Dedicated - Customer Support Specialist II

Role Details

Type of Support: Omnichannel (Emails, chats, SMS)
Contract Duration: Temporary (4 months)
Position type and schedule: Training: Monday to Friday, from 9am to 6pm Pacific Time | Production: From 9 am to 6pm Pacific Time, Days off TBD
Work type and Location: Hybrid, Metro Manila
Expected start date: July 31, 2025

About Us

PartnerHero 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 empowers 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.

The Role

PartnerHero is looking for talented folks to join our Customer Support Teams.  We look for candidates who care about the details and are always looking to learn something new. You will solve support cases that include in-depth server troubleshooting, extensive software investigation, plus above-and-beyond empathy. It’s required that you be very disciplined in working autonomously and that you be determined, self-directed, and driven. We have a range of opportunities available in different industries which include Edtech, eCommerce, Fintech, Health, Wellness, and More. Our interest is to match your unique skills, experience, and interests with our company and our partners. As a PartnerHero employee, you will have the opportunity to build your career with the support you need, no matter if you are breaking into the industry.  

What You'll Do:

• Providing a personable, friendly, and positive customer service experience across all channels including phone, email, and live chat.
• Working independently and collaboratively to complete tasks on time based on urgency and importance.
• Helping customers to solve problems with solid troubleshooting, reading comprehension, and problem-solving skills
• Handling different levels of customer inquiries ranging from order and product inquiries to basic technical troubleshooting 
• Analyzing recurring customer issues and creating insight reports to help our partners make their businesses better
• Follow communication procedures, guidelines, and policies. Research answers or solutions as needed.
• Showing a strong comprehension of all policies and procedures
• Escalating common trends from calls and emails to ensure swift action is taken
• Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience
• Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Tackling a variety of tasks, some of which require you to make judgment calls.

What we Expect from you:

• 2+ years of experience in a customer service role. 
• Excellent English skills spoken and written (EFSET result is C2 level)
• Excellent problem-solving and communication skills
• Tech-Savvy - Web, Computer, IoT, Smart Devices
• Proficiency in multitasking and working with multiple different tools or platforms simultaneously
• Ability to maintain composure and focus under pressure  in challenging situations
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule required
• Possess critical-thinking skills, empathy, active listening, initiative, adaptability, resilience, and problem-solving skills.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations. 
• Highly empathetic and have the ability to convey that over email and chat

What You’ll Get In Return:

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits (US only)
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our 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 change
• Manifest 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 colleagues

PartnerHero 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].