About Us

Based in Cambridge, Massachusetts, Peak Support is a rapidly growing services provider dedicated to providing exceptional support to high-growth companies. We offer a wide array of services including customer support, sales operations, and business process outsourcing. Our global delivery model enables us to provide service from the Philippines and the U.S. We hire the best agents in the business and we are relentlessly dedicated to helping our clients succeed.

The secret to our success: our incredible team. Our agents come to us with an average of eight years of experience serving major multinational brands. Learn more about the people and culture that make Peak Support a special place to work.

Our Story

2013

Peak Support’s leadership team – Jonathan, Bianca, Judz, and Haze – met in 2013, working at the highly acclaimed app TalkTo. They recognized that the company’s customer support team was an incredible asset and decided to build the strongest service organization in the world.

2014

They designed an exceptional system for recruiting, training, and mentoring new hires. They developed analytics and quality assurance systems. Most importantly, they established a culture and a set of core values that would foster both client success and team member satisfaction. TalkTo was eventually acquired by Path, which was purchased by Kakao Corp.

2015

Peak Support launched in June, with its first client, and grew to three clients by the end of the year. All three of those clients are still with us today.

2016 to 2019

Peak Support expands to 15 clients, all via referral, with no investment in sales or marketing. We launch new service lines including graphic design, software development, direct mail fulfillment, influencer management, and more.

2020

With our remote model and diversified client base, Peak Support experiences almost no operational disruption due to COVID-19, and is well positioned to bring on new clients in emerging industries. We launch our first U.S. support team.

2021

We serve some of today’s leading growth companies and are well positioned to continue to do so, in 2021 and beyond.

MISSION

Empower our team to innovate and deliver beyond client expectations.

CORE VALUES

Show Up, Dive In, Stay At It

Our clients, our clients’ customers and our team depend on us to be present and ready to work every single day, no excuses.

Aim for “Wow!”

We provide delightful interactions and experiences that put a smile on the faces of our clients and their customers.

Our team also deserves to be wow’d by the support they get.

Invest to Grow

As a company, we invest in developing our people, strong client relationships and a scalable infrastructure.

We invest into ourselves in order to grow professionally and personally.

Do the Right Thing

We act with integrity AND with respect, meaning we always intend to do the right thing and that the thoughts, feelings and backgrounds of others matter just as much as ours.

Be Yourself

The talent and passion of the people at Peak Support is inspiring. We want all of our team members to feel that they genuinely belong, and everyone matters.

Be yourself while embracing others’ differences.

Act, even when scared

To live by these values is scary. It’s scary to be yourself. It’s frightening to do the right thing. Investing into a business or oneself, where the return is unknown, can sicken a stomach. Holding yourself to a standard of Wow every time is high-pressure. And having the discipline to show up and dive in every day is daunting.

Despite these real feelings of fear, we summon the courage to act.

Improve, Continuously

We set a goal; reach the goal; reset a new, higher goal; repeat.

In short, improvement doesn’t come in big leaps but rather consistent improvements of 1%.

Senior Leadership

Jonathan Steiman
Founder and Chief Executive Officer
“Jonathan is the founder and CEO of Peak Support. Prior to Peak Support, Jonathan designed and built the TalkTo service team. TalkTo was funded by Matrix Partners and eventually sold to Path, which was later sold to Kakao Corp. Jonathan earned his MBA from NYU Stern and a BA in Finance from Northeastern University. His Instagram photos only slightly exaggerate the size of the striped bass he catches off the coast of Boston throughout the summer and fall months.”
Jonathan Steiman
Founder and Chief Executive Officer
Hannah Steiman
Chief Operating Officer
“Hannah Steiman is Chief Operating Officer of Peak Support, which provides exceptional customer service outsourcing to high-growth companies. Hannah oversees sales, marketing, HR, and administration for the company. Hannah was the first U.S. hire at Peak Support, which was founded by her husband, Jonathan Steiman, in 2015.”
Hannah Steiman
Chief Operating Officer
Daniel Gutierrez
Chief Financial Officer
“Daniel is Chief Financial Officer of Peak Support. Prior to Peak Support, Daniel served as CFO of B.GOOD, and held multiple leadership roles with Restaurant Brands International. Daniel holds a Master’s of Accounting degree from the University of Florida, and is a licensed CPA in the state of Florida. When he is not crunching numbers , Daniel enjoys hiking, skiing, and spending time outdoors as often as possible.”
Daniel Gutierrez
Chief Financial Officer
Bianca Lazaro
VP of Operations
“Bianca is the Senior Director of Service Delivery Philippines and Shared Services of Peak Support. Prior to Peak Support, Bianca was a team leader at TalkTo and Path, where she was responsible for scheduling, payments, general operations, and data analysis. Prior to joining this team, she was a team leader at VXI. She studied Bachelor of Arts in Mass Communication from New Era University. Despite being a career woman, she does her best to be a doting mother and wife. She is a certified oiler and enjoys seeing her growing collection of special blends.”
Bianca Lazaro
VP of Operations
George Tillotson
Senior Director, Business Development
“George Tillotson is Senior Director of Business Development, a role in which he oversees the sales team, and builds custom solutions for our new clients. George joined Peak Support in 2018 as a Client Services Director, and spent 3 years supporting several of Peak Support’s clients. In his free time, he’s a golf addict and generally intense hobbyist.”
George Tillotson
Senior Director, Business Development
Aimee Fermo
Senior Director, Service Delivery
“Aimee is Service Delivery Director at Peak Support. Aimee has almost 18 years of management and leadership experience in the BPO industry where she managed several accounts within the Travel and Communication sector with multiple lines of business/segments and a staff in excess of 2,400. Her focus on multi-disciplinary team management, project delivery, driving operations excellence and exceeding critical service level goals has contributed to the growth of the accounts she has managed.”
Aimee Fermo
Senior Director, Service Delivery
Hazel Abijay
Senior Director, People PH
“Hazel is a Service Delivery Director at Peak Support. She oversees the operations of multiple projects and ensures that client-specific goals are met. She was one of Peak Supports core members who envisioned the company’s potential as a pioneer in customer service support and business process outsourcing. She graduated with a degree in Management Accounting from Ateneo de Davao University. She enjoys spending time with her two boys gardening, baking, and doing home improvement projects. Her fascination with home-grown vegetables has her dreaming of setting up a hydroponic garden at home!”
Hazel Abijay
Senior Director, People PH
Jan Merrick Lazaro
Senior Director, Shared Services
“JM is a Director of Service Delivery at Peak Support. He works hand in hand with managers handling multiple lines of business. He ensures that not only the clients’ goals and expectations are exceeded but also that the leaders within the organization are successful. Before Peak Support, he worked at AT&T seven years. His last role was as Escalations Team Manager. In this function, he was exposed to best-in-class customer service, process and performance management, technical support, and business analytics.”
Jan Merrick Lazaro
Senior Director, Shared Services
Jose Arenas
Director, Client Services
“Jose is a Client Services Director at Peak Support. Prior to Peak Support, Jose was part of a large telecommunication company with over 12 years of experience working in the BPO industry. Throughout the years, Jose had the opportunity to see the business from different perspectives at the call center level as an internal employee and as a client when managing nearshore and offshore vendors. As a professional, he likes to know and understand the whole business process from beginning to end and always looking for ways to add value. Jose is very passionate about sports such as soccer. He loves hot weather and spending time outdoors by the beach during his free time”
Jose Arenas
Director, Client Services
Manuel Jr. Co
Director, Business Analytics
“Manuel Co is the Director of Business Analytics of Peak Support. He is rapturously in love with data and modern analytical approaches. He is responsible for developing the Analytics team to help Peak Support and its clients get better insights to enable them make better-informed decisions. He views Business Data Analytics as a movement and a management philosophy as he advance a business culture of evidence-based problem identification and problem solving.”
Manuel Jr. Co
Director, Business Analytics
Jim Ray Gacita
Director, Service Delivery
“Jim is the Senior Manager of one of the projects at Peak Support. He manages the day-to-day operations of the project and work closely with the Team Leads to ensure that we’re hitting the metrics set by the client. (Optional: Before joining Peak Support, he had 5 years of experience doing Customer Support for accounts such as Sprint and Comcast, and was a Fraud Analyst at JPMorgan Chase. He took Bachelor of Science in Applied Physical Sciences (Physics) in college. He loves reading books, manga (comics), and playing musical instruments during his free time.”
Jim Ray Gacita
Director, Service Delivery
Marichel Natividad
Director, Service Delivery
“Chel is a Senior Manager responsbile for a multi-LOB project at Peak Support. She took up BS Applied Mathematics at the University of the Philippines. After her 14-year experience in different customer support roles for in-house call centers, she also spent two years as an ESL e-ducator. Aside from traveling and looking for gastronomic adventures with her family, Chel spends me-time doing yoga and recently tried cycling. “
Marichel Natividad
Director, Service Delivery
May Melodillar
Director, Service Delivery
“May is a Service Delivery Senior Manager at Peak Support. She has over 21 years experience in Customer service, 5 years in Logistics and warehousing overseas and more than 16 years Call center management in high volume Operations. She managed several accounts within the Telco, Travel and Health sectors with multiple lines of business. Her expertise in managing and mentoring teams, with key experience in driving successful strategies and initiatives allowed her to contribute toward the success and growth of the accounts she managed. May graduated with a degree in Bachelor of Science in Commerce Major in Marketing from Colegio de San Juan de Letran in Laguna.”
May Melodillar
Director, Service Delivery
Al James Abalos
Director, Service Delivery
“He’s a Senior Manager supporting one of the largest projects here at Peak Support. He helped out launch 12 projects last year, 2020. He has been in the BPO industry for 13 years and has supported different verticals from Cable to Healthcare. A graduate of Bachelor of Business Administration – BBA focused in Accounting and Business/Management. He loves playing poker and mahjong during his downtime.”
Al James Abalos
Director, Service Delivery
Patricia Mae Panibio
Senior Manager, Service Delivery
“Trish is a Senior Manager overseeing multiple projects at Peak Support. Her goal is to ensure that the Team Leaders get the support, guidance, and resource they need to successfully support their own teams. She studied Bachelor of Computer Science in Arellano University. Before joining Peak Support, Trish worked in the customer service field supporting accounts like Intuit and Comcast. She loves to travel and drive with her family and cute dog named Fluffy. The pandemic has allowed her to discover different genres of music and now she’s a proud fan of BTS and considers herself an ARMY.”
Patricia Mae Panibio
Senior Manager, Service Delivery
Trixie Joy Reyes
Senior Manager, Service Delivery
“Trixie is one of the Senior Managers in Peak Support. She studied Bachelor of Science in Accounting Technology in Philippine Women’s University but as soon as she got out of college, she started working in the BPO industry and never looked back. She joined the company on October 2016 and has worked with 3 different omni-channel accounts. She thrives in taking over existing accounts which requires learning the operation from scratch, joining an already established team, and making improvements to existing processes. She used to be a hard-core gamer who spends more than 8-10 hours a day plaing online games. Now that she’s become occupied with her role, she spends her free time binging shows on Netflix. She proudly says that most of her career goals were fulfilled in Peak Support and the only other dream left for her to fulfill is having her own family.”
Trixie Joy Reyes
Senior Manager, Service Delivery
Ivy Versoza
Account Executive
“Ivy started her career in Peak Support as a Team Member. She worked her way up the corporate ladder and became a Subject Matter Expert, Team Lead, and Service Delivery Manager before being an Account Executive; a role in which she helps bring new clients that the company deeply believes in. When she is not at her desk, you can find her on an adventure exploring new places. At home, she loves to cuddle and watch Netflix with her two furbabies, Mochi & Mucho.”
Ivy Versoza
Account Executive
Jemeryll Apa-ap
Senior Manager, Human Resources
“Jem is the Senior Manager for Human Resources at Peak Support. She’s an HR Business Partner for most of her HR career with Labor and Employee Relations as area of strength. She started her BPO career as an associate until she found herself in HR a year after, from then on she just continued to hone her skills and enjoying the perks of being able to connect and add value as an HR professional in every organization she has the privileged to work with.”
Jemeryll Apa-ap
Senior Manager, Human Resources
Ira Ivana Tejada
Senior Manager, Accounting and Payroll
“Ira is a CPA with more than 7 years of solid experience in Accounting, Controllership, Finance, Payroll and Philippines Statutory Compliance. She takes pride in starting as an associate and becoming a manager at the age of 26. She graduated Magna Cum Laude with a degree in Accountancy from Ateneo de Cagayan University. As if being a career woman and a mother is not enough, she is half-way from getting her law degree at the University of the Philippines. When asked how she is able to manage playing different roles impressively altogether, she says that you can always make time for things you badly want – and ofcourse, no social media.”
Ira Ivana Tejada
Senior Manager, Accounting and Payroll
Roland Allan Papa
Manager, Quality
“Roland is a Manager responsible for overseeing projects in relation to Quality at Peak Support. His goal is to ensure that everyone adheres to the guideline that was set in accordance with the Quality standards and protect our clients by establishing and implementing Privacy Policy policies that closely monitors the work done by our associates to prevent fraud and illegal activities. His main responsibility is to set up Quality related processes which involve creating rubrics and auditing forms, set up targets and metrics for quality, create and implement guidelines and policies for quality and privacy practice, and do deep-dive analysis on patterns and trends. As an undergraduate of Bachelor of Science in Computer Science, he uses his knowledge to automate and create scripts for Excel and Google Spreadsheet.”
Roland Allan Papa
Manager, Quality
Leizl Joy Yee
Manager, Training
“Lizzy is the Manager of Shared Services for Training. She leads a strong team of 21 Trainers seasoned in the role. She manages and oversees the entire Training processes of Peak Support from new hire communication and culture training, program-specific training, foundational security training, and Peak Support’s leadership trainings, such as the Emerging Leaders Program. She developed the Soft Skills Training structure that’s now been replicated across Peak Support’s different programs. Lizzy graduated with a degree in Bachelor of Arts in Mass Communications in the University of St. La Salle. Her degree fueled her interest in Broadcast Media, Theater, Film, and Performing Arts. She was a talk show host/DJ on FM radio before her long-standing career in the BPO Industry as a Core Universal Trainer for 8 years.”
Leizl Joy Yee
Manager, Training
Martin Floro
Manager, IT
“Martin is an Information Technology Manager of Peak Support. Martin is responsible for the hardware and software that allows the company to function. Also, he recommends information technology strategies, policies, and procedures by evaluating organization outcomes. Prior to Peak Support, Martin was an IT Account Manager in Saudi Arabia handling an account with more than 30 IT consultants and professionals deployed on the client’s site. Martin had several roles in Saudi Arabia such as a Test Administrator and IT Support. In his leisure time, he plays mobile games and watches movies with the whole family every weekend.”
Martin Floro
Manager, IT
Cristina Rivera
Manager, Talent
“Tina is a Manager of Shared Services for Talent. She manages the full recruitment cycle from sourcing strategies, talent recruitment, and acquisition to interview preparation, job offer and onboarding. She worked with multiple leaders and clients to develop an effective recruiting solution for both existing and potential clients. Tina graduated from Colegio San Agustin Baclod in 2010 with a Bachelor’s degree in Nursing. After attaining her degree, she found a job that allowed her to interact with different people everyday. She worked in a BPO industry for 10 years and gained experiences in leadership, handling customer support for multiple account and recruitment. She has over 7 years of experience in recruiting and hiring top talent with a proven track record in achieving exceptional results while maintaining client satisfaction.”
Cristina Rivera
Manager, Talent
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