AI Support Specialist

About Us

At Crescendo, we’re transforming customer experience with Augmented AI—a seamless blend of human expertise and AI automation that delivers better, faster, more scalable support. We’re not just changing how support works. We’re reshaping the economics of an entire industry.

The Role

PartnerHero is hiring an AI Support Specialist to react to and manage both external and internal customer requests specific, but not limited, to enhancing the CX Assistant(s) intended functionality.

You will ensure our customers, who we refer to as Partners, have accurate and timely answers to their questions about our Augmented AI solution. In this role, you will collaborate with Product, Engineering, CX Design, Operations and other internal stakeholders to ensure our Partners are receiving the support and guidance required to drive the utmost value out of Augmented AI.

What You’ll Do:

• Address inquiries from customers regarding the behavior settings of the CX Assistant.
• Advise customers on potential configuration updates, including refining workflows, adjusting the CX Assistant’s personality to align with brand guidelines or improving response accuracy.

• In collaboration with our QA team, validate and implement the areas of enhancement opportunity found in the customer's knowledge base

• Escalate validated issues to the Engineering and/or Product teams as needed by providing clear documentation, sufficient context, root causes,and recommendations for resolution.

• Ensure all support cases and associated outcomes are properly documented and communicated to relevant teams and stakeholders.
• Maintain open communication with stakeholders, keeping them informed of the status and resolution.

• Maintain an up-to-date understanding of the AI platform’s features, functionality and roadmap.
• Participate in the creation of an internal CX Assistant designed to help your colleagues in Support operate efficiently.
• Use and update the internal CX Assistant by maintaining a repository of FAQs, advanced use cases and solutions for future reference.

• Review and document feature requests from customers

What We Expect From You:

• 2+ years in a technical support, chatbot management or product specialist role.
• Demonstrate strong practical knowledge of tools like Jira, Zendesk or similar ticketing systems.
• General understanding of APIs, JSON or other technical formats for diagnosing issues.
• Hands-on experience in chatbot configuration, intent training and performance analysis.
• Demonstrated ability to collaborate with cross-functional teams and stakeholders to achieve shared goals.
• Excellent project management and organizational skills, with the ability to prioritize and delegate tasks effectively.
• Strong analytical and problem-solving abilities.

What You’ll Get In Return:

• Remote 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
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why Crescendo?

• We’re creating a new category: Augmented AI.
• Our growth has been explosive—0 to $100M+ in ARR in under a year—and we’re just getting started.
• Our model is built on outcomes, not buzzwords. That means we only win when our customers do.
• You’ll join a high-performing, customer-obsessed team that values speed, creativity, and craft.
• We’re remote-first, people-first, and purpose-driven.

Join us and help shape the future of customer experience.

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

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 [email protected].