Email and Chat Support Specialist

Role DetailsLocation: San Pedro Sula or TegucigalpaWork Arrangement: Hybrid | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employmentType of Support: Email and ChatsContract Duration: PermanentTraining Schedule: Monday - Friday; 3:00 pm - 12:00 amWork Schedule: Monday to Friday, between 6:00 a.m. and 6:00 p.m. (various shifts available)Expected 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 RoleWe're looking for a Customer Support Specialist who excels in communication and shares our passion for health and fitness. As the voice of a U.S.-based brand, you'll need strong written English skills to engage with our customers in a way that's friendly, thoughtful, and empathetic. The ideal candidate for this role is someone who can think creatively, adapt quickly, and maintain a high standard of quality and attention to detail, even in a fast-changing environment.In this role, you'll go beyond answering questions, you'll help guide customers as they go through their health journey, offering expert knowledge about our products and embodying a customer-first mindset. We also value initiative; we're looking for someone who can identify areas for improvement and proactively suggest solutions that enhance the customer experience.What You’ll Do:Provide friendly and helpful support to customers via email and chatEngage with customers via our service channels and address all customer inquiries, issues, concerns and/or feedbackKnow the product, learn all of its nuances and keep current with the latest updates and policiesTake the time to become an expert on the offerings of the brand so you can represent the company effectivelyShare feedback to the team on top issues or areas of improvement to drive more value to customersPropose new business processes and content that can be used to address common customer questionsContribute to the customer knowledge base and internal documentationTroubleshoot any technical issues reported by customersPrepare and update documents for data entry. Entering data into authorized reports/files and ensuring its accuracy. What We Expect From You:Excellent spoken and written English (C2 Level)Prior customer support experience preferredSocial media experience is a plusExperience handling refunds, orders and replacements in ShopifyStrong understanding of service level expectations and strive to meet or exceed them without compromising the customer experienceAbility to keep current with frequent product and process changes with limited advance noticeHighly empathetic, and committed to strong teamwork and collaborationAmazing customer service sensibilitiesProactive attitude and ability to work remotely with limited supervisionStrong reading comprehension and problem-solving skillsMore web and computer-savvy than the average personThe desire to stretch yourself and learn new skillsStrong attention to detailFamiliarity Gorgias (CRM platform) preferredA passion for health and fitness products preferredCapable of managing balance between working independently and as part of a team. What You’ll Get In Return:Hybrid working arrangementsCompetitive base salaryGenerous paid time offComprehensive benefits package including medical, dental, and vision optionsPaid 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 missionEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forwardManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s nextTake ownership: Bold choices with integrity at the core—that’s how impact lastsBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learningCrescendo 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.Powered by JazzHRGtJFNIxJSR