Job Description

Role Details
Location: South Africa
Work Arrangement: Remote
Type of Support: AI Support (Triage, Investigate, and Resolve Escalations), Optimize Customer Facing AI Systems
Contract Duration: Full-Time, Permanent
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: Immediately
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 Platform Support Specialist to own the reliability and continuous optimisation of our customer facing AI systems that support Crescendo's partners.
This role sits at the center of Crescendo's AI operations. You will act as the control layer between production AI systems, partner environments, and internal teams, managing escalations, diagnosing platform and integration issues, and implementing optimisation opportunities identified by Crescendo's AI Quality, Operations, and Partner teams.
Over time, this role will evolve into owning a portfolio of partner AI assistants, with accountability for ongoing performance, reliability, and continuous improvement across assigned partner environments.
You will work across live production environments to ensure Crescendo's AI platform is stable, accurate, and continuously improving at scale.
This is not a traditional support role. You will be responsible for diagnosing systemic AI and platform issues, coordinating resolution with Product and Engineering teams, and introducing safeguards that protect partner customer experience as the platform evolves.
In this role, you will collaborate closely with Product, Engineering, Operations, and Partner teams to ensure Crescendo's AI systems remain accurate, stable, and trustworthy at scale.
What You'll Do: Own AI Reliability, Optimisation and 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 escalations
• 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
• Implement optimisation opportunities identified by Crescendo's AI Quality, Operations, and Partner teams
• Review, validate, and implement optimisation initiatives related to AI behavior, routing, workflows, and integrations
• Introduce safeguards and validation steps to prevent recurring failures and improve long term reliability
• Periodically perform AI health checks across partner environments to ensure systems are aligned to evolving AI capabilities and best practices
• Identify patterns in AI failure modes and drive long term reliability improvements

Act as the Escalation Interface Layer

• Translate CX impacting AI issues into clear engineering and product work
• Provide detailed documentation, root cause summaries, and remediation recommendations
• Partner with Product and Engineering to resolve systemic platform issues

Steward Partner AI Performance

• Manage a portfolio of partner AI assistants over time, maintaining accountability for performance, stability, and continuous improvement
• Identify optimisation opportunities specific to partner environments 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 roadmap direction
• Influence safeguards, validation frameworks, and escalation models as the platform scales

What We Expect From You:

• Three or more years of experience supporting production SaaS platforms or technical systems
• Experience diagnosing, configuring, and administering support platforms such as Zendesk, Gorgias, Jira, or Salesforce Service Cloud, including workflows, routing logic, and integrations
• Demonstrated ability to partner closely with Product and Engineering teams
• Strong analytical and problem solving abilities
• High ownership mentality and comfort operating in ambiguity
• Zendesk Admin certification or equivalent platform administration experience is desirable

What You Will Get In Return:

• Remote working arrangements
• Competitive base salary
• Generous paid time off
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse 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."

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
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