[Hiring] Customer Support Specialist II @PartnerHero

Role Description

We are looking for a motivated Customer Support Specialist II to support an indoor skydiving experience provider by delivering high-quality customer service while identifying and converting upsell opportunities. The specialist will engage with customers across phone, email, and chat, providing assistance with bookings, inquiries, and post-experience support, while promoting add-ons and upgrades that enhance the customer experience.

• Provide omnichannel customer support via phone, email, and chat, ensuring timely and professional responses.
• Assist customers with reservations, scheduling changes, cancellations, and general inquiries.
• Identify upselling opportunities and confidently recommend relevant add-ons, packages, or upgrades.
• Handle objections and concerns with a customer-first, solution-oriented approach.
• Maintain accurate and detailed documentation of customer interactions in CRM and ticketing systems.
• Meet or exceed performance metrics related to CSAT, response times, conversion/upsell rates, and quality.
• Collaborate with internal teams to resolve escalations and ensure seamless customer experiences.
• Stay up to date on products, promotions, pricing, and policies to provide accurate information.

Qualifications

• Excellent English skills both verbal and written (EFSET results must be at the C2 level)
• Previous experience in customer support, sales, or upselling, preferably in a BPO or contact center environment
• Ability to work night/graveyard shifts consistently
• Experience supporting customers across multiple channels (phone, chat, and email)
• Strong communication and persuasion skills with a customer-centric mindset
• Comfort navigating multiple systems simultaneously while engaging with customers
• Strong problem-solving skills and attention to detail

Benefits

• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Description

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.