Account Support Specialist

Training ScheduleMonday-Friday, 8:00 am - 5:00 pm, Weekends off Role DetailsType of Support: Email, Chat, Voice conferenceContract Duration: ContractorWork Schedule: Tuesday-Saturday, 8:00 am - 5:00 pm, Sunday - Monday offWork Type and Location: Remote - BrazilExpected Start Date: December 11, **** 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 sleep. We also focus on people, creating a place where careers grow, ideas thrive, and people are empowered to make an impact. \3>The Role> Customer Chat & Account Support Specialist Responsibilities Respond to incoming and existing chat inquiries, providing accurate and helpful answers to customer questions and concerns. Support your assigned book of business by ensuring proper account setup and advocating for new product features released by the partner. Follow established policies, procedures, and escalation workflows to ensure smooth and efficient issue resolution. Resolve situations involving dissatisfied customers by offering appropriate assistance and support. >Review, research, and document chat insights, recommending resources and improvements to enhance workflows and customer experience. Guide customers through platform troubleshooting, helping them navigate the partner's site, knowledge base, community, and related tools. Maintain up-to-date program knowledge, including product updates, workflows, tools, and training requirements essential to the role. Review and update customer accounts, providing information regarding policies, procedures, and required actions. Adhere to schedule commitments and support peak or seasonal staffing needs, which may include working additional hours, holidays or providing coverage across geographies. Meet and maintain all program performance expectations by consistently achieving required KPIs and metrics. Perform assigned program duties within your skill set, including new hire shadowing, peer chat reviews, and administrative tasks. Provide timely peer feedback and support resource improvements by participating in internal reviews and recommendations. Support new hire training initiatives by assisting with shadowing, nesting, and feedback when selected by leadership. Flex across program duties as needed, offering ad‑hoc support for projects, product launches, pilots, and additional queues, which may include chat, phone, virtual, or account management tasks. Requirements Excellent English communication skills (written and spoken), with the ability to clearly explain workflows, policies, and procedures. Strong customer support experience with the ability to prioritize customer‑impacting issues and elevate when needed. Proven problem‑solving abilities, strong people skills, and the capacity to remain composed under pressure. Ability to manage multiple tasks, meet deadlines, and maintain consistent schedule adherence in a fast‑paced environment. Solid understanding of performance metrics and KPIs, ensuring targets met without compromising customer experience. Skilled at researching, documenting, and presenting information to improve workflows, resources, and overall customer satisfaction. Demonstrated ability to work independently with minimal supervision while remaining coachable, adaptable, and highly motivated. Experience guiding customers through software troubleshooting and platform navigation, ideally in SaaS or fintech environments. Strong collaboration and communication skills, with the ability to partner effectively with cross‑functional teams and stakeholders. Reliable work ethic with the ability to work remotely in a secure, compliant workspace when required. Benefits Competitive Base Salary 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. Values 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 impact lasts. Be Humble - Humility opens the door to better ideas. Hear others, lift others, keep learning. Equal Employment Opportunity Statement Crescendo is proud to be an equal‑opportunity workplace. We value diversity, inclusion, equity, and belonging … 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 … 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 ******. #J-18808-Ljbffr