Cat Food - Email & SMS Specialist

Role DetailsLocation: Tegucigalpa or San Pedro Sula, HondurasWork Arrangement: HybridType of Support: Email and SMSContract Duration: Full-timeTraining Schedule: Tuesday - Saturday, 9:00 am - 6:00 pmWork Schedule: 9:00 am - 6:00 pm, includes weekend coverage with two consecutive days off during the weekExpected Start Date: November 20, 2025About UsCrescendo 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 RoleDo you like helping others? Crescendo is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a Crescendo employee, you’ll have the support you need to develop and grow your career.What You’ll Do:Act as the primary point of contact for all prospective and existing customers, serving as the voice of the brandRespond to questions via email, SMS, and live chat about our productsSupport pet owners as they transition to our food, gather customer feedback through phone calls, and help build a strong, engaged community of pet loversProactively identify customer needs and recommend new or alternative products to enhance their experienceCollaborate with our tech team to identify user experience issues and effectively communicate solutions to customersThink creatively to continuously optimize the customer experienceManage multiple communication platforms simultaneously, including email, SMS, phone, and live chatDeliver excellent, friendly, and positive customer service through all channelsAssist customers with problem-solving using strong troubleshooting, reading comprehension, and critical thinking skillsAnalyze recurring customer issues and generate insight reports to help our partners improve their businessesBe tech-savvy with web platforms, computers, and smartphonesWork both independently and as part of a collaborative team What We Expect From You:Impeccable verbal and written communication skillsA passion for creating exceptional customer experiences and the ability to turn challenging situations into opportunities to exceed customer expectationsAbility to thrive in a dynamic, fast-changing environment, and adaptability is a mustMetrics-driven mindset with proven experience handling a high volume of customer interactionsStrong conflict resolution skills and the ability to remain calm and even-tempered in difficult situationsSincere, empathetic, energetic, and flexibleA team player who actively looks for ways to contribute and help othersEnthusiasm for a fun role involving engaging (“chatting cat”) with a rapidly growing customer basePrevious experience in customer support, preferably at a start-upExperience working with platforms such as Zendesk, Kustomer, Shopify, Recharge, or StripeHuge plus: a great sense of humor and a stash of cat memes to share! What You’ll Get In Return:Hybrid working arrangementsCompetitive base salaryGenerous paid time offComprehensive benefits package including medical, dental, and vision optionsAccess to free posture-based fitness workouts from home Paid Sabbatical LeaveTraining and professional development opportunitiesCompany Culture Is At Our CoreCore 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 NOTICECrescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.