Omnichannel Customer Support Specialist II (SD: Nov 6, 2025)

Role Details

Type of Support: Phone, Email, Live Chats
Contract Duration: Full-Time, Permanent
Training Schedule: 9:00 AM - 6:00 PM EST | Monday to Friday | 7 weeks duration
Work Schedule: To be determined | with Weekends work
Work Type and Location: Remote, US only
Expected Start Date: November 6, 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

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