Customer Experience Specialist II

Role Details

Type of Support: Phone, chat and emails
Position Type: Full-Time l Permanent 
Training Schedule:  Monday to Friday, 7:00 a.m. – 4:00 p.m. The first week is fully onsite. From Week 2 to Week 6, training will be hybrid: 4 days in the office and 1 day from home.
Work Schedule: Shifts will be assigned later, so open availability is required. Days off will be two consecutive days.
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa 
Once in production: 3 days onsite and 2 days working from home (based on performance and KPIs)
Expected Start Date: June 16, 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
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 be responsible for handling basic customer issues such as: account troubleshooting, assisting with the use of the platform, and live task support for the company users primarily via live support channels. 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:

• Provide a personable, friendly, and positive customer service experience across all channels
• Work independently and collaboratively to complete tasks on time based on urgency and importance
• Support teammates by completing assigned tasks on time, helping others, and communicating your workload with leads and managers
• Follow communication procedures, guidelines, and policies. Research answers or solutions as needed 
• Escalate to your direct report when unsure or unable to make a decision or solve a problem
• Efficiently address & solve user issues primarily via live channels while maintaining and exceeding KPIs aimed at customer satisfaction, productivity, and accuracy
• Handle booking support requests driving retention and ease of use
• Assist customers in the partner's experience across dual-side marketplace
• Establish connections and gain customers' trust

What We Expect From You:

• Excellent English skills both verbal and written (EFSET results must be at the C2 level)
• Excellent problem-solving and communication skills
• Organized, accountable, and responsible
• Excellent time management skills; Punctuality and adherence to schedule required
• Possess critical thinking, empathy, active listening, initiative, adaptability, 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

• Competitive Base Salary
• Generous paid vacation
• Attractive 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 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].