Customer Support Team Lead

Role Details
Location:
RO - Bucharest

Work Arrangement:
Remote

Type of Support:
Phone, Email and Chat

Contract Duration:
Temporary, 3 months

Training Schedule:
Monday - Friday | 7:00 AM - 4:00 PM CST

Work Schedule:
Monday - Friday | 8:30 AM - 5:30 PM CST

Expected Start Date:
January 8, 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 sleeps.

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 a Team Lead, you will oversee a group of Customer Support Specialists dedicated to providing exceptional service for a leading medical device and healthcare technology partner. You'll ensure operational excellence, maintain compliance with industry standards, and uphold Crescendo's high standards for customer experience and service quality.

This role requires a strong background in managing technical or healthcare-related support operations, along with the ability to guide, motivate, and develop a team in a fast-paced, accuracy-driven environment.

What You'll Do:

• Lead and coach a team of Customer Support Specialists to meet performance, quality, and compliance goals.
• Provide consistent feedback and mentoring to drive individual and team development.
• Manage attendance, schedule adherence, and real-time team performance.
• Oversee escalated cases, ensuring prompt and professional resolution while maintaining confidentiality and accuracy.
• Collaborate with internal teams (Operations, Quality, Training, and Partner stakeholders) to implement process improvements and ensure seamless coordination.
• Ensure compliance with partner policies and data privacy standards, especially when handling sensitive healthcare information.
• Contribute to process documentation, reporting, and performance reviews.
• Promote a positive and collaborative team culture aligned with Crescendo's values of empathy, growth, and integrity.

What We Expect From You:

• 2–4 years of BPO experience, with at least 2 year in a leadership, supervisory, or SME capacity.
• Experience supporting healthcare, medical device, or technical accounts is a strong advantage.
• Excellent communication, analytical, and coaching skills.
• Strong understanding of quality assurance, performance management, and escalation handling.
• Proficiency in reporting and CRM tools.
• Ability to thrive in a fast-paced, detail-oriented, and compliance-driven environment.
• Willingness to work onsite in Taguig and collaborate with cross-functional teams.

Here's What's On the Table:

• Take on challenges that actually move the needle in an industry ready for change.
• Earn competitive pay while building a career with endless opportunities.
• Enjoy remote work with the focus and flexibility to do your best work.
• Grow in an environment that rewards ambition and sharp execution.
• Thrive in a team environment where collaboration is the foundation of your success.
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

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

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.