

About Us

PartnerHero is now Crescendo — a stronger, bolder force in customer experience.
Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re 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 don’t 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 what’s next.

The Role

We are looking for a compassionate and organized individuals with an interest in customer service/support to join our specialty Customer Support team based in the United States. In this role, you will either be assisting patients and providers with a variety of Benefits support topics including, but not limited to, billing and payment, explanation of benefits, and insurance verification, or Account Management support topics such as account access, payouts, contract questions, or credentialing inquiries. Support will be provided via email, chat, and phone, delivering helpful solutions to ensure all requesters have a great customer service experience.

You are a highly ambitious individual who is passionate about interacting with and servicing our customers. You’ll interact through email, phone, and chat to provide an exceptional customer experience for everyone you encounter.

What You’ll Do:

Provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and phones
Troubleshoot and address platform issues that patients and providers are experiencing
Facilitate communication between clients and providers to arrange care, escalating sensitive issues when needed
Collaborate with insurance agents and navigate carrier platforms to verify plan benefits and status
Investigate, interpret and explain benefit details and out of pocket costs according to the client's plan
Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterations in service of the partner’s mission
Navigate high-acuity interactions with empathy and/or positivity
Operate with professionalism, navigating client and provider requests in accordance with the Compliance and Professionalism guidelines issued by Crescendo and the partner organization
Perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management

What We Expect From You:

Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
Ability to thrive in a dynamic and evolving environment - must be adaptable.
Proven ability to handle a high volume of customer interactions while providing high quality, empathetic support.
Strong ability to independently own resolution of conflict, while maintaining empathy in challenging situations.
Understanding of active listening techniques.
Familiarity with technology and capable of adhering to standard troubleshooting procedures
Experience providing clear, concise, and professional written and verbal communication

What You’ll Get In Return:

Flexible working arrangements (US Only)
Hybrid working arrangements (all other countries)
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
Competitive retirement benefits (US only)
Access to free posture-based fitness workouts from home, paid Sabbatical Leave
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.

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Do you have a backup location with the same level of privacy should your primary residence lose power or internet? This should include a backup plan for both internet and power outages and should not include internet cafes, coffee shops, libraries, study rooms with public internet access or any other public space.*

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Are you comfortable working on the weekend days as part of the production schedule? (*You will always have 2 consecutive days off in your work week)*

Confirming your response from the application, do you have any planned time off within 90 days of the start date?*

Due to the types of information we handle, and needing to remain HIPAA compliant, we do have strict guidelines we have to follow in the event that protected health information is mishandled in any way. If this occurs, it is an automatic final warning and any further instances would result in removal from the program or termination. Do you understand or have any concerns about handling this kind of information?*

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We require specific levels of English support for any roles. To be considered for employment, please follow these steps:

• Step 1. Click this link to access the test: https://app.solidroad.com/public/assessments/add46f35-4197-4f3d-8ac3-4a3bd12c163c

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Omnichannel Customer Support Specialist II (SD: Nov 6, 2025)

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