Email Support - French/English

Role Details
Type of Support: Emails
Contract Duration: Temporary of 3 months
Work Schedule: To be determined
Work Type and Location: Work from home
Expected Start Date: October 2, 2025

About Us

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.

About 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. The reason you join won't be the reason you stay.

What You'll Do:

• Providing an amazing customer experience across all channels, including email and live chat in English and French
• Able to handle different levels of customer inquirie,s ranging from order and product inquiries
• Provide a personable, friendly, and positive customer service experience across all channels
• Work independently and collaboratively to complete tasks on time based on urgency and importance
• Support teammates by completing assigned tasks on time, helping others, and communicating your workload with leads and managers
• Follow communication procedures, guidelines, and policies. Research answers or solutions as needed
• Escalate to your direct report when unsure or unable to make a decision or solve a problem
• Efficiently address & solve user issues primarily via live channels while maintaining and exceeding KPIs aimed at customer satisfaction, productivity, and accuracy
• Handle booking support requests driving retention and ease of use
• Assist customers in the partner's experience across dual-side marketplace
• Establish connections and gain customers' trust

What We Expect From You:

• Excellent English skills both verbal and written
• At least 1 year in a customer-facing support team role, ideally in eCommerce
• Passion for beauty and working knowledge of industry trends
• Contact Center experience is a huge plus
• Referenceable experience providing amazing customer service and writing skills
• Solid technology skills with the aptitude to learn new technologies, such as Gorgias,
• Okendo, Shopify, and other relevant partner solutions.
• Experience with ERP systems, Google Suite, and Slack is a plus
• Skilled at communicating and collaborating with leadership
• A critical thinker who has excellent, elevated, and effective verbal, written, and
• In-person communication skills
• Willingness to tackle any challenge, even if not directly relevant to core competencies.

What You'll Get In Return:

• Full-time with the potential for overtime if requested
• Work type - Remote model
• 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 accommodationsfor 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 [email protected].