• Apply data science and AI to uncover systemic drivers of executive escalations • Design and deploy models that structure unstructured case data • Automate postmortem analyses and surface root causes • Translate complex datasets into executive-ready insights • Partner cross-functionally with Product, Engineering, and Operations

• Resolve email/chat/phone request and enhance User experience • Moderate User-generated content (visual & text) and review violations reports • Act as a bridge between Users and business team

• Communicate professionally with clients to understand their needs and provide timely updates on their mail campaigns. • Craft clear, effective messages to clients and internal stakeholders. • Compile and organize information from internal teams to share with clients. • Develop and refine client-facing materials, including guides, templates, and reports. • Conduct onboarding sessions with new clients to gather job requirements and ensure a smooth start to their mail campaigns. • Assist with internal operational tasks and support the mail team in daily activities. • Collaborate closely with the Mail Program Director to ensure all client communications and materials meet Civitech’s standards of excellence. • Perform additional administrative and operational duties as needed to support the broader team.

Role Details Type of Support: Answering inbound calls Contract Duration: Full-time Training Schedule: Monday - Friday 9 am - 6 pm EST Monday - Friday Work Schedule: Open to shifting schedules (subject to business requirements) Work Type and Location: Remote, US Expected Start Date: March 26, 2026 About Us 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. The Role As an Inbound Call Agent or Customer Support Specialist at Crescendo, you'll be on the front lines of helping our clients' customers. You'll help navigate them through account creation, and website navigation, as you assist with scheduling their first appointment with their provider. You’ll answer their questions, solve their problems, and make sure they have a great experience. You’ll be a key part of our team, providing excellent service and representing our clients positively. What You’ll Do: - Answer inbound calls from customers and provide helpful support. - Listen to customers' needs and find solutions to their issues. - Provide accurate information about products or services. - Document customer interactions and issues in our systems. - Follow established processes and guidelines to ensure quality service. - Work as part of a team to achieve customer satisfaction goals. - Participate in training sessions to improve your skills and knowledge. - Stay up-to-date on product and service information. - Escalate complex issues to senior team members when needed. - Help create a positive experience for every customer. What We Expect From You: - Have a strong desire to help customers and solve problems. - Be reliable and ready to support customers during your scheduled hours. - Be a team player and work well with others. - Be able to learn and adapt to new information and processes quickly. - Have good communication skills, both written and verbal. - Be comfortable using computer systems and software. - Be flexible and willing to help out where needed. What You’ll Get In Return: - Flexible working arrangements - Competitive Base Salary. - Generous paid vacation. - Attractive benefits package (medical, dental, vision, etc., based on your location). - Competitive retirement benefits (US only). - Access to free posture-based fitness workouts from home, paid Sabbatical Leave. - Training opportunities provided by Crescendo and outside entities. - 1-on-1 coaching, mentorship, and opportunities for development. Company Culture Is At Our Core Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other. - Care for others: Empathy is a key driver. When people thrive, so does the mission. - Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward. - Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next. - Take ownership: Bold choices with integrity at the core—that’s how impact lasts. - Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning. Crescendo 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@crescendo.ai. PRIVACY NOTICE Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.