Company: Crescendo.ai
Location: Remote (US)
Job Type: Full-Time, Permanent
Work Setting: Remote
Support Channels: Phone, Email, Chat
Start Date: Immediately
Schedule: Open to shifting schedules (subject to business requirements)
Department: AI Operations / Platform Support
About Crescendo.ai
Crescendo is optimal customer experience (CX) in the era of AI. We unite mastery of world-leading outsourcing with groundbreaking technology to establish a new benchmark in CX and operation results, which scale and actively back the never-sleeping.
Better than that, Crescendo is a people movie. We not only match talent to opportunity, we also make a difference where careers can be nurtured, and ideas can be nurtured and people are enabled to make a difference. Crescendo is our place, and we are the makers of the future of the customer experience.
About the Role
Crescendo is recruiting an AI Platform Support Specialist to ensure the reliability and optimization of our facing AI systems, which serve our partners.
This position is at the heart of AI activities of Crescendo. You will serve as the enforcement barrier between manufacture AI systems, collaborator environment, and inside teams you will oversee the rise and fall, trouble shooting of platforms and integrations, and apply optimization prospects discovered by the AI Quality, Operations, and Partner team of Crescendo.
In the long-run, this position will be changed to owning a portfolio of partner AI assistants, and the ultimate responsibility to remain active via performance, reliability and continuous improvement in the given partner settings.
This is not a conventional support position. Your role will involve identifying systemic AI and platform problems, organizing their solution, and establishing protection measures that will ensure the quality of the partner customer experience as the platform grows.
What You’ll Do
Own AI Reliability, Optimization & Health
- Monitor production AI systems and partner environments to ensure stable, high-quality performance.
- Act as the first response layer for CX-impacting AI incidents and escalations.
- Own triage, investigation, and resolution of AI-related escalations end-to-end.
- Perform root cause analysis across AI configuration, workflows, routing logic, and platform behavior.
- Diagnose platform integration and configuration issues with support CRMs such as Zendesk, Gorgias, and Salesforce Service Cloud.
- Improve AI accuracy and consistency through behavior tuning and configuration updates.
- Review, validate, and implement optimization initiatives related to AI behavior, routing, workflows, and integrations.
- Introduce safeguards and validation steps to prevent recurring failures and drive long-term reliability.
- Periodically perform AI health checks across partner environments to ensure systems align with evolving AI capabilities and best practices.
- Identify patterns in AI failure modes and lead long-term reliability improvements.
Act as the Escalation Interface Layer
- Translate CX-impacting AI issues into clear, actionable engineering and product work items.
- Provide detailed documentation, root cause summaries, and remediation recommendations.
- Partner closely with Product and Engineering teams to resolve systemic platform issues.
Steward Partner AI Performance
- Manage a growing portfolio of partner AI assistants, maintaining accountability for performance, stability, and continuous improvement.
- Identify optimization opportunities specific to each partner environment and drive improvement initiatives.
- Support long-term partner success through proactive AI performance stewardship.
Shape the Evolution of AI Support
- Contribute directly to the evolution of Crescendo’s AI Support platform and operating model.
- Identify recurring issues and improvement opportunities that inform product roadmap direction.
- Influence safeguards, validation frameworks, and escalation models as the platform scales globally.
What We’re Looking For
- 3 or more years of experience supporting production SaaS platforms or technical systems.
- Demonstrated experience diagnosing, configuring, and administering support platforms such as Zendesk, Gorgias, Jira, or Salesforce Service Cloud — including workflows, routing logic, and integrations.
- Proven ability to partner closely and effectively with Product and Engineering teams.
- Strong analytical thinking and problem-solving abilities.
- High ownership mentality with comfort operating in ambiguous, fast-moving environments.
- Zendesk Admin certification or equivalent platform administration experience is a strong plus.
What You’ll Get in Return
- Fully remote working arrangement
- Competitive base salary
- Generous paid time off (PTO)
- Medical, dental, and vision insurance (applicable per country of residence)
- Training and professional development opportunities
- A people-first, values-driven organization
- Opportunity to work with innovative global partners and diverse international teams
- A front-row seat to one of the fastest SaaS growth stories of the decade
- The chance to say: “I was there from the start.”
Our Core Values
At Crescendo, our culture is built around five core values that guide everything we do:
- 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.
- 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.
Equal Opportunity Statement
Crescendo boasts of being an equal opportunity workplace. We respect diversity, inclusion, equity and belonging. We also extend the employment opportunity as equal employment opportunities do not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected attribute. We also accept qualified candidates despite the criminal records as it is required by the law.
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