Role DetailsType of Support: Phone, Email, Live ChatsContract Duration: Full-Time, PermanentTraining Schedule: 9:00 AM - 6:00 PM EST | Monday to Friday | 7 weeks durationWork Schedule: Open to shifting schedules (subject to business requirements).Work Type and Location: Remote, US onlyExpected Start Date: ImmediatelyAbout Us Crescendo 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 are looking for a compassionate and organized individuals with an interest in customer service/support to join our specialty Customer Support team based in the United States. In this role, you will either be assisting patients and providers with a variety of Benefits support topics including, but not limited to, billing and payment, explanation of benefits, and insurance verification, or Account Management support topics such as account access, payouts, contract questions, or credentialing inquiries. Support will be provided via email, chat, and phone, delivering helpful solutions to ensure all requesters have a great customer service experience. You are a highly ambitious individual who is passionate about interacting with and servicing our customers. You’ll interact through email, phone, and chat to provide an exceptional customer experience for everyone you encounter.What You’ll Do:Provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and phonesTroubleshoot and address platform issues that patients and providers are experiencingFacilitate communication between clients and providers to arrange care, escalating sensitive issues when needed Collaborate with insurance agents and navigate carrier platforms to verify plan benefits and statusInvestigate, interpret and explain benefit details and out of pocket costs according to the client's planAdvocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterations in service of the partner’s missionNavigate high-acuity interactions with empathy and/or positivityOperate with professionalism, navigating client and provider requests in accordance with the Compliance and Professionalism guidelines issued by Crescendo and the partner organizationPerform project duties and tasks that are within your skill and expertise level for your role as assigned by program managementWhat We Expect From You:Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.Ability to thrive in a dynamic and evolving environment - must be adaptable.Proven ability to handle a high volume of customer interactions while providing high quality, empathetic support.Strong ability to independently own resolution of conflict, while maintaining empathy in challenging situations.Understanding of active listening techniques.Familiarity with technology and capable of adhering to standard troubleshooting proceduresExperience providing clear, concise, and professional written and verbal communication What you’ll get in return:Full-time employmentCompetitive compensation based on experienceA dedicated wellness program, including support from an in-house psychologist Attractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by Crescendo and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany 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.
