Job Description

Role Details

Type of Support: Email, Chat, and Phone Support
Contract Duration: Permanent
Work Schedule: To be decided
Work Type and Location: Work from home, San Pedro Sula and Tegucigalpa
Expected Start Date: January 29, 2025

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.

The Role

We are looking for a motivated Upselling 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.

This position that requires strong communication skills, sales awareness, and the ability to deliver exceptional service in a fast-paced, customer-facing environment.

What You’ll Do:

• 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.

What We Expect From You:

• 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
• 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

What You’ll Get In Return:

• 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 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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