Role DetailsType of Support: Email and Chat SupportContract Duration: Temporary, 6 months contractWork Schedule: Open to shifting schedules (subject to business requirements)Work Type and Location: Remote, South AfricaExpected Start Date: June 18, 2026Crescendo 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 RoleWe are looking for a motivatedFrench–English Bilingual Customer Support Specialist to support a global children’s entertainment company that delivers immersive, screen-free audio experiences through storytelling, music, learning content, and interactive play designed for children ages 1–9+.In this role, you will deliver high-quality customer support while assisting families with product usage, orders, account inquiries, and basic technical troubleshooting. You will engage customers across email and chat in both German and English, ensuring a smooth, supportive, and positive experience from onboarding to everyday use.This position requires strong communication skills, customer empathy, and the ability to thrive in a fast-paced, family-focused environment where delivering exceptional service and enhancing children’s learning and play experiences are at the heart of every interaction.What You’ll DoProvide outstanding customer experience across email and live chat in both English and FrenchHandle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshootingMeet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.)Consistently achieve individual and team performance goalsDemonstrate strong understanding of policies, processes, and product guidelinesWork cross-functionally to resolve complex customer issues efficientlyCollect and share customer insights to improve product experience and service qualityIdentify recurring issues and escalate trends for timely resolutionProactively collaborate with internal teams to improve workflows and customer experienceConfidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases)Support additional tasks as assigned by the Customer Happiness ManagerWhat We Expect From You1+ years of experience in a customer service or support roleExperience in consumer goods, toys, electronics, or subscription-based products is a plusFluent French and English communication skills (written and verbal)Experience with Zendesk or similar customer support tools is an advantageStrong organizational skills and ability to work across global/time-zone distributed teamsFriendly, calm, and customer-focused personalityStrong problem-solving and critical thinking abilitiesProactive, collaborative, and solution-oriented mindsetActive listener with strong attention to detailQuick learner with the ability to adapt to new systems and processesWhat You’ll Get In ReturnHybrid working arrangementsCompetitive base salaryGenerous paid time offComprehensive benefits package including medical, dental, and vision optionsAccess to free posture-based fitness workouts from homeTraining and professional development opportunitiesBe part of a people-first, values-driven organizationWork with innovative global partners and diverse teamsCompany Culture Is At Our CoreCore 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 missionEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forwardManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s nextTake ownership: Bold choices with integrity at the core—that’s how impact lastsBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learningCrescendo 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 [email protected] NOTICECrescendo 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.Powered by JazzHR6SDJ87xiMU