Account Support Specialist

Role Details

Type Of Support
Email, Chat, Voice conference

Contract Duration
Contractor

Training Schedule
Monday-Friday, 8:00 am - 5:00 pm, Weekends off

Work Schedule
Tuesday-Saturday, 8:00 am - 5:00 pm, Sunday - Monday off

Work Type and Location:

Remote - Brazil

Expected 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.

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.

The Role

We are looking for a

Customer Chat & Account Support Specialist

to assist one of our largest partners by providing high-quality customer service within their fintech application and platform.

You'll respond to incoming customer inquiries, manage account-related requests, and help ensure a smooth user experience.

Additionally, you'll support enhanced chat conversations, maintain accurate account updates, and collaborate closely with our program leadership and partner success teams to deliver outstanding service.

We require exceptional customer service skills, strong adaptability to fast-paced inquiries, and the ability to represent our commitment to supporting our partner's automated expense management and receipt-tracking platform.

What You'll Do

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 meetings, or account management tasks.

What We Expect From You

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 are 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.

What You'll Get In Return

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.

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.

Equal Employment Opportunity Statement

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 ******.