AI Support Specialist

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.   The Role Crescendo is hiring an AI Support Specialist to react to and manage both external and internal customer requests specific, but not limited, to enhancing the CX Assistant(s) intended functionality.

You will ensure our customers, who we refer to as Partners, have accurate and timely answers to their questions about our Augmented AI solution.

In this role, you will collaborate with Product, Engineering, CX Design, Operations and other internal stakeholders to ensure our Partners are receiving the support and guidance required to drive the utmost value out of Augmented AI.   What You’ll Do :

• Optimize the CX Assistant's Behavior Address inquiries from customers regarding the behavior settings of the CX Assistant.
• Advise customers on potential configuration updates, including refining workflows, adjusting the CX Assistant’s personality to align with brand guidelines or improving response accuracy.
• Implement Knowledge Base Enhancements In collaboration with our QA team, validate and implement the areas of enhancement opportunity found in the customer's knowledge base Collaborate with Product & Engineering Teams Escalate validated issues to the Engineering and / or Product teams as needed by providing clear documentation, sufficient context, root causes,and recommendations for resolution.
• Communicate Clearly and Consistently with Customers Ensure all support cases and associated outcomes are properly documented and communicated to relevant teams and stakeholders.
• Maintain open communication with stakeholders, keeping them informed of the status and resolution.
• Function as a Product Expert Maintain an up-to-date understanding of the AI platform’s features, functionality and roadmap.
• Participate in the creation of an internal CX Assistant designed to help your colleagues in Support operate efficiently.
• Use and update the internal CX Assistant by maintaining a repository of FAQs, advanced use cases and solutions for future reference.

Capture Feature Requests Review and document feature requests from customers   What We Expect From You :

Strong analytical and problem-solving abilities.   What You’ll Get In Return :

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.

Care for others :

Embrace growth :

Manifest trust :

Take ownership :

Be humble :

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.