Dog Care - Customer Support Specialist II

Role DetailsType of Support: Phone and EmailsContract Duration: PermanentTraining Schedule: Monday to Friday, 7: 00 am - 4: 00 pm; Saturday and Sunday OffWork Schedule: To be determinedWork Type and Location: Hybrid, San Pedro Sula and TegucigalpaExpected Start Date: August 7, 2025About UsPartnerHero 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 empower 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. About The RoleWe're looking for a Customer Support Specialist who is passionate about transforming the dog-human relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a dog parent. The dog industry remains firmly stuck in the past, and we are here to change that.

The partner is leveraging our team's talent and expertise to improve the lives of the millions of dogs in the U. S. Real-time location tracking, activity, sleep, and behavior monitoring are just the beginning. The most exciting aspect of our work? Bridging the communication gap between dogs and humans. Imagine a world where everyone knows how their dog feels in real-time and how to keep their best friend in good shape. That's the future we're building at the company.

If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping dogs live longer, better lives, the partner could be the perfect fit. Join us in our pursuit of the “impossible,” or as we call it here, “let me find a way,” to redefine the future of dog ownership togetherWhat You’ll Do:

Provide a personable, friendly, and positive customer service experience across all channelsWork independently and collaboratively to complete tasks on time based on urgency and importanceSupport teammates by completing assigned tasks on time, helping others, and communicating your workload with leads and managersFollow 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 problemEfficiently address & solve user issues primarily via live channels while maintaining and exceeding KPIs aimed at customer satisfaction, productivity, and accuracyHandle booking support requests, driving retention and ease of useAssist customers in the partner's experience across dual-side marketplaceEstablish connections and gain customers' trustWhat We Expect From You:

Excellent English skills both verbal and written (EFSET results must be at the C2 level)Excellent problem-solving and communication skillsOrganized, accountable, and responsibleExcellent time management skills; Punctuality and adherence to schedule requiredPossess critical thinking, empathy, active listening, initiative, adaptability, and problem-solving skillsAbility to work in a fast-paced environmentSavvy with web, computer, and smartphonesPassion for creating an exceptional customer experience Eager and curious to learnWhat You’ll Get In Return:

Full-time with the potential for overtime if requestedWork type - Hybrid modelCompetitive compensation based on experienceAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by PartnerHero and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our CoreOur 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 changeManifest 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 colleaguesPartnerHero 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].