Customer Support Specialist II (Referral Platform)

Role Details

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

PartnerHero is looking for talented folks to join our Customer Support Teams.  We look for candidates who care about the details and are always looking to learn something new. You will solve support cases that include basic troubleshooting, and knowledge sharing, plus above-and-beyond empathy. It’s required that you be very disciplined in working autonomously and that you be determined, self-directed, and driven. We have a range of opportunities available in different industries which include Edtech, eCommerce, Fintech, Health, Wellness, and More. Our interest is to match your unique skills, experience, and interests with our company and our partners. As a PartnerHero employee, you will have the opportunity to build your career with the support you need, no matter if you are breaking into the industry.

What You’ll Do:

• Managing support enquiries from our clients, their customers and Mentioneers as they arrive via our ticketing system, responding with promptness, thoroughness and good grace, according to the agreed SLAs.
• Being responsible for actioning changes on our clients’ referral schemes, proactively ensuring they are running smoothly and escalating when they are not
• Requesting QA from the team leader when necessary and participating in our QA processes
• Supporting the Client team by implementing changes for our clients in the Mention Me platform.
• Conducting regular written and video communications with our clients and colleagues as required
• Supporting the Onboarding team with setting up new clients.
• Working alongside the Design team in regards to any updates for our clients.
• Developing a deep knowledge of the Mention Me platform and product, and using that knowledge to help our clients out when they need it.
• Developing and sharing training and best practices in Mention Me and amongst clients.
• Providing constructive feedback on Mention Me’s tools and processes as we seek to continually improve our platform and the service we provide.
• Have a drive and desire to do the best job for your clients/colleagues that you possibly can, aiming for Customer Love and going the extra mile/anticipating clients' and Mentioneers’ needs.
• Managing non-ticketing tasks (e.g. voucher availability) on a rota basis

What We Expect From You:

• Excellent English skills spoken and written (EFSET results from C1 or C2 level)
• Excellent problem-solving and communication skills
• Ability to maintain composure and focus under pressure
• Excellent time management skills; Punctuality and adherence to schedule required
• Possess critical thinking, empathy, active listening, initiative, adaptability, resilience, and problem-solving skills.
• Ability to work in a fast-paced environment
• Savvy with web, computer, and smartphones
• Passion for creating an exceptional customer experience
• Eager and curious to learn.

What You’ll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Full-time with the potential for overtime if requested and approved.
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• 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].

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

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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.