(GST) Customer Support - PartnerHero Academy

Role Details
Type of Support: Omnichannel (Email, chat, phone, social media, tickets, etc..)
Contract Duration: Permanent
Position type and schedule: Full-time. The schedule is to be determined according to the partner
Training Schedule: Monday -  Friday 7:00 am - 4:00 pm Saturday and Sunday Off 
Work type and Location: You will be required to go to the office only twice a week in San Pedro Sula or Tegucigalpa 
Expected start date: May 29, 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 passionate about technology and delivering a top-notch customer experience? At PartnerHero, we’re looking for adaptable and tech-savvy individuals to join our Customer Support teams. Whether you’re an experienced professional or looking to break into the industry, this is your chance to grow your career with us.

What makes this opportunity different?

We train you, pay you during training, and then match you with a Partner that aligns with your skills, interests, and training results. As part of Partner Hero Academy, you’ll gain hands-on experience in customer and technical support across various industries—including EdTech, eCommerce, Health & Wellness, and more. With Augmented AI (AAI) becoming an integral part of our operations, we seek individuals eager to embrace new technologies and thrive in a fast-evolving environment.

The reason you join won’t be the reason you stay—because at PartnerHero, we invest in your success from day one.

What You’ll Do:

• Provide exceptional customer service by handling inbound phone calls, chat messages, and emails to assist customers with their needs.
• Communicate with customers and prospects through multiple channels (phone, email, chat) to address inquiries and resolve issues in English.
• Guide customers through troubleshooting steps, platform navigation, and knowledge base resources to ensure smooth issue resolution.
• Follow established policies, procedures, and escalation workflows to maximize first-touch resolution and ensure customer satisfaction.
• Collect, document, and report customer feedback, pain points, and feature requests to improve our partner’s product and overall customer experience.
• Be comfortable identifying potential risks and providing timely feedback to leadership, escalating issues when necessary.
• Gain a deep understanding of the partner’s needs through the training process and ongoing learning.
• Be adaptable and ready to provide customer or technical support across a variety of industries and partnerships, each with unique expectations, performance (KPI) goals, and service level agreements.
• Stay up-to-date with product updates and support policies to master the product(s) you support.
• Act as a proactive advocate for both customers and partners by sharing insights and suggesting improvements based on customer interactions.
• Be open to working with AI-driven technology and adapt to evolving tools, processes, and expectations.

What We Expect From You:

• Excellent (C1) written and spoken English skills.
• Strong understanding of service level expectations without compromising the customer experience.
• Passion for delivering exceptional customer experiences and the ability to turn challenges into opportunities to exceed expectations.
• Proactive attitude with the willingness to take the initiative without being asked.
• Self-driven with strong attention to detail.
• Confident, collaborative, and accurate communicator with experience in contact center and omnichannel support.
• Ability to work under pressure and remain diligent in fast-paced environments.
• Comfortable handling difficult conversations and challenging situations with professionalism and empathy.
• Strong team player mindset, able to work effectively with management and teammates to meet targets.
• Excellent reading comprehension and problem-solving skills—great Support Heroes know how to “read between the lines” to give customers the help they need.
• Strong multi-tasking and time management skills; punctuality and adherence to schedule are preferred.
• Quick learner with the ability to adapt to new technology and systems, especially in sales and acquisition environments.
• Able to work independently and collaboratively as needed.
• Strong conflict resolution skills and an even temperament in challenging situations.
• Comfortable using web, computer, and smartphone technologies.
• Flexibility with schedules and days off as required.
•  Adaptable to evolving tools and processes.

What you’ll get in return:

• Paid training!
• Full-time employment
• 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
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. 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 care