Customer Success Specialist (Brazil)

Location : Brazil

Work Arrangement : Remote

Type of Support : Chat and Video Calls

Training Schedule : Monday to Friday, 8 : 00 am - 5 : 00 pm; Saturday and Sunday Off BR Time

Work Schedule : To Be Discussed

Expected Start Date : October 30,

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.

The Role

The individual filling this role will be an important support team member, supporting one of our largest partners as a customer chat responder and account manager within their fintech application and platform.

Responsibilities will include responding to customer inquiries, collaborating with program leadership and partner success teams, maintaining program knowledge, and achieving performance metrics.

What You'll Do

Intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers.

Assist your book of business by ensuring ideal account set-up and advocating for product feature releases.

Follow policies, procedures, escalation, and transfer workflows to ensure effortless resolution.

Attempt to resolve situations involving dissatisfied customers, offering assistance and support.

Review, research, document, and recommend resources to improve partner workflows and customer experience.

Guide customers through platform troubleshooting, navigating partner sites, knowledge bases, and ancillary tools.

Maintain essential program knowledge and training requirements related to products and tools.

Review customer and user accounts, providing updates on policies and procedures.

Adhere to schedule compliance, including peak / seasonal staffing and occasional additional hours or shift realignment.

Consistently achieve and maintain minimum program performance by meeting all KPIs and metrics.

Perform program duties and tasks within your skill level as assigned by management (new hire shadowing, peer chat review, resource updates).

Provide timely peer-to-peer feedback and recommendations on new or updated resources.

At supervisor discretion, support new hire training, shadowing, nesting, and review of training material.

Flex between program duties and ad-hoc support for projects, products, pilots, and queues.

What We Expect From You

Excellent English skills, both verbal and written (EFSET C2 level required).

Passion for SaaS product support and a customer-centric mindset.

Ability to prioritize customer-impacting issues and elevate to stakeholders when necessary.

Skill in explaining workflows, policies, and procedures, and guiding customers.

Confident and collaborative communication with contact center experience.

Strong English grammar and sentence structure proficiency.

High people-skills and proficiency in problem-solving.

Maintain composure and focus under pressure.

Understanding of KPIs and metrics without compromising the customer experience.

Excellent multitasking, time-management, and punctuality.

Infectious ambition, positivity, engagement, and desire to support software users in finance.

Coachable, teachable, productive, motivated, and self-directed with little supervision.

Workspace meets work-from-home requirements : private, PCI-compliant, with reliable high-speed internet and power.

What You'll Get In Return

Remote working arrangements.

Comprehensive benefits package including medical, dental, and vision options based on location.

Access to free posture-based fitness workouts from home.

Paid Sabbatical Leave.

Training and professional development opportunities.

Company culture that is at our core.

Core values : Care for others (empathy), embrace growth (curiosity), manifest trust, take ownership, and be humble.

EEO Statement

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

#J-

• Ljbffr