Join the Team

Peak Support, a rapidly growing outsourcing firm serving some of today’s most innovative companies, is seeking a Director of Customer Experience Solutions. This leader will build out and lead our CX Solutions team, with a focus on Artificial Intelligence programs.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are an Inc. 5000 company and a Certified Great Place to Work, with more than 1700 team members in the Philippines and the U.S., and a new location opening in Colombia.

The Director of CX Solutions will have a heavy focus on AI initiatives and ensure the successful deployment of CCaaS, RPA and AI systems that improve customer interactions and drive business growth. This is a new role within the organization and provides a unique opportunity to build the practice from the ground up.

In this role, you will lead Peak Support’s efforts to accelerate our capabilities using AI/Machine Learning and other technologies. You will have an opportunity to work in close partnership with business leaders across the organization to understand their challenges and lead the team delivering the solutions.

The ideal candidate will have experience sourcing, recommending, and implementing tools and technology across a variety of AI, CCaaS, CRM and SaaS platforms in a Contact Center or BPO environment.

Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and grown at a 100% CAGR since we were founded.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable and inclusive company. You can read our response letter about Black Lives Matter on our home page. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When it’s safe, we get together in person. We believe that building offline relationships is critical to successful online work.

Key Responsibilities:

• Develop and execute a strategic plan for the CX program that aligns with the company’s CX goals and objectives.
• Lead cross-functional teams to design, develop, and launch solutions that enhance customer interactions and meet CX business requirements.
• Collaborate with stakeholders to gather customer requirements and provide technical guidance throughout the project life cycle.
• Manage the budget, schedule, and resources for projects to ensure delivery on time and within budget.
• Oversee the testing, deployment, and maintenance of systems to ensure high-quality and reliable performance for customers.
• Stay up-to-date on the latest technologies and trends, with a focus on AI and CX, to inform and potentially leverage new solutions.
• Communicate program progress, risks, and opportunities to senior management and stakeholders, including clients and customers.

Requirements:

• Demonstrated experience integrating and implementing AI solutions with a focus on CX.
• Strong technical knowledge of artificial intelligence and machine learning applications, particularly as they relate to customer experience.
• Experience in leading remote and distributed teams to deliver AI projects.
• Excellent project management skills, with experience using project management methodologies such as Agile and Scrum.
• Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Ability to work under pressure, manage competing priorities, and meet deadlines in a fast-paced environment.
• Experience with Microsoft Azure Cognitive and data technologies is a plus

Peak Support, a rapidly growing outsourcing and consulting firm serving some of today’s most innovative companies, is seeking a Community Support Agent to join our team and work on a high-growth account.

As a Community Support Agent, you will work with members of a large social media platform to enforce community guidelines and resolve disputes between users. Your role is vital to ensuring that the platform remains safe and welcoming to all users. This social media platform is made up of smaller communities that are uniquely affected by our current climate, and the ideal candidate would be educated and knowledgeable on current news.

If you are skilled at community moderation and enjoy staying up to date with current events, we want to hear from you!

Responsibilities:

• Respond to contacts from members in a timely and constructive manner
• Review member reported content and assess for policy compliance
• Interpret and enforce community standards and policies
• Investigate and mediate disputes between users to help both parties reach a positive outcome
• Educate members on community guidelines
• Stay knowledgeable and up to date on all current events

Requirements:

• High level of empathy
• Excellent communication skills
• Adept at dealing with ambiguity and using advanced judgment, negotiation, and creative problem solving skills to resolve customer issues
• Experience with positioning sensitive issues and handling escalations through to resolution
• Desirable: Previous experience working as a part of a customer service team or in a contact center environment

Pay Rate: $16 – $18/hr

To apply for this position, please submit a resume and a cover letter that explains why you are a good fit for this role. Applications without a cover letter will not be considered.

ABOUT PEAK SUPPORT

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imaging themselves. We onboard a small number of clients each year because our goal is to serve companies we deeply believe in and be an integral part of their growth.

We have also been profitable from day one and we are proud that nearly 100% of our clients have come from referrals, meaning that our growth to this point has required very little investment in sales or marketing.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is committed to creating a diverse, equitable and inclusive company. We value applicants who share this commitment. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Please apply at the link below. Send us your resume and a cover letter that explains why you want to join the Peak Support team.

Apply Now

Peak Support, an award-winning and rapidly growing outsourcing and consulting firm serving some of today’s most innovative companies, is seeking Business Analysts from PH to join our team and work in a high-growth environment.

You will be working full-time with a team of 6 BAs (and growing!) and with members of our Operations and Support Team to create reports and provide actionable insights through data analysis.

We need a Business Analyst Associate with vast experience in the following disciplines:

• Business Process Analysis
• Documentation of Requirements
• Dashboard Creation
• Business Case Presentation

Required Skills include: 

• MS Excel & MS PowerPoint
• Power Query/Power Pivot
• Fluency in English
• Basic understanding of database theories and tables

Additional desired skills include: 

• Scheduling and Forecasting
• Salesforce reports experience
• Creating/Modifying Salesforce Reports (Classic & Lightning)
• Zendesk Report Creation (Including MAQLs)
• MS PowerApps
• MS Power Automate
• Solving Models

Technical requirements include:  

• Good computer setup with Chrome browser
• legitimate Windows 10 OS
• minimum of 16GB RAM
• minimum processor: Intel: i3 7th gen, Intel: i5 4th gen, AMD: A8 – 5000 series and higher, AMD Ryzen 3 series – 2200 G and higher
• Stable high-speed wired internet connection (at least 10-20Mbps)
• Install a centralized device management software (company provided) to your computer for account security purposes
• A stable power supply in your area
• Noise cancellation headset
• Skype account

Please apply at the link below.

Apply Now

Peak Support, a rapidly growing outsourcing firm serving some of today’s most innovative companies, is seeking exceptional Customer Service Associates from the Philippines to join our growing team.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we now have approximately 1500+ team members in the Philippines and the U.S. You can review our mission, vision, and core values here: https://www.peaksupport.io/about/.

Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that nearly 100% of our clients have come from referrals.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging, and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable, and inclusive company. You can read our response letter about Black Lives Matter here: https://tinyurl.com/yxl6srpd. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When it’s safe, we get together in person. We host an annual summit that brings together all of our Philippines team members, as well as regional meetups. We believe that building offline relationships is critical to successful online work.

Some requirements for this position:
– Strong verbal and written English skills
– Someone who enjoys working with others on a team
– Experience in a Customer Support environment
– Vast Experience in Email/Chat Support
– Research-oriented and Process-Oriented
– Can work with minimal supervision
– Above Average MS Excel Skills

Technical Requirements:
– Good computer setup with Chrome browser
– legitimate Windows 10 OS
– minimum of 8GB RAM
– minimum processor: Intel: i3 7th gen, Intel: i5 4th gen, AMD: A8 – 5000 series and higher, AMD Ryzen 3 series – 2200 G and higher
– Stable high-speed wired internet connection (at least 10-20Mbps)
– Install a centralized device management software (company provided) to your computer for account security purposes
– A stable power supply in your area
– Noise cancellation headset
– Skype account
– Security clearance required

Apply Now

The End User Computing Engineer (Systems Engineer), provides design, configuration and operational management of the agency’s end user computing environment.  This role will also be responsible for defining the framework and documentation for IT Operations to support the environment on an ongoing basis.

Key Responsibilities Include:

• Working with IT management to evaluate and define overall desktop management strategy including end-user device, end point management, and support requirements to meet end user compute requirements, maximize service levels, and minimize total cost of ownership.
• Integrate best practices and evolving technologies such as traditional PC desktop/laptop technology, thin client technology, VDI, Secure Browsing and Enterprise Mobility Management.
• Oversee Asset Lifecycle Management including but not limited to:
  • Desktop solution support including coordination with 3rd party helpdesk/desktop support vendor
  • Design and execute end user asset refresh
  • Inventory management, reporting, and audit
• Provide oversight and escalation point-of-contact for 3rd party helpdesk and internal staff related to desktop and service desk issues.
• Hands on design and implementation of endpoint management using Microsoft Intune
• Hands on design and implementation of user and device policy using Azure AD

Skills/Core Competencies:

• Asset and configuration management
• Continual service improvement
• Incident & problem management
• Ownership and initiative
• Service focus, reporting, and Service Management Framework knowledge
• Testing and user focus
• Change Management
• Strong Documentation and Communication Skills (Verbal/Written) in English
• Strong organizational skills with proven ability to balance and prioritize tasks
• Excellent customer-facing skills including consensus building
• Must be able to interact well with others and possess a clear understanding of customer service and support

Education/Experience Requirements:

• 5+ years of hands-on infrastructure and operations delivery experience.
• 3 to 5 years of advanced hands-on experience with Azure and Microsoft 365 administration.
• Technical knowledge of desktop solutions including sourcing, provisioning, configuration, imaging, etc.; Experience with Thin Clients or VDI preferred.
• Experience with planning, designing, and implementation of end point management solutions, and desktop/laptop/mobile devices.
• Experience working with 3rd party vendors including VARs and manufacturers.
• 3+ years managing full system lifecycle projects including requirements definition, design, configuration, testing, deployment, and support
• Experienced in leading cross-functional systems projects involving multiple technical areas.

Apply Now

Peak Support is a customer service and business process outsourcing company. We are looking to hire an experienced HR Manager who will be in-charge of the entire  benefits and payroll and timekeeping functions. In this role, you will not only be responsible for managing and administering benefits structure, but also standardizing and continuously improving payroll and timekeeping processes.

You will be working with team members based in the United States too, so strong communication skills, schedule flexibility, and the ability to meet and work during U.S daytime hours are required.

To ensure success as an HR Manager, you should have excellent communication skills, good interpersonal skills, and a good understanding of employment law. Ultimately, a top-notch HR Manager is well organized, efficient, trust-worthy and approachable.

HR Manager Responsibilities:

Payroll and Timekeeping:

1. Management and Coordination of the entire payroll &timekeeping functions.

2. Standardization and continuous improvement of payroll & timekeeping processes.

3. Administration and validation of hours and prepare instructions for payroll processing

4. Develop infographics / reference manual for Service Delivery (Supervisors and up)

5. ATM distribution and monitoring

6. Manage and supervise direct reports within the Payroll and Benefits Team.

7. Ensure prompt turnaround of Payroll and timekeeping concerns for all stakeholders.

8. Compliance to PH Payroll regulations and audit preparedness

Benefits:

1. Manage and administer benefits structure (HMO/GLI, etc)

2. Monitor and ensure government statutory instructions are track and prepare payroll instructions timely and accurately.

3. Process Improvement

4. Compliance with PH Benefits regulation

5. Audit preparedness

6. Periodic touch base with Service Delivery (SD) for Payroll/Timekeeping & Benefits update

To be successful you must:

● Should be comfortable with data entry and file management

● Must possess good speed and high accuracy in logging data

● Have the ability to identify errors in reports

● Be flexible and adaptable to changing needs

● Good verbal and written communication skills

● Have a good background in Microsoft Office Excel

● Time Doctor and other time tracking tool experience/knowledge is an advantage

HR Manager Requirements:

• Bachelor’s degree in Human Resources, Business, or related field
• Previous experience working in Human Resources
• Highly proficient with Word, Excel and Outlook
• Exceptional communication and interpersonal skills.
• Ability to maintain employee confidentiality.
• Superior attention to detail
• Friendly and professional demeanor
• Good organizational skills
• Empathy and an approachable demeanor
• Attentiveness and honesty

And here are the Technical Requirements:
– Good computer setup with Chrome browser
– Legitimate Windows 10 OS
– minimum of 8gb RAM
– minimum processor: i3 – 7th gen ~ 10th gen, i5 4th gen or higher, AMD A8 – 5000 series or higher, AMD Ryzen 3 2200G or higher
– Stable high-speed wired internet connection (at least 10-20Mbps)
– Install a centralized device management software (company provided) to your computer for account security purposes
– A stable power supply in your area
– Noise cancellation headset
– Skype account
– Security clearance required

Timekeeping Doctor expert is an advantage

Apply Now

Peak Support, a rapidly growing outsourcing firm serving some of today’s most innovative companies, is seeking exceptional Sales Solutions Executive from the Philippines to join our growing team.

Sales Solutions Executives are the trusted advisors to Peak Support prospects and clients, showing how the Peak Support solutions address client business requirements. Solutions Executives are responsible for driving and managing the evaluation and validation stages of the sales process. They focus on creating content, building proposals and launch plans that help clients reach their targeted business outcomes.

The Solutions Executive helps drive value and change by applying solution selling and architecture experience from planning to monitoring, the Solutions Executive supports and enables successful adoption of the Peak Support platform. Solutions Executives work collaboratively with Sales, IT, Operations and Marketing from the point of prospect to close of the sales cycle.

This role provides guidance and support throughout the entire sales cycle to help shape and execute a strategy to build mindshare and broad use of the Peak Support platform with customers by becoming the trusted advisor. The ideal candidate must be self-motivated with a proven track record in project management, sales, or consulting services. Candidates should also have a demonstrated skill to think strategically about business, products, and solutions.

Sales Solutions Executive Responsibilities

· Engage with customers in a consultancy and advisor role during the pre-sales process while providing assistance and solution guidance.

· With comprehensive knowledge of the Peak Support, educate customers of all sizes on the value proposition while participating in discussions throughout the organization to ensure successful deployment

· Guide evaluations via POC/POV ownership, RFP/audit support, and workshop design.

· Serve as the customer advocate to other Peak Support teams, including IT, Operations and Marketing.

· Complete research on potential and existing clients providing guidance on the solutions necessary to resolve core issues and concerns.

· Guide Solution and Sales team members through complex customer opportunities and activity.

· Deliver product roadmap discussions.

· Deliver innovative solutions leveraging Peak Support solutions that lead to new use cases and revenue opportunities.

· Maintain a positive personal brand through Peak Support-relevant participation in channels such as conferences, blogging, social media, or community events.

Sales Solutions Executive Requirements

· Expert presentation, communication and writing skills

· Experience with all aspects of the pre-sales process and as a professional in the field of solution philosophies.

· Knowledge of the end-to-end sales cycle, including sales and solutions research, documentation, and deliverables.

· Understanding of continuous integration and continuous deployment of solutions offerings

· Proven record of sales project management and solutions execution

· Experienced understanding of the RFP process, including the gathering of information, data retention and client response requirements

· Willingness to travel

Apply Now

Peak Support, a rapidly growing outsourcing firm serving some of today’s most innovative companies, is seeking an exceptional Security Engineer from the Philippines to join our growing team.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we now have approximately 1500+ team members in the Philippines and the U.S.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging, and performance-driven culture that enables our team members to build rewarding, long-term careers.

As a Security Engineer, you will use your technical experience to assess, design, engineer and implement various security and operational controls in Peak Support’s Microsoft Azure and O365 environments. These controls will be aligned and focused on achieving compliance with Peak Support’s security standards.

In this role you will:

• Create security and operational controls to enforce various aspects of our security policies
• Coordinate with other teams to implement changes in the environment

• Conduct testing of configurations internally and with the help of third parties
• Assess Azure and third-party solutions that fit into Peak Support’s security landscape.
• Implement and maintain security tools across the enterprise
• Execute security controls to prevent malicious, unauthorized, or unintended misuse or compromise of company information
• Assist with real-time alerts and incident response analysis, and assist in investigations in collaboration with global IT personnel

• Stay up-to-date on threats applicable to Peak Support’s environment and brand, and recommend mitigating actions or risk-reduction configurations or solutions
• Perform/manage Data Loss Prevention (DLP) monitoring and event analysis
• Create information security and compliance documentation in accordance with company requirements
• Identify opportunities for improvements to the Security and Compliance program, and communicates such opportunities effectively to management
• Interface with user community to understand business needs and implements security procedures to accommodate them

• Assist with Security Awareness program and ensures that user community understands and adheres to necessary procedures to maintain security

We are looking for someone who has:

• Two to Five years of experience implementing solutions in Microsoft Cloud Technologies
• Strong skills in tactical, operational, and strategic level cyber threat intelligence.
• Understanding of cyber threat vectors and countermeasures.

• Understanding of Windows/Linux/Unix platforms.
• Understanding of Cloud Infrastructure and Cloud Security
• Strong understanding of IAM, policy enforcement, and additional security controls and baselines in Azure and O365 environments
• Solid understanding of networking (WAN, LAN, wLAN), network domains (Internet, intranet, DMZ), communication techniques/protocols (IP and others), and their combined effects on network and host systems security.
• Strong written and verbal communication skills.

• Ability to communicate technical details in a clear, comprehensible manner.
• CISSP and/or CCSP preferred
• Azure certifications preferred

Apply Now

Peak Support, a rapidly growing outsourcing firm serving some of today’s most innovative companies, is seeking exceptional Communication/Product Trainer to join our growing team. 
 
Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we now have approximately 400 team members in the Philippines and the U.S. 
 
Why Peak Support? 
 
If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that nearly 100% of our clients have come from referrals. 
 
We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging, and performance-driven culture that enables our team members to build rewarding, long-term careers. 
 
Peak Support is actively working to create a diverse, equitable, and inclusive company. You can read our response letter about Black Lives Matter here: (link removed). Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status. 
 
Work from Home PLUS 
 
Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. 
 
Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When it’s safe, we get together in person. We host an annual summit that brings together all of our Philippines team members, as well as regional meetups. We believe that building offline relationships is critical to successful online work. 
 
Required skills include: 
-Excellent English language skills (native-level) in written and oral communication 
-Experience in the theory and practice of teaching ESL to adult learners 
-Experience in the theory and practice of online education 
-Experience in product training 
-Substantial experience and knowledge of curriculum design 
-Keen attention to detail 
 
Desired skills include: 
-Academic background or certifications in adult education, online education, and/or ESL 
 
Technical requirements include: 
– Good computer setup with Chrome browser 
– legitimate Windows 10 OS 
– minimum of 8gb RAM 
– minimum processor: Intel: i3 7th gen, Intel: i5 4th gen, AMD: A8 – 5000 series and higher, AMD Ryzen 3 series – 2200 G and higher 
– Stable high-speed wired internet connection (at least 10-20Mbps) 
– Install a centralized device management software (company provided) to your computer for account security purposes 
– A stable power supply in your area 
– Noise cancellation headset 
– Skype account 
– Security clearance required 

Please apply at the link below.

Apply Now