Customer Support Team Lead - US

Role Details

Position type: Permanent 
Work Schedule: Open to shifting schedules (subject to business requirements)
Work type and Location: Hybrid, San Pedro Sula or Tegucigalpa
Expected start date: February 26, 2026
 

About 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.

Welcome to Crescendo. Welcome to what’s next.

The Role 

The Team Lead will oversee and coordinate both the Customer Success Associate, Migration Focus, and Data Specialist, Customer Migration roles. This position owns the end-to-end success of the customer migration program, ensuring strategic customer planning, high-quality data execution, and on-time delivery. The role requires strong leadership, operational rigor, and the ability to balance customer experience with technical execution.

The Team Lead reports to the Operations Manager/Team Manager and plays a critical role in supporting and coaching the team to exceed partner expectations through timely, accurate, and professional service.

What you’ll do:

• Supervise and support CSMs and Data Specialists managing customer migrations, ensuring workload distribution aligns with customer timelines and operational tasks are completed effectively.
• Develop a high-performing team through regular 1:1 coaching, professional development, and compliance with company policies, including handling attendance and disciplinary actions.
• Own the migration strategy, timelines, success metrics, and consistent execution across all customers while proactively identifying risks and implementing mitigation plans.
• Act as the escalation point for high-risk or complex migrations, ensuring clear communication, accurate timelines, and expectations for customers.
• Collaborate with Product, Engineering, and Operations teams to resolve blockers, report issues, and drive initiatives to improve migration success and operational efficiency.
• Define, refine, and improve migration workflows, documentation, QA standards, and reporting in Salesforce and project management tools while monitoring KPIs, data quality, and customer readiness.
• Conduct regular QA evaluations, identify team improvement opportunities, and implement corrective actions to maintain program quality.
• Maintain a strong understanding of the product, platform, and SLAs while contributing to training materials, supporting onboarding, and promoting continuous learning for the team.
• Adapt to changes in the migration program and role, ensuring operational effectiveness and team readiness.

What we expect from you:

• 3+ years of experience in Customer Success, Operations, Project Management, or similar roles in a SaaS environment.
• 2+ years of advanced customer support or leadership experience.
• Prior experience leading or mentoring teams.
• Strong understanding of customer lifecycle and operational workflows.
• Excellent written and verbal communication skills.
• Experience using Salesforce and project management tools (Asana, Jira, etc.).
• Advanced proficiency with G-Suite/MS Office (Excel/Sheets strongly preferred).
• Tech-savvy and comfortable in a fast-paced, dynamic environment.

What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist 
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Core 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 [email protected].

PRIVACY NOTICE

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