Video Onboarding Specialist II

San Pedro Sula or Tegucigalpa, Honduras

Full Time

Customer Support

Experienced

Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Video Calls and Emails
Contract Duration: Permanent
Training Schedule: Monday - Friday 8:00 AM - 5:00 PM
Work Schedule: Monday - Friday Schedule assigned between 8:00 AM and 8:00 PM
Expected Start Date: November 20, 2025

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.

The Role

Our partner develops state-of-the-art technology for short-term rentals. The Customer Onboarding team sits within the Sales organization, and the Customer Onboarding Specialist (COS) plays a key role in guiding customers through either free 30-minute Orientation sessions or paid Onboarding calls.

The ideal candidate is comfortable engaging with customers via video conferencing and email, and is able to convey professionalism while building rapport with ease.

What You’ll Do:

Customer Onboarding: Lead engaging 30- to 60-minute onboarding calls, helping customers configure their accounts to address their specific needs. You’ll guide them through the setup process, ensuring they experience the value and benefits of the platform during their trial
Customer Consultation: Review handover notes from the Sales team to understand customer goals and pain points. Tailor the onboarding experience accordingly, ensuring that each customer's setup aligns with their objectives
Screen Sharing and Live Support: Host onboarding sessions via webcam, asking customers to share their screen so you can walk them through setup steps in real time, answer questions, and provide hands-on assistance
Enterprise Onboarding: For larger clients, schedule and conduct a series of onboarding sessions, delivering in-depth training customized for different user groups within the organization.Follow communication guidelines and research solutions when needed
Problem-Solving and Customization: Address common challenges faced by short-term rental hosts, such as automating smart lock PIN codes or connecting with multiple booking platforms, ensuring customers feel confident in the software's ability to meet their needs
Trial Success: Your objective is to ensure that by the end of the trial, customers are confident, satisfied, and eager to become paying users who have fully experienced the software’s value
Handoff: Ensure customers know how to access support resources, such as help articles and live support, join product beta programs, connect with our Facebook user group, and register for bi-monthly Town Halls

What We Expect From You:

Excellent written and verbal English communication skills (EFSET C2 required)
2+ years of experience in customer onboarding, customer success, or technical/customer support—ideally within a SaaS or software environment
A genuine passion for delivering exceptional customer experiences and turning challenges into opportunities to delight
A customer-centric mindset focused on understanding needs and driving adoption and success
Technological fluency across web, computer, mobile, and SaaS platforms, with the ability to explain software clearly and guide users through setup and troubleshooting
Clear and concise communication skills, with the ability to explain complex processes in a simple, engaging way during live calls
Strong problem-solving skills and the ability to tailor solutions to customer pain points on the spot
Confidence presenting over webcam, with the ability to engage your audience and inspire trust in the product
Strong organizational skills and the ability to juggle multiple onboarding sessions while delivering personalized support
A collaborative mindset and the ability to work cross-functionally with Sales, Product, and Technical Support to resolve issues and ensure customer goals are met

What You’ll Get In Return:

Hybrid working arrangements
Competitive base salary
Generous paid time off
Comprehensive 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 and professional development opportunities

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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Our roles require varying levels of English proficiency. To help us assess your level, using a computer, please complete the SolidRoad English Assessment before submitting your application (unless you have already done so).
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Video Onboarding Specialist II

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