Job Description

Role Details

Location: San Pedro Sula, Honduras
Work Arrangement: Onsite
Contract Duration: Temporary - 90 days
Training Schedule: To be determined
Work Schedule: To be determined
Expected Start Date: May 28th, 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 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.

Welcome to Crescendo. Welcome to what’s next.

The Role

At Crescendo, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team.

You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description.

The reason you join won’t be the reason you stay.

What You’ll Do:

• Manage, coach, and develop a high-performing team of CS Reps
• Responsible for overall team performance against KPIs
• Serving as a thought partner for leaders across the organization, ensuring that they’re equipped with the tools necessary to manage their teams
• Executing key initiatives in CS that affect the team and scale efforts
• Supporting the Program Manager in developing a team strategy to support the team and company goals
• Completing QA evaluations to maintain and improve the program’s quality
• Performing feedback and coaching
• Daily for low performing associates and new hires
• Understanding the product, platform, and metrics (including SLAs)
• Assisting associates with ticket escalations
• Coaching team on how to make decisions on their own
• Escalating to PM or client team as needed
• Asks for Partner input judiciously
• Contributing to training material creation
• Leading ad-hoc training refreshers
• Weekly team stats review + updates meetings
• Providing routine updates (EOD, EOW, EOM / custom) to Program Manager(s) or Crescendo Leadership for all programs
• Meeting with partner contacts to discuss team progress and performance, including:
  • Team performance (KPI, CSAT, SLA);
  • Individual performance (Progress towards goals/targets)
  • Additional performance metrics as determined by the partner or program guidelines
• Working with Crescendo and stakeholders to strategize for team capacity needs
• Conducting routine 1:1s with all direct reports, covering: Performance (within expectations of individual programs), Personal development, Career progress, and goals
• Ensuring all program schedules are adequately staffed, with backup strategies in place for all contingencies
• Working with recruiters to screen and interview candidates for associate positions across programs

What We Expect From You:

• 1+ years of experience in leadership roles
• Advanced English level - spoken and written
• Dependable, motivated, self-starter, with the ability to work independently
• High adaptability, savvy, and open to learning new skills
• Strong communication skills to assertively manage conversations with various stakeholders
• Ability to multitask and prioritize based on program/company needs
• Previous experience or knowledge in data analysis is highly preferred
• Able to offer insights and reporting as needed
• Comfortable with a high-velocity environment with shifting priorities
• Organized team player with great interpersonal skills, excellent customer service skills, and the ability to work with a diverse group

What You’ll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities

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 careers@crescendo.ai

PRIVACY NOTICE

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