Customer Support Specialist II (launch)

Customer Support Specialist II

The Customer Support Specialist II provides high-quality customer assistance for a UK-based online greeting card and gift platform. This role supports customers through email and live chat, handling more complex inquiries related to orders, digital products, personalization, payments, and delivery concerns.

As part of the Crescendo Program, this role is designed for experienced customer support professionals who demonstrate strong product knowledge, sound judgment, and the ability to resolve issues with minimal supervision while maintaining a warm and brand-appropriate customer experience.

What You'll Do:

• Handle customer inquiries via email and live chat in a timely, professional, and empathetic manner.
• Resolve Level 2 / non-standard inquiries, including complex order issues, personalization errors, late or failed delivery, refunds, and account concerns.
• Investigate customer concerns by reviewing order history, system tools, and internal guidelines to provide accurate resolutions.
• Apply sound judgment to determine appropriate solutions while aligning with company policies and customer satisfaction goals.
• Clearly explain processes such as customization, order placement, payment flow, delivery timelines, and troubleshooting common errors.
• Identify recurring issues or content gaps and flag them to Team Leaders or Knowledge teams for improvement.

What We Expect From You:

• At least 2 years of experience in a BPO or eCommerce customer support environment (omnichannel).
• Strong written English communication skills; able to adapt tone to the brand's voice.
• Proficient in using CRM tools, ticketing systems, and web-based applications.
• Excellent problem-solving, multitasking, and time-management skills.
• A collaborative mindset and the ability to thrive in an in-person team setting.

What You'll Get In Return:

• Competitive base salary.
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees.
• 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:

• 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.

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