This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Are you a Customer Support superstar? As a Subject Matter Expert (SME), you are integral to delivering an exceptional Customer Experience while serving as a point of stability and leadership for the team. You will set integrity examples to show what it takes to be selected and promoted within the campaign. In this role, you will balance high-level production with administrative leadership, providing product support by resolving complex issues and mentoring team members to enhance the team's overall capability. You demonstrate key characteristics such as responsibility, reliability, deep technical expertise, and a positive attitude. Your contribution is limitless and certainly not confined to this job description. - Escalation Management: Own and resolve complex or sensitive escalations independently via phone, email, and chat, coordinating with Eng/Product teams when necessary. - Production Excellence: Deliver exceptional, empathetic support while consistently meeting key performance metrics, including CSAT, AHT, and Quality. - Mentorship & Coaching: Actively lead pairing sessions and provide quality feedback to associates to enhance their output and professional development. - Knowledge & Training: Use findings from escalations to improve existing procedures, collaborate on training materials, and contribute data to the internal knowledge base. - Operational Insights: Analyze trends and recurring customer issues to produce insight reports or presentations aimed at improving operations and internal processes. - Technical Advocacy: Proactively escalate website hiccups or glitches to the e-commerce team, collecting all necessary data to improve the online customer experience. - SLA Monitoring: Responsible for monitoring weekly SLAs and ensuring associates follow them according to partner standards and needs. - Team Support: Respond to Specialist questions throughout Google Chat spaces and ensure the team remains busy and focused on common goals. - Retention & Value: Apply great retention techniques by understanding a customer's specific value to the business. Qualifications - 3+ years of experience in the Customer Service Field (BPO). - Deep technical expertise with hardware/software troubleshooting and hands-on experience with Zendesk, Assembled, and Admin tools. - Advanced (C2) English level, both written and spoken, with the ability to explain complex topics clearly. - A strong team player who takes ownership, works independently, and can navigate high-volume days with resilience. - Great problem-solving aptitude with the ability to implement process improvements and drive innovation. - Ability to multitask and prioritize effectively in a fast-paced environment with minimal supervision. 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 that are applicable per country of residence for all our full-time employees. - (US only) Competitive retirement benefits. - 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.

• Translate business requirements into clear technical specifications, user stories, and acceptance criteria • Develop process maps that document data inputs, outputs, integrations, and key decision points. • Analyze data flows and system integrations across enterprise SaaS solutions. • Facilitate prioritization discussions between stakeholders and engineering teams and manage work intake processes. • Partner with engineering teams in an agile environment to ensure solutions align with business objectives. • Evaluate AI/ML use cases, assess model outputs, and document POC findings and feasibility assessments.

At Horizon Blue, we're focused on making sure BCBAs can show up for the kids and families who need them. Our BCBAs work with 8-10 families, with caseloads built around what each child actually needs rather than billing targets. We collaborate weekly, receive clinical mentorship, and help guide RBT placements. The goal is to create space for BCBAs to thoughtfully support each child's progress and be present when families need them. We're a remote team, which takes intention. But it also means our BCBAs have more time to focus on the clinical work that matters: adjusting programming as a child grows, supporting parents through challenges, and coaching the RBTs working with kids daily. We keep learning what works by listening to our team about what helps them serve families well. BCBA Qualifications & Requirements: - Master’s Degree in Applied Behavior Analysis or related field - Board Certified Behavior Analyst (BCBA) required - NY Licensed Behavior Analyst required - 1+ years of experience in ABA - Medicaid ID from New York State - Preference for Bilingual BCBAs in English & Spanish - Develop and oversee individualized ABA treatment plans. - Supervise RBTs and provide ongoing training and support. - Conduct assessments and adjust treatment goals as needed. - Collaborate with families and multidisciplinary teams to ensure client success. - Maintain compliance with ethical and regulatory standards. BCBA Benefits & Schedule: - Flexible Scheduling and Case Assignment - 100% Remote - Competitive W2 Compensation - $60k base for 15 hours per week in billables, then $80-$90/hour for hours above 15 hours per week in billables. - Offers BOE $60,000 - $100,000 a year

• Manage customer support tickets for tier 1 and tier 2 technical issues, ensuring timely resolution and customer satisfaction. • Serve as the first point of contact for customer sites, providing prompt response and resolution. • Leverage internal monitoring tools to efficiently diagnose and resolve hardware, software, and network-related issues for customers. • Collaborate with engineering and cross-functional teams to troubleshoot and resolve complex technical issues. • Monitor, prioritize, and manage tickets to maintain compliance with defined service level agreements (SLAs). • Create and update knowledge base articles to improve support workflows and maintain accurate, up-to-date documentation. • Maintain clear, professional, and timely communication with customers throughout the support process.