Scoot Education - Customer Support Specialist II

Role Details

• Type of Support: Omnichannel (Email, chat, phone, social media)
• Contract Duration: Permanent
• Training Schedule: TBD. Flexibility to work any shift
• Work Schedule: TBD. Flexibility to work any shift
• Work type and Location: Hybrid, Philippines - 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.

We are looking for a dynamic, well-versed Customer Support Specialist to provide customer support for one of our partners. We are looking for expertise in how to handle and provide friendly and helpful responses to customer support tickets via email and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority. Does this sound like you?

Well, join us and experience the ability to bring your true self to work every day!

What You'll Do:

• Providing an amazing customer experience across all channels including phone, email, and live chat
• Able to handle different levels of customer inquiries ranging from order status, and product inquiries, to company policies. 
• Showing a strong comprehension of all policies and procedures
• Resourceful by working cross-functionally to solve complex customer inquiries
• Escalating common trends from calls and emails to ensure swift action is taken
• Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Able to work independently and collaboratively 
• Strong written and verbal communication skills
• Responding to customer inquiries with empathy and attentiveness
• Completing your tasks with less direction and making educated decisions about your work as needed.
• Following workflows independently and prioritize the tasks assigned to you based on urgency and importance.

What we Expect from you:

• 1+ years of customer support experience
• Advanced (C2) English Level; written and spoken
• Highly organized and detail-oriented individual who is capable of managing multiple tasks and priorities
• Excellent time management, organizational skills, communication skills, and customer care skills
• 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 
• Strong conflict resolution skills
• Ability to properly understand and convey tone via spoken and written communications
• Creative problem-solving skills 

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].