PartnerHero

Compensation

Full Description

Role Details Type of Support: Omnichannel Contract Duration: Full-time, Permanent Work Schedule: Training - 9:00 am - 6:00 pm ET Monday to Friday | Production - To be determined (with weekend work) Work Type and Location: Remote - US Expected Start Date: October 16, 2025 About Us PartnerHero is now Crescendo — a stronger, bolder force in customer experience. Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard. We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy. At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster. Welcome to Crescendo. Welcome to what’s next. The Role An Escalation Specialist helps to keep training content consistent and up-to-date, PH agents are supported and coached to achieve their full potential and maintains a proactive awareness of gaps in the partner knowledge base. We are looking for a passionate, support-focused Escalation Specialist to assist with our growing Headway team. As an Escalation Specialist at PartnerHero, you will spend approximately 50% of your time in production and approximately 50% of your time supporting fellow associates and leadership. A successful candidate will be able to balance meeting reasonable and achievable production expectations with supporting leadership and the team with their content knowledge. The ideal candidate will be detail-oriented while being able to see the big picture and a strong independent worker. What you’ll do: Meeting reasonable production expectations Maintaining and using expert knowledge of content to support associates with: Ticket support requests via Slack channels 1:1 support for content assistance as requested by leadership Shadowing/Reverse shadowing Collaborating with leadership and working with partner contacts to improve efficiencies Effectively documenting and communicating knowledge gaps among team members Regularly suggesting new help articles, internal documentation, and MACROs that can be used to address common concerns Identifying areas of opportunity to improve the program for agents and the partner Serving as an escalation point for all associates with an ability to problem-solve in real-time to achieve the best outcome for the customer while having good and constant communication with every level of support Tracking common pain points and feature requests expressed by providers and clients What we expect from you: At least 1 year in a customer service/people support role Strong knowledge of Customer Support best practices An understanding of the importance and impact this role has on the support organization Strong oral and written communication Excellent self-management skills including organization, time-management, and prioritization skills The ability to provide and implement real-time actionable feedback where appropriate Aptitude for identifying trends and developing proactive solutions The mean to maintain strict confidentiality and awareness of implicit bias A strong understanding of and adherence to compliance practices What you’ll get in return: 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 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 Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.