Technical Support Associate; SME

Location: US
Work Arrangement: Remote
Type of Support: Phone, Email and Chat
Contract Duration: Full-Time
Training

Schedule:

Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected

Start Date:

Immediately

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.

As a Subject Matter Expert (SME), you play a critical role in delivering an exceptional customer experience while serving as a reliable resource and point of stability for the team. This role requires leading by example, demonstrating the standards of performance, professionalism, and accountability expected within the campaign. In this position, you will balance meaningful time in production with SME responsibilities, supporting the team by resolving complex customer issues, providing technical guidance, and assisting associates in developing their troubleshooting and communication skills.

Through your expertise and collaboration, you help strengthen team capabilities and contribute to overall operational success.

Successful SMEs demonstrate strong ownership, reliability, technical expertise, and a positive, solution-oriented mindset. While this description outlines the primary responsibilities of the role, the SME is also expected to contribute proactively to team success and continuous improvement initiatives.

• Escalation Management: Own and resolve complex or sensitive escalations independently via phone, email, and chat, coordinating with your team lead when necessary.
• Production Excellence: Deliver exceptional, empathetic support while consistently meeting key performance metrics, including, Solved per hour, CSAT, AHT, and Quality.
• Mentorship &
  
  Coaching:
  
  Support associate development through pairing sessions, guidance on complex cases, and constructive quality feedback that improves troubleshooting, communication, and customer experience.
• Knowledge & Training: Identify opportunities to improve workflows, SOPs, and training materials based on escalation trends, DSAT analysis, and operational gaps. Contribute insights and documentation 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: Identify, document, and elevate platform bugs, website issues, Crescendo AI technology, or system anomalies to the appropriate technical teams. Ensure detailed context and supporting evidence are provided to accelerate resolution and improve the member experience.
• Team Support: Act as a reliable resource for specialists by responding to questions in Slack or team channels, helping troubleshoot complex cases, and maintaining operational momentum across the team.
• Production Contribution: Maintain consistent time in production queues while balancing SME responsibilities, ensuring continued support coverage for members. Handle complex or high-priority cases that require advanced troubleshooting, while contributing to overall team productivity and service level goals.

• Experience: 3+ years of experience in the Customer Service Field (BPO).
• Program Tenure: Minimum of 3 months tenure supporting the Headspace program, demonstrating strong performance, product knowledge, and familiarity with program workflows.
• Technical Savvy: Technical expertise with hardware/software troubleshooting and hands‑on experience with Zendesk.
• Communication: Exceptional written and verbal communication skills, with the ability to clearly explain complex technical concepts to customers and internal stakeholders.
• Owners…