Crescendo

Role Description By leaning into our core values, we’re aiming to drive a positive and long-lasting patient enrollment experience. We’re currently looking for a motivated Patient Enrollment Specialist with a passion for talking to people, developing strong relationships, and the ability to provide personalized support through enrollment and program implementation. The best fits for our team are people who are excited about working in a dynamic environment where they have the ability to change people’s lives for the better and have the self-motivated drive to be a strong part of the team. Additionally, those who are driven by helping others and making a real difference. This role requires fluency in both English and Spanish. The ideal candidate will be able to communicate clearly and professionally with Spanish-speaking members, both verbally and in writing, to ensure equitable and accessible support throughout the enrollment process. What You’ll Do: - Serve as the first point of contact that will introduce patients to the program and help them enroll via a smartphone app - Conduct outbound calls (to program-eligible patients) and successfully convert those calls into enrollments - Create exceptional patient enrollment experiences and share insights with your peers - Evangelize program benefits and the impact it will have on member health - Deliver value to our partner and strengthen relationships through feedback, communication, and collaboration - Gather patient insights on enrollment experience in order to outline areas of growth and opportunity - Maximize team growth by delivering observations and identifying trends to help the team as it grows Qualifications - This role requires fluency in both English and Spanish. - Highly preferred experience with supporting customers, conducting outbound calls, and/or converting sales leads. - You are a strong communicator who can easily build relationships, problem-solve, and navigate around push-back. - You love being on the phone and chatting with folks and want to flex your extroverted personality. - You love providing assistance and showing people the benefit of a product or service. - You are tech savvy, skilled at multitasking, and able to navigate through different systems simultaneously. - You can utilize your emotional intelligence to drive your conversations and allow you to meet patient needs. - You are goal-oriented with a go-getter attitude and are able to work with limited supervision. - You like to educate and simplify concepts for folks who struggle with complicated things. Benefits - Be part of a people-first, values-driven organization. - Work with innovative global partners and diverse teams. - Remote working arrangements. - Competitive base salary. - Access to free posture-based fitness workouts from home. - Training and professional development opportunities. Company Description 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 sleep. 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. Welcome to Crescendo. Welcome to what’s next.

• Provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and phones • Troubleshoot and address platform issues that patients and providers are experiencing • Facilitate communication between clients and providers to arrange care, escalating sensitive issues when needed • Collaborate with insurance agents and navigate carrier platforms to verify plan benefits and status • Investigate, interpret and explain benefit details and out of pocket costs according to the client's plan • Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterations in service of the partner’s mission • Navigate high-acuity interactions with empathy and/or positivity • Operate with professionalism, navigating client and provider requests in accordance with the Compliance and Professionalism guidelines issued by Crescendo and the partner organization • Perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management

• Serve as the first point of contact that will introduce patients to the program and help them enroll via a smartphone app • Conduct outbound calls (to program-eligible patients) and successfully convert those calls into enrollments • Create exceptional patient enrollment experiences and share insights with your peers • Evangelize program benefits and the impact it will have on member health • Deliver value to our partner and strengthen relationships through feedback, communication, and collaboration • Gather patient insights on enrollment experience in order to outline areas of growth and opportunity • Maximize team growth by delivering observations and identifying trends to help the team as it grows

• Lead, mentor, and coach a team of customer support representatives, providing guidance and support to ensure optimal performance outcomes. • Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge. • Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining the highest levels of customer satisfaction. • Develop and optimize customer service processes and workflows to improve efficiency and productivity. • Analyze metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets. • Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management. • Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights. • Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.

• Working with confidential and private information • Transferring data from various sources/formats into specified spreadsheets with a high degree of accuracy • Leveraging proprietary software to generate final and renewal quote sheets • Generating Sales Proposal documents through Salesforce and HelloSign • Verifying all data required for quoting is received and, as necessary, communicating the need for additional or missing documentation through Salesforce.

• Serve as the first point of contact that will introduce patients to the program and help them enroll via a smartphone app • Conduct outbound calls (to program-eligible patients) and successfully convert those calls into enrollments • Create exceptional patient enrollment experiences and share insights with your peers • Evangelize the program benefits and the impact it will have on member health • Deliver value to our partners and strengthen relationships through feedback, communication, and collaboration • Gather patient insights on enrollment experience in order to outline areas of growth and opportunity • Maximize team growth by delivering observations and identifying trends to help the team as it grows

• Provide expert-level support for enterprise installations, including configuration and troubleshooting of proprietary hardware, peripherals, software, audio/visual systems, interactive displays, and integrated communication solutions • Perform firmware upgrades, advanced diagnostics, and manage support requests from initial contact through resolution, including returns and replacements • Monitor support queues • Deliver multilingual assistance across voice, email, chat, and social channels according to SLAs • Resolve complex issues through remote sessions using tools such as screen sharing and log analysis • Document and escalate cases through internal systems • Collaborate with senior engineering and support teams on high-priority incidents

Role Description As a Technical Support Specialist II, you will provide senior-level technical assistance for our enterprise-grade hardware and software solutions. You will be responsible for managing complex configurations, resolving sophisticated equipment issues, and delivering advanced troubleshooting to our valued clients. - Provide expert-level support for enterprise installations, including configuration and troubleshooting of proprietary hardware, peripherals, software, audio/visual systems, interactive displays, and integrated communication solutions. - Perform firmware upgrades, advanced diagnostics, and manage support requests from initial contact through resolution, including returns and replacements. - Monitor support queues, deliver multilingual assistance across voice, email, chat, and social channels according to SLAs, and resolve complex issues through remote sessions using tools such as screen sharing and log analysis. - Document and escalate cases through internal systems while collaborating with senior engineering and support teams on high-priority incidents. Qualifications - 2+ years of experience in Hardware/Software Technical Support (Service Field/BPO). - Advanced C2 English proficiency (written and spoken) and Dutch language skills. - Strong interpersonal skills and excellent problem-solving capabilities. - Attention to detail and a strong commitment to quality. - Comfortable working with web technologies, computers, and smartphones. Requirements - Ability to independently manage tasks with minimal guidance. - Prioritize effectively and handle multiple technical requests in a fast-paced support environment. - Skilled in managing customer interactions through email, chat, and outbound calls. - Responsible for maintaining accurate case documentation and ensuring support requests are properly tracked. - Escalate technical inquiries through the appropriate channels to ensure timely resolution. Benefits - Be part of a people-first, values-driven organization. - Work with innovative global partners and diverse teams. - (US Only) Remote working arrangements. - Hybrid working arrangements. - Competitive base salary. - Generous paid time off. - Comprehensive benefits package including medical, dental, and vision options applicable per country of residence for all full-time employees. - (US only) Competitive retirement benefits. - Access to free posture-based fitness workouts from home. - Training and professional development opportunities.

• Effectively managing incoming emails, social media inquiries, and some inbound calls • Building sustainable relationships of trust and generating help through open and interactive communication • Providing accurate, valid, and complete information about guided meditation courses, meditation practices, app functionality, and partner policies • Handling both client and/or partner feedback and/or complaints. Provide appropriate solutions and alternatives within Service Level Agreement requirements, and follow-up to ensure resolution • Following communication procedures, guidelines, and policies. Research answers or solutions as needed • Taking the extra mile to engage customers and act as a representative of the partner brand, truly becoming an expert in the partner's product and service • Troubleshooting (walking customers through the app, and escalating anything that may be a bug and not just basic troubleshooting)

Role Description As a Technical Support Specialist (GIS Analyst) , you’ll become an expert in cutting-edge technology...our drone flight and 3D data platform! We are serious about providing a top-notch customer experience through continuous learning, knowledge-sharing, and deep customer empathy. You will collaborate with both your fellow Support folks around the world and cross-functional teams to resolve customer issues and help improve our products! - Use your drone flight and GIS knowledge to help our customers resolve any issues they may have when using our products to fly their drones, capture ground-based imagery with their 360 camera, or process and analyze collected data. - Rapidly and accurately resolve customer tickets via email, chat, and phone-based support in Zendesk. - Look for ways to improve processes and tools to help us scale our global support team. - Continue growing and refining our knowledge base by contributing to both internal and external documentation. - Use your active listening, customer empathy, and de-escalation skills to maintain and grow customer relationships. - Advocate for our customers by collaborating directly with Engineering, Product Management, and our UX team on customer pain points or other product improvements. Qualifications - Fluency in English and Portuguese (written and spoken), with the ability to clearly explain technical concepts in a simple, user-friendly way. - A bachelor’s degree or higher in Geographic Information Systems (GIS), Geomatics, or a related field, with a strong interest in geospatial technologies. - Strong problem-solving and troubleshooting skills, with the ability to recognize patterns that may indicate deeper technical issues. - Excellent time management and prioritization skills, allowing you to manage multiple tasks effectively in a fast-paced environment. - A customer-first mindset with deep empathy and a genuine desire to help others, even in challenging situations. - Clear and effective written and verbal communication skills, including the ability to document processes and share knowledge with internal teams. - Curiosity and a continuous learning mindset, with a strong desire to expand technical knowledge and skill sets. Requirements - Email only support. - Contractor position. - Training Schedule: Monday-Friday, 9:00 am - 6:00 pm, Saturday and Sunday off. - Work Schedule: Monday-Friday, 8:00 am - 5:00 pm, Weekends off. - Remote work location: Brazil. - Expected Start Date: ASAP. Benefits - Remote working arrangement. - Be part of a people-first, values-driven organization. - Work with innovative global partners and diverse teams. - Competitive base salary. - Generous paid time off. - Comprehensive benefits package including medical, dental, and vision options. - Training opportunities provided by Crescendo and outside entities. - 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development.