Team lead

Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Contract Duration: Full-time
Expected Start Date: February 5th, 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 sleep.

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.

Welcome to Crescendo. Welcome to what’s next.
 

The Role

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, product 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.

The reason you join won’t be the reason you stay.
 

What You’ll Do:

• Help to establish processes and procedures with the growing business of our partner by developing an understanding of the process, business, and support interaction, and creating process suggestions leading to better business outcomes
• Provide constan,t valuable feedback for all stakeholders - Program Manager, Partner, and Associates
• Lead weekly team meetings or huddles and conduct regular 1:1s with each of your direct reports 
• Lead weekly meetings with the partner to report current production status and any updates
• Provide quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Conduct QA, coaching sessions, and side by side feedback (plug-ins) 
• Provide and/or facilitate training to new hires or current associates as needed
• Supporting/Assisting associates during production and assigning associates to new and different tasks as required 
• Monitor production levels for each associate (using Gorgias) 
• 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
• Making sure to complete all tasks assigned in a timely manner on the partner’s work management platform 
• Allocate the workload to each team member depending on their product knowledge
• Manage, coach, and develop a high-performing team of CS Reps 
• Responsible for overall team performance against KPIs
• Serve as a thought partner for leaders across the organization, ensuring that they’re equipped with the tools necessary to manage their teams
• Execute key initiatives in CS that affect the team and scale efforts
• Support the Program Manager in developing a team strategy to support the team and company goals
• Complete QA evaluations to maintain and improve the program’s quality
• Perform feedback and coaching
• Daily for low performing associates and new hires
• Share bugs, outages and website challenges with the LMNT website
• Understand the product, platform, and metrics (including SLAs)
• Assist associates with ticket escalations 
• Coaches team on how to make decisions on their own
• Escalates to PM or Partner team as needed
• Asks for Partner input judiciously
• Contribute to training material creation 
• Leads ad-hoc training refreshers 
• Weekly team stats review + updates meetings

What We Expect From You:

• Native to near native English – spoken, written and comprehension
• 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 in a timely manner 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 

What You’ll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• 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
• 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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