Team Lead, IT​/Tech

Role Details

Position type:
Permanent

Work Schedule:

Open to shifting schedules (subject to business requirements)

Work type and

Location:

Hybrid, San Pedro Sula or Tegucigalpa

Expected start date:
February 26, 2026

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 Team Lead will oversee and coordinate both the Customer Success Associate, Migration Focus, and Data Specialist, Customer Migration roles. This position owns the end-to-end success of the customer migration program, ensuring strategic customer planning, high-quality data execution, and on‑time delivery. The role requires strong leadership, operational rigor, and the ability to balance customer experience with technical execution.

The Team Lead reports to the Operations Manager/Team Manager and plays a critical role in supporting and coaching the team to exceed partner expectations through timely, accurate, and professional service.

• Supervise and support CSMs and Data Specialists managing customer migrations, ensuring workload distribution aligns with customer timelines and operational tasks are completed effectively
• Develop a high‑performing team through regular 1:1 coaching, professional development, and compliance with company policies, including handling attendance and disciplinary actions
• Own the migration strategy, timelines, success metrics, and consistent execution across all customers while proactively identifying risks and implementing mitigation plans
• Act as the escalation point for high‑risk or complex migrations, ensuring clear communication, accurate timelines, and expectations for customers
• Collaborate with Product, Engineering, and Operations teams to resolve blockers, report issues, and drive initiatives to improve migration success and operational efficiency
• Define, refine, and improve migration workflows, documentation, QA standards, and reporting in Salesforce and project management tools while monitoring KPIs, data quality, and customer readiness
• Conduct regular QA evaluations, identify team improvement opportunities, and implement corrective actions to maintain program quality
• Maintain a strong understanding of the product, platform, and SLAs while contributing to training materials, supporting onboarding, and promoting continuous learning for the team
• Adapt to changes in the migration program and role, ensuring operational effectiveness and team readiness

• 3+ years of experience in Customer Success, Operations, Project Management, or similar roles in a SaaS environment
• 2+ years of advanced customer support or leadership experience
• Prior experience leading or mentoring teams
• Strong understanding of customer lifecycle and operational workflows
• Excellent written and verbal communication skills
• Experience using Salesforce and project management tools (Asana, Jira, etc.)
• Advanced proficiency with G‑Suite/MS Office (Excel/Sheets strongly preferred)
• Tech‑savvy and comfortable in a fast‑paced, dynamic environment

• Full‑time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in‑house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture‑based fitness workouts from home
• Be part of a people‑first, values‑driven organization
• Work with innovative global partners and diverse teams
• Training opportunities provided by Crescendo and outside entities
• 1‑on‑1 coaching with feedback sessions, mentorship, and opportunities for cross‑functional development

Core values give our work intention and our culture its edge. They’re the…