Pet Food - Customer Support Specialist

Customer Support Representative

Type of Support: Chat and email (with possibility of phone support in the future)

Contract Duration: Full-time

Training Schedule: 2 weeks duration. Tuesday to Saturday: 9:00 am - 6:00 pm

Work Schedule: To be determined. The hours will range between 8:00 am - 6:00 pm, with coverage on the weekends

Work Type and Location: Hybrid; San Pedro Sula or Tegucigalpa

Expected Start Date: August 28th, 2025

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 Role

Do you like helping others? We are looking for talented folks to join our Customer Support 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 part of the team, you'll have the support you need to develop and grow your career.

What You'll Do:

• Act as the primary point of contact for all prospective and existing customers, serving as the voice of the brand.
• Respond to questions via email, SMS, and live chat about our products.
• Support pet owners as they transition to our food, gather customer feedback through phone calls, and help build a strong, engaged community of pet lovers.
• Proactively identify customer needs and recommend new or alternative products to enhance their experience.
• Collaborate with our tech team to identify user experience issues and effectively communicate solutions to customers.
• Think creatively to continuously optimize the customer experience.
• Manage multiple communication platforms simultaneously, including email, SMS, phone, and live chat.
• Deliver excellent, friendly, and positive customer service through all channels.
• Assist customers with problem-solving using strong troubleshooting, reading comprehension, and critical thinking skills.
• Analyze recurring customer issues and generate insight reports to help our partners improve their businesses.
• Be tech-savvy with web platforms, computers, and smartphones.
• Work both independently and as part of a collaborative team.

What We Expect From You:

• Impeccable verbal and written communication skills.
• A passion for creating exceptional customer experiences and the ability to turn challenging situations into opportunities to exceed customer expectations.
• Ability to thrive in a dynamic, fast-changing environment—adaptability is a must.
• Metrics-driven mindset with proven experience handling a high volume of customer interactions.
• Strong conflict resolution skills and the ability to remain calm and even-tempered in difficult situations.
• Sincere, empathetic, energetic, and flexible.
• A team player who actively looks for ways to contribute and help others.
• Enthusiasm for a fun role involving engaging ("chatting cat") with a rapidly growing customer base.
• Previous experience in customer support, preferably at a start-up.
• Experience working with platforms such as Zendesk, Kustomer, Shopify, Recharge, or Stripe.
• Huge plus: a great sense of humor and a stash of cat memes to share!

What You'll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• 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.