Customer Success Specialist (romania) - Remote Eligible

Omnichannel Customer Support Specialist

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero's world-class outsourcing and human-centered approach with Crescendo's expertise in customer experience and operational excellence, we are redefining the future of CX. Together, we're introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide. As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive. Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

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. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer and user inquiries, and embody our commitment to deliver the support of our partner's automated expense management and receipt tracking platform. This candidate will be expected to respond to incoming and existing enhanced customer chat inquiries while working collaboratively with our program leadership and partner success teams in order to offer the best service possible to our partner and their customers.

What You'll Do:

• You intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• You assist your book of business, ensuring ideal account set-up and advocate for product features released by the partner
• You appropriately follow policies, procedures, and escalation and transfer workflow to ensure an effortless resolution
• You attempt to resolve situations involving dissatisfied customers, offering assistance and support
• You review, research, document, and recommend resources in relation to chat insights to improve our partner's workflows and customer experience
• You guide customers through platform troubleshooting, navigating the partner's site, community, knowledge base, or ancillary tools and resources
• You maintain essential program knowledge and training requirements that are critical for our partner and their customers related to their products, platform, workflows, tools, and resources
• You review customer and user accounts, providing updates and information regarding policies and procedures
• You adhere to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
• You consistently achieve and maintain the minimum program performance by meeting all key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offer
• You perform program duties and tasks that are within your skill and expertise level as assigned by program management (i.e. new hire shadowing and nesting, peer chat review, recommended resource updates, additional administrative support, etc.)
• You regularly receive internal resource and chat review inquiries in order to provide timely peer-to-peer feedback and recommendations to the partner in the creation of new or updated resources
• At the discretion of your supervisor, may be selected to provide new hire training support in the form of shadowing, peer-to-peer nesting, feedback, and review of new hire material with newer team members
• You may flex between program duties and provide ad hoc support for program-specific projects, products, pilots, and queues; some special projects may include chat, phone, virtual meeting support, or account management functions

What We Expect From You:

• Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
• Skilled at explaining customer workflows, policies, and procedures, and providing guidance for customers and users
• Confident and collaborative communicator with contact center and customer support experience
• High proficiency and competency in English grammar and sentence structure
• Heavy reliability in people skills and proficiency in problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of key performance indicators and metrics expectations without compromising the customer experience; KPI and metric minimum standards required
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience required
• Infectious ambition, positivity, and engagement, and the desire to provide support to software users within the financial space and industry
• Coachable, teachable, productive, motivated, and self-directed with little or no supervision
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace. Reliable high-speed/broadband internet access and power are required

What You'll Get In Return:

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• 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.