Customer Support Specialist II

We're looking for talented folks to join our Customer Support in French and English teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many partners across a variety of industries, including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a Crescendo employee, you’ll have the support you need to develop and grow your career.

What You’ll Do:

• Deliver a thoughtful, friendly customer experience via email and live chat in English and French
• Handle a range of customer inquiries, including orders, product usage, account questions, and basic technical troubleshooting
• Meet customer service KPIs such as response time and resolution quality, as defined by the Customer Happiness Manager
• Consistently achieve individual and team performance goals
• Develop a strong understanding of products, policies, and procedures
• Collaborate cross-functionally to resolve more complex or nuanced customer issues
• Share recurring customer feedback and insights with relevant teams to help improve products and processes
• Identify and escalate common trends from customer interactions to support timely improvements
• Proactively suggest changes or updates that enhance the customer experience
• Confidently navigate multiple systems and tools while assisting customers
• Support additional tasks or projects as needed, in coordination with the Customer Happiness Manager
  
  

What We Expect From You:

• 1+ years of experience in a customer service role
• Excellent English and French skills; written and verbal skills are a must
• Experience with Zendesk (or related) is a plus
• Organized and capable of managing time with colleagues in different time zones
• Experience working within the consumer goods, toys, or electronics industries is a plus
• An extremely friendly person who loves interacting with people, who is always calm, cool, and collected
• Critical thinker who will use all resources to arrive at the best solution for the customer and brand
• Proactive and collaborative
• An active listener who is a determined problem solver
• Ability to learn and adapt quickly to new systems and software