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 | Friday - Sat OFF
Work Schedule: 10AM to 7PM EST  | Monday - Friday
Work Type and Location: Remote, US only
Expected Start Date: December 4, 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

PartnerHero is looking for compassionate and organized individuals with an interest in customer service/support to join our specialty Customer Support team based in the United States.  In this role, you will either be assisting patients and providers with a variety of Benefits support topics including, but not limited to, billing and payment, explanation of benefits, and insurance verification, or Account Management support topics such as account access, payouts, contract questions, or credentialing inquiries. Support will be provided via email, chat, and phone, delivering helpful solutions to ensure all requesters have a great customer service experience.  

You are a highly ambitious individual who is passionate about interacting with and servicing our customers. You’ll interact through email, phone, and chat to provide an exceptional customer experience for everyone you encounter.

 

What You’ll Do:

• 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, inquiries, 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 achieving and maintaining the minimum program performance by meeting all (5) key performance indicators and metrics within the program; the KPI Attestation Agreement is required before offer
• Adher 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