Team Lead

Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Contract Duration: Temporary contract of 3 months
Work Schedule: To be decided
Expected Start Date: January 8, 2026

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

At Crescendo, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description.
 

What You’ll Do:

• Provide constant valuable feedback for all stakeholders - Program Manager, Partner POC, and Associates
• Attend and contribute to weekly meetings with the partner
• Lead weekly team meetings or huddles
• Conduct regular 1:1s with each of your direct reports
• Provide quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Develop action plans 
• Provide and/or facilitate training to new hires or current associates as needed
• Support/Assist associates during production and assigning associates to new and different tasks as required
• Monitor production levels for each associate (using Zendesk Explore or other metric data tools)
• Elaborate and deliver PIPs (Performance Improvement Plans) to associates when needed, to help those who are having problems with performance.
• Work with People Operations on Disciplinary actions when needed.
• Build and maintain the team’s schedule to ensure appropriate coverage
• Participate in the hiring process by helping to Identify and select ideal candidates according to the program’s needs
• Ensure all applicable Crescendo policies are followed

What We Expect From You:

• Embody and exemplify the Crescendo core values on a consistent basis and set the tone for others: Be Humble, Care for Others, Take Ownership, Embrace Growth, and Manifest Trust.
• Must have a thorough understanding of the partner’s processes, tools, and metrics
• Team-oriented focus with strong collaboration skills
• Ability to use sound judgment and take responsive action effectively and timely when appropriate
• Continuous improvement attitude; ability to suggest and implement best practices or process enhancements that support the team in achieving business objectives
• Excellent relationship-building skills with the ability to communicate and collaborate across all organizational levels
• Is flexible amid an ever-changing and growing environment

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
• 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

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