Join the Team

Peak Support, a rapidly growing outsourcing firm serving some of today’s most innovative companies, is seeking an exceptional US Operations Manager 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 1600 team members in the Philippines and the U.S. You can review our mission, vision and core values here.

The US Operations Managers are the core to our success at Peak Support. You are not just a cog in a huge machine. You will join a small but growing US-based Service Delivery team and will be instrumental in growing our company and driving our future success.

US Operations Managers are typically responsible for managing 4 to 8 Clients.

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. 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. You can learn more about our culture here.

About the role

Peak Support manages fully dedicated customer service and back-office teams for high-growth companies. Teams range in size from 2 FTEs to 200 FTEs. This role is primarily focused on ensuring the success (and subsequent growth) of client accounts.

The Main Objective of the US Operations Manager is to support and develop Team Leads so they:

• Hit client goals and continuously improve the client operation.
• Foster a healthy team and develop team members into the future of Peak Support
• Be a trusted, senior advisor to clients. Help our clients solve problems and get better. The essential duties and responsibilities are:
• Manages the day-to-day operational activities of the account(s) in coordination with the team leads and other support members of the account in relation to staffing, production and process improvement efforts.
• Helps in meeting talent team objectives; hiring associates for the account; enforcing Peak Support’s policies and procedures.
• Partner with the Sr QA lead to ensure that quality standards are met
• Works alongside the business analyst team in preparing account performance reports by collecting, analyzing, and summarizing data and trends; review reports with the client services and operations directors; share account reviews with the client.
• Evaluate the performance of Team Leads and other support members and be responsible for conducting the coaching and development opportunities for them.
• Maintain an efficient performance management system by implementing Performance Improvement plans and drafting Incentive structures with the help of the operations director.
• Creates strategic plans with the help of the Operation and Client Services Directors; process assessment and headcount planning; defining account-specific technical requirements; contributing information and analysis to company-wide strategic plans and reviews.
• Recommend policies, procedures and systems relevant to the goals of the organization and client requirements.
• Guide the Team Leads to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans.
• Conduct business reviews with Clients and Peak Support Directors (Weekly, Monthly, Quarterly) to evaluate historical trend and ensures that action plans are integrated into the process improvement initiatives
• Remain engaged with the IT/tech team to ensure that all tools are running efficiently (internal and client side).
• Ensure that Peak Support is represented well to our team members, clients (and their customers), and the community at large.
• Develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals. To be successful you must:
• Be a natural leader who can motivate multiple teams in an environment of change and growth.
• Be flexible and adaptable to changing client needs
• Possess strong verbal, written and presentation skills
• Be a self-starter able to facilitate strategic discussions to move the account forward
• Possess excellent judgment/problem-solving skills.

Candidate qualifications

The ideal candidate has significant experience with customer service operations or client management. The person should be an exceptional communicator; good with data; excited about joining a growing company; and aligned with Peak Support’s core values. Specific qualifications include:

• Experience scaling and leading customer service teams
• Ability to develop and manage relationships with clients, ranging from customer support agents and managers to senior-level decision makers including CEOs
• Moderate to advanced Excel & data analysis skills
• At least 5 years in customer service operations or account management at a BPO
• Available to travel for client meetings and conferences (when it’s safe)

Please apply at the link below.

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

As an Email Support Agent, you will work with members of a large social media platform to enforce community guidelines. 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, have prior email experience and enjoy staying up to date with current events, we want to hear from you! Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we now have approximately 1300 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.

Responsibilities:

• Respond to contacts from members in a timely and constructive manner via email
• Review member reported content and review for policy compliance
• Provide exemplary professional customer service
• Interpret and enforce community standards and policies
• Educate members on community guidelines
• Stay knowledgeable and up to date on all current events

Requirements:

• High level of empathy and compassion
• Ability to generally remain composed and productive when dealing with long-term exposure to content that may be offensive, discriminatory, and/or disturbing
• Prior experience in a Customer Support / moderation environment
• Experience in Email support
• 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
• Reading comprehension to identify user issues in email and anticipate additional questions

Please apply at the link below.

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.

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.

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: $14 – $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.

We are seeking Customer Service Representatives specializing in inbound/outbound phone support. This person should have significant experience making or receiving phone calls in a customer support environment.

Required skills:

• • Excellent phone manner

• • Fluency or near-fluency in English

• Significant experience with inbound and/or outbound calling

Additional desired skills:

• • Experience with email and/or chat

• Experience with inbound and/or outbound sales

Please apply at the link below. Create a 30-second audio recording describing your experience. Please share the public link (Dropbox or Vocaroo) to your recording. Send this to us along with a resume and a cover letter that explains why you want to join the Peak Support team.