Customer Success Specialist III; Account Management

Customer Success Specialist III (Account Management)

Role Details

Type of Support:
Omnichannel (Email, chat, phone, social media, video conference)

Contract Duration:
Full-Time, Permanent

Training

Schedule:

7:00 AM - 4:00 PM CST

Work Schedule:

9 am - 6 pm EST | Tuesday - Saturday

Work Type and

Location:

Remote, US only

Expected

Start Date:

March 5, 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.

Welcome to Crescendo. Welcome to what’s next.

We are looking for a talented specialist who will be an important support team member, supporting one of our largest partners and their fintech applications and platforms. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer and user inquiries, and embody our commitment to delivering best‑in‑class account management. The ideal candidate must earn the trust of our partner who offers an expense management system for personal and business use partners.

This candidate will be expected to interface and work collaboratively with our program leadership and partner product support and success teams in order to offer the best service possible to our partner and their customers.

• Communicate with clients to ensure that all of their needs are understood and addressed
• Build strong client relationships to maintain old business and acquire new customers
• Collaborate with various internal departments to ensure that they fulfill all customer requests
• Resolve complaints and keep track of all processes that pertain to the client’s desires
• Act as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience
• Collect and analyze data concerning consumer behavior to understand changing needs
• Respond to account owner inquiries and provide accurate, satisfactory answers to their inquiries and concerns
• Appropriately follow policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Attempt to de‑escalate situations involving dissatisfied account owners, offering assistance and support
• Document and report on client feedback and insights to improve our partner’s product and customer experience
• Guide account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintain essential program knowledge that is critical for our partner and their clients
• Occasionally, work additional hours outside of your normal scheduled shift to accommodate program‑related meetings, requests, training, or other related matters
• Perform project duties and tasks that are within your skill and expertise level as assigned by program management
• Flex between program duties and providing ad hoc support for program‑specific projects, products, and queues
• Intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Consistently achieve and maintain the minimum program performance by meeting all (5) key performance indicators and metrics within the program; the KPI Attestation Agreement is required before offer
• Adhere to assigned schedule compliance (including peak/seasonal staffing requirements) and, on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program‑related needs. This may include working on federally recognized holidays or providing coverage for teams in other geographies
• Assist customers with booking travel arrangements using our partner’s travel platform and instance. The function may require phone support and placing…