Customer Experience Specialist II – Luxury Brand (San Pedro Sula Only)

Role Details

Location: San Pedro Sula, Honduras
Work Arrangement: Hybrid
Type of Support: Phone, chats, emails, SMS
Contract Duration: Temporary of 60 days
Training Schedule: Monday to Friday, 6:30 am - 3:30 pm; Saturday and Sunday Off
Work Schedule: 6:30 AM - 3:30 PM; Wednesday and Thursday off
Expected Start Date: October 23, 2025

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

We are currently looking for a dynamic, proactive, well-versed Customer Support Specialist to provide customer support for one of our luxury retail partners. Your main goal is to assist, educate, troubleshoot, see patterns, and go above and beyond to provide an outstanding customer experience by resolving customer and product problems. We are looking for expertise in providing friendly and helpful responses to customer support tickets via phone, email, and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority.

What You’ll Do:

• Provide outstanding customer support through friendly and professional interactions via email, chat, and phone
• Help customers solve problems with strong troubleshooting, reading comprehension and problem-solving skills
• Identify recurring customer issues and highlighting these to your Team Lead and partner 
• Learn to follow workflows and prioritize your tasks based on urgency and importance.
• Support your teammates by completing assigned tasks on time, and communicating about your workload to colleagues and management
• Review/Edit escalation documentation and SOPs relating to common scenarios
• Act as a Subject Matter Expert (SME) for designated products/services
• Work independently and collaboratively 
• Savvy with web, computer, and smartphones
• Display ownership of assigned projects outside of traditional Customer Support duties

What We Expect From You:

• 1+ years of customer service experience supporting customers via phone, email, and chat
• Advanced English Language Skills (spoken and written, C1+ level)
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Strong conflict resolution skills and even temperament in challenging situations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Strong detail orientation for verbal and written communication and the ability to manage several tasks simultaneously
• Willingness to learn and keep up to date on all processes and procedures
• Comfortable making decisions and asking for help or escalating when appropriate
• Maintains a positive attitude and is receptive to feedback 
• Knowledge of Microsoft Office, Teams and Outlook

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
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• 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.

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