Customer Success Specialist III; Account Management

Overview

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: 9:00 AM - 6:00 PM EST | Tuesday - Saturday

Work Type and

Location:

Remote, US only

Expected

Start Date:

March 5, 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 sleeps. 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.

Welcome to Crescendo. Welcome to What’s Next.

The Role 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 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.

This candidate will interface and work collaboratively with program leadership and partner product support and success teams 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 internal departments to fulfill all customer requests
• Resolve complaints and track all processes pertaining to the client’s desires
• Act as the client’s representative to ensure 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 with accurate, satisfactory answers
• Follow policies, procedures, and escalation/transfer workflow for an effortless experience
• 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 and available resources
• Maintain essential program knowledge critical for our partner and their clients
• Occasionally work additional hours outside of the normal shift to accommodate program-related matters
• Perform project duties within your skill and expertise as assigned by program management
• Flex between program duties and ad hoc support for program-specific projects
• Intercept incoming and existing chat volume with accurate, satisfactory answers
• Meet minimum program performance by achieving KPI targets
• Adhere to schedule compliance; may be asked to work additional hours or realign shifts to meet program needs, including holidays
• Assist customers with booking travel using the partner’s travel platform; may require phone support
• Negotiate contract renewal and upsell subscriptions
• Act as liaison between the customer and internal, cross-functional departments
• Attend meetings with the customer in a timely, prepared, professional manner

• Passionately care about SaaS product support and its role in a customer-centric team
• Ability to prioritize customer-impacting issues and escalate as needed
• Skilled at explaining EFT rules/procedures and providing guidelines for electronic debit cards
• Confident and collaborative communicator with contact center and telephony support experience
• Strong reliability in people skills and problem-solving
• Ability to maintain composure and focus under pressure
• Understanding of service level expectations without compromising customer experience
• Excellent multi-tasking and time management; punctuality and schedule adherence
• Desire to provide support to software users in the financial space
• If telecommuting, a designated private, PCI-compliant workspace with high-speed internet
• Bonus: 2+ years…