Team Lead (Temporary)

Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner.

Role Details

Location: Remote  - US: AZ, DE, FL, GA, ID, KS, MD, MI, NV, NC, SC, WA 
Type of Support: Email and messaging
Contract Duration: Temporary - 60 days
Training Schedule: Open to shifting schedules (subject to business requirements).
Work Schedule: Open to shifting schedules (subject to business requirements).
Expected Start Date: November 12, 2026
Compensation: $19.90 per hour

About Us

Crescendo is the AI-native customer experience platform built to run a company’s entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it.

Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner.
Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact. Join us and help shape what comes next.

The Role

We're seeking a Team Lead to guide our team of support specialists, ensuring consistency in performance while adapting to the continuous changes we face. The ideal candidate will be highly organized, able to analyze data and performance metrics, and focused on driving the development and growth of their team. As a Team Lead, you will be expected to create an environment that prioritizes high-quality support while fostering continuous improvement.
 

What You’ll Do:

• Team Leadership and Development: Lead by example, coaching and mentoring your team to ensure they meet KPIs and grow their skillsets. You will develop your team’s potential by ensuring they have the tools and support needed to handle complex customer issues.
• Adaptability and Problem Solving: thrives on change, and as a Team Lead, you will be able to adapt quickly while ensuring your team stays focused on high performance. You’ll tackle unforeseen challenges head-on and help your team navigate them with ease.
• Quality and Consistency in Support: Ensure that every customer interaction meets the highest standards of quality, even in times of high pressure. You’ll ensure the team stays consistent in delivering exceptional service and in tracking key metrics.
• Critical Thinking and Data Analysis: Regularly analyze performance data to ensure your team is aligned with KPIs and business goals. You’ll make data-driven decisions to improve efficiency and performance and be able to identify areas where the team needs additional training or support.
• Support and Process Improvement: Constantly refine and improve workflows and processes by collaborating with cross-functional teams. You’ll stay current on any operational updates or new tools and ensure your team is equipped to deal with new customer scenarios.
• Coaching and Feedback: Provide ongoing coaching and constructive feedback to ensure that team members are developing and improving continuously. Regularly conduct one-on-one meetings and team check-ins to foster open communication.

 

What We Expect From You:

• Up to 2 years of Team Lead experience, with a proven track record of coaching, mentoring, and developing staff to achieve performance goals.
• Strong interpersonal and communication skills, with the ability to motivate and inspire team members.
• Excellent problem-solving abilities and a customer-focused mindset.
• Strong computer navigational skills.
• Excellent organizational, time management, and follow-up skills.
• Strong work ethic and high level of attention to detail and accuracy.
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills.
• Comfortable making decisions with limited information available.

 

What You’ll Get In Return:

• Remote working arrangements 
• Competitive base salary
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

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Company Culture

Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.

• Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
• Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
• Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
• Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
• Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.

Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. 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 legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.

We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at careers@crescendo.ai.

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