Role DetailsType of Support: Omnichannel (Email, chat, phone, social media, video conference)Contract Duration: Full-Time, PermanentTraining Schedule: 7:00 AM - 4:00 PM CSTWork Schedule: 9am - 6pm EST | Tuesday - SaturdayWork Type and Location: Remote, US onlyExpected Start Date: March 5, 2026About 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.Welcome to Crescendo. Welcome to what’s next.The RoleWe are looking for a talented specialist who will be an important support team member, supporting one of our largest partners and their fintech applications and platforms. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer and user inquiries, and embody our commitment to delivering best-in-class account management. The ideal candidate must earn the trust of our partner who offers an expense management system for personal and business use partners. This candidate will be expected to interface and work collaboratively with our program leadership and partner product support and success teams in order to offer the best service possible to our partner and their customers.What You’ll Do:Communicate with clients to ensure that all of their needs are understood and addressedBuild strong client relationships to maintain old business and acquire new customersCollaborate with various internal departments to ensure that they fulfill all customer requestsResolve complaints and keep track of all processes that pertain to the client’s desiresAct as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experienceCollect and analyze data concerning consumer behavior to understand changing needsRespond to account owner inquiries and provide accurate, satisfactory answers to their inquiries and concernsAdequately follow policies, procedures, and escalation and transfer workflow to ensure an effortless experienceAttempt to de-escalate situations involving dissatisfied account owners, offering assistance and supportDocument and report on client feedback and insights to improve our partner’s product and customer experienceGuide account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resourcesMaintain essential program knowledge that is critical for our partner and their clientsOccasionally, work additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related mattersPerform project duties and tasks that are within your skill and expertise level as assigned by program managementFlex between program duties and providing ad hoc support for program-specific projects, products, and queuesIntercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concernsConsistently achieving and maintaining the minimum program performance by meeting all (5) key performance indicators and metrics within the program; the KPI Attestation Agreement is required before offerAdhere to assigned schedule compliance (including peak/seasonal staffing requirements) and, on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working on federally recognized holidays or providing coverage for teams in other geographiesAssist customers with booking travel arrangements using our partner’s travel platform and instance. The function may require phone support and placing outbound calls to confirm travel arrangementsNegotiate contract renewal, upselling subscriptions to the customerAct as a liaison between the customer and effectively communicate with internal, cross-functional departmentsAttend meetings with the customer (on time, prepared, and professional)What We Expect From You:Passionately care about SaaS product support and the role it plays in making a customer-centric team successfulAwareness to prioritize customer-impacting issues and know when something requires key stakeholder visibilitySkilled at explaining factors associated with rules and procedures for electronic funds transfers (EFTs), and providing guidelines for users of electronic debit cardsConfident and collaborative communicator with contact center and telephony support experienceHeavy reliability in people skills and proficiency in problem-solvingAbility to maintain composure and focus under pressureStrong understanding of service level expectations without compromising the customer experienceExcellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferredInfectious ambition, positivity, engagement, and the desire to provide support to software users within the financial space and industryIf telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace. High-speed/broadband internet access is requiredBonus Points: 2+ years of experience working in a contact center environmentExperience supporting software as a service, particularly those involving financial acumen, regulatory compliance, or Regulation EBonus Points: Previous work experience at a startup or new business venture, where the team size is limited and may grow over timeBonus Points: Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teamsHelping others in times of need comes as second natureWhat You’ll Get In Return:Flexible working arrangements (US Only)Hybrid working arrangements (all other countries)Competitive Base SalaryGenerous paid vacationAttractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employeesCompetitive retirement benefits (US only)Access to free posture-based fitness workouts from homeTraining 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.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.
