Omnichannel Customer Support Specialist II (SD: 4/30/2026)

Role Details

Work Type and Location: Remote, US only
Type of Support: Chat and Email
Contract Duration: Full-Time, Permanent
Training Schedule: 9:00 AM - 6:00 PM EST | Monday to Friday 
Work Schedule: Open to shifting schedules (subject to business requirements).
Expected Start Date: April 30, 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.

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.
 

The Role

We are looking for a 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:

• Provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and phones
• Troubleshoot and address platform issues that patients and providers are experiencing
• Facilitate communication between clients and providers to arrange care, escalating sensitive issues when needed 
• Collaborate with insurance agents and navigate carrier platforms to verify plan benefits and status
• Investigate, interpret and explain benefit details and out of pocket costs according to the client's plan
• Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterations in service of the partner’s mission
• Navigate high-acuity interactions with empathy and/or positivity
• Operate with professionalism, navigating client and provider requests in accordance with the Compliance and Professionalism guidelines issued by Crescendo and the partner organization
• Perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management

What We Expect From You:

• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment - must be adaptable.
• Proven ability to handle a high volume of customer interactions while providing high quality, empathetic support.
• Strong ability to independently own resolution of conflict, while maintaining empathy in challenging situations.
• Understanding of active listening techniques.
• Familiarity with technology and capable of adhering to standard troubleshooting procedures
• Experience providing clear, concise, and professional written and verbal communication

What You’ll Get In Return:

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits (US only)
• 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 p