Crypto/Fintech - Customer Support Specialist II

Role Details

• Type of Support: Omnichannel
• Contract Duration: Permanent
• Training Schedule: To be Determined
• Work Schedule: To be Determined
• Work Type and Location: Hybrid, Metro Manila
• Expected Start Date: September 25, 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 dynamic, well-versed Customer Support Specialist to provide customer support for one of our partners. We are looking for expertise in how to handle and provide friendly and helpful responses to customer support tickets via email and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority. Does this sound like you?

Well, join us and experience the ability to bring your true self to work every day!

What You’Ll Do:

• Serve as the primary point of contact for our business clients, providing timely and personalized support via various channels including email, phone, and messaging platforms like Discord and Slack.
• Collaborate closely with the Sales and Account Management teams to onboard new clients, assist with account setup, and provide training on platform features and functionalities.
• Proactively identify and address client inquiries, concerns, and technical issues to ensure a seamless user experience.
• Utilize CRM tools to track client interactions, maintain accurate records, and monitor client satisfaction levels.
• Advocate for clients internally, communicating their needs and feedback to relevant teams to drive product improvements and enhancements.
• Develop and maintain a deep understanding of our platform's capabilities, as well as industry trends and best practices in cryptocurrency and blockchain technology.

What We Expect From You:

• Extensive experience in B2B customer service or account management, preferably in the cryptocurrency, fintech, or technology industry is a plus.
• Advanced knowledge of cryptocurrency concepts, blockchain technology, and industry trends.
• Proficiency in using CRM platforms such as Discord, Slack, Zendesk, or similar tools.
• At least 2 years BPO experience is required.
• Excellent communication skills, both written and verbal, with the ability to articulate complex technical information clearly and concisely.
• Strong problem-solving skills and the ability to navigate and resolve client issues in a fast-paced environment.
• Self-motivated with a strong sense of accountability and attention to detail.
• Flexibility to adapt to changing priorities and work effectively both independently and as part of a team.

What You’Ll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Competitive compensation based on experience
• Access to free posture-based fitness workouts from home
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development 

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero 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@partnerhero.com.