Join the Team

ABOUT THE ROLE

Peak Support, a rapidly growing outsourcing firm serving some of today’s most innovative companies, is seeking an exceptional Vice President of Client Services to manage and grow our client services team.

The Vice President (VP) of Client Services reports to the Chief Operating Officer and is responsible for strategic management of senior-level client and relationships beyond the day-to-day operations. This person is responsible for client retention by maintaining executive- and senior-level relationships and identifying additional new growth opportunities with existing clients. They are responsible for assessing and managing the risk associated with clients, as well as meeting and exceeding client and company goals for each account, targets and objectives.

In addition, they are responsible for managing and developing the Client Services team, which currently has four account managers, each managing 8-10 accounts. The VP of Client Services also serves as a customer escalation point of contact within the Client Services group.

ABOUT PEAK SUPPORT

If you want to work for high-growth companies, Peak Support is the place to be. Our clients include early-stage startups, unicorns with valuations well over $1 billion, and old-line companies re-imagining themselves. We have been profitable from day one and we are proud that most of our clients have come from referrals. We have more than 1,200 employees across the Philippines and the U.S., with the majority in the Philippines.

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 an Equal Opportunity Employer. We are 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.

ESSENTIAL DUTIES AND RESPONSIBLITIES

• Owns and drives client retention and satisfaction and serves as voice of the client
• Provides leadership to the client services organization, and counsel to the COO and executive leaders, in implementing customer and growth objectives that appropriately reflect business goals.
• Responsible for managing client retention and customer satisfaction goals and metrics as well as managing departmental budgets as defined by the annual operating plan
• Hires, trains, develops and manages a high-performance team focusing on new customer acquisition and retention of valued clients.
• Develops a metrics/customer/market-driven culture in accordance with our overall company culture and priorities.
• Accountable for the management of all client queries and issues within the organization
• Partners with COO and other Leadership Team members to identify opportunities for client support process improvements and design. Facilitates successful implementation of new programs through the organization. Fosters an organization of continuous process improvement.
• Serves as a voice of the customer in collaborating closely with the Leadership Team to understand company, technology and product strategy. Recommends changes and enhancements to the current platform.
• Works closely with the sales team and leader to help properly define client expectations and support methodologies to ensure overall organizational success.
• Ensures customer and growth-related reports and other internal intelligence is provided to the COO.  Develops new reporting tools and dashboards as needed.
• Works with leadership in prioritizing training objectives for client management, retention, and client services.
• Working with COO, Accounting/Finance and Human Resources, designs compensation programs that provide market-competitive pay, reinforce organization strategy, and align with the business, retention objectives.
• Responsible for recruiting, training and coaching team

QUALIFICATIONS

• Bachelor’s degree or similar equivalent experience
• 10 or more years of senior client relationship or customer service experience
• Proven leadership and mentoring skills
• Self-sufficient and self-motivated with the ability to independently manage major clients
• Leader of cross-functional project teams across the organization
• Creative thinker with analytical skills
• Ability to collaborate effectively at all levels and functions
• Applied understanding of technical issues and processes
• Demonstrated problem-solving skills
• Ability to determine staffing needs within the account team and extended teams
• Ability to project manage and provide pro-active communication with all internal key stakeholders from start to completion of a client-service event
• Exceptional communicator with strong written, presentation and verbal communication skills
• Excellent interpersonal skills; able to interact at all levels with clients and the organization
• Occasional Travel required

Please apply at the link below.

Essential Duties and Responsibilities:

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies.
• Manage and review operational reports to understand the performance of all team members (Attendance, Client KPIs, and any internal Metrics).
• Create and maximize relationships with client partners.
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team, and offer ongoing developmental coaching.
• Create a positive work environment through member engagement; resolve member relation issues in a professional and timely manner.
  Participate in cross-functional meetings to review information received from operational support functions – Training, Quality, Analytics, IT, and partner to define action plans that will resolve issues and drive continuous improvement.
  Implement best practices and overdeliver for clients, drive consistent performance, evaluate staffing needs, and make adjustments to meet changing requirements.
  Attend business reviews with the client.
  Effectively communicate the status of project, technical issues, launch delays, delivery issues, etc. to client contacts
  Perform quality assurance checks and debug issues with project to ensure that line item and creative have been set up correctly and are delivering across all platforms and devices
  Identify workflow inefficiencies and address ideas to improve the process
  Project performance management: ensure ongoing project success through regular performance, monitoring, optimization, reporting, analysis, and insight, and make recommendations.

To be successful you must:
Know, own, and hit the goals of your client and of Peak Support
Lead your team so they know, own, and hit the goals of our clients and of Peak Support.
Spot areas that need improvement or that put the client or Peak Support at risk. Then, work with your support team (Client Services, Operations Manager, BA, Training, QA), to drive change. You don’t need all the solutions but you crush implementation.
Through genuine actions and intentions, you build an honest, hard-working, and dedicated team. And when there are team members that don’t meet these criteria, you spot this and take action to off-board. You spot and develop the next great leaders.

Please apply at the link below.

Peak Support is a customer service and business process outsourcing company. We are seeking a Quality Assurance Analyst from the Philippines to join one of our phone support accounts. 

Candidates must possess: 

• Reliable and flexible to changing work schedules (working mostly AM PST) 
• If you are from other projects, you must be willing to be moved and have the skills for this phone Support account.   
• Great communication skills 
• Great eye for detail 
• Average proficiency with Google sheets/Microsoft Excel 
• Good background/experience in Quality Assurance 

Your role as a QA Analyst includes (but not limited to) the following: 

• Audit calls and tickets 
• Coach team members based on call/ticket audits (weekly) 
• Analyze call and ticket drivers to help in improving the overall process that will drive CES (CSAT) 
• Work with the project leads in coaching and development 
• Send weekly audit reports 
• Hold QA calibrations with the leads (weekly/bi-weekly)

Technical Requirements: 

• Good computer setup with Chrome browser 
• minimum of 8gb RAM 
• Windows 10 OS 
• minimum processor:  i5 4th Generation, AMD A8 5000 series, or higher 
• Stable high-speed internet connection (at least 10-20 Mbps) 
• Centralized device management software to be installed 
• A stable power supply in your area   
• Noise cancellation headset 
• Skype account 

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.

Peak Support is a customer service and business process outsourcing company. We are currently hiring for an Information Security and Data Privacy Analyst from the Philippines who will be responsible to support tasks and activities related to the oversight of data protection strategy and implementation by personal information controllers (PIC) and personal information processors (PIP) as well as compliance with the DPA, its Implementing Rules and Regulations, related issuances of the National Privacy Commission (NPC), and other applicable laws and regulations pertaining to data privacy and security such as GDPR.

DUTIES & RESPONSIBILITIES

– Implement and manage information and cyber security management status reporting, metrics, and benchmarks.

– Design, create and deliver information security and privacy training modules.

– Conduct Privacy Impact Assessments regarding the organization’s internal systems as well as its products and services.

– Monitor Peak Support’s compliance with the Data Privacy Act, issuances and guidelines by the National Privacy Commission.

– Strategically develop and manage relationships with major vendors and service providers to ensure they cost-effectively meet the needs of the organization

QUALIFICATIONS

– Bachelor’s Degree in computer science/Business Administration/Information Technology or any related field.

– Knowledge and skill in applying data privacy or data protection guidelines.

– Experience in creating data flow diagrams, flowcharts and other technical documentations.

– Can design and deliver training materials

Basic familiarity with relevant information security and privacy frameworks is a plus (ISO27001, NIST, GDPR).

– Proficient in MS Office Application (Excel, Word, PowerPoint)

– Must be a critical thinker and analytical

– Team player who works productively with a wide range of people

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 currently hiring Customer Service Representatives specializing in email and chat support.

Required skills:

• • Strong verbal and written English skills

• • Someone who enjoys working with others on a team

• • Significant experience in email/chat customer support

• • Research-oriented and process-oriented

• • Can work with minimal supervision

• Above-average MS Excel skills

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.

We are so happy to announce that we are looking for an experienced HR Associate to manage and maintain our human resources records.

In this role, you will be responsible for obtaining and recording HR information, managing the HR database, and assisting company employees with enrollment procedures and HR-related issues. You will be responsible for ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy. As we gear towards being an entity this year, this position will be very vital towards this big leap.  

HR Associate Responsibilities: 

• Provides assistance to the Human Resources Manager for the planning and effective implementation of the Company’s policies and procedures.  
• Managing HR records including, applicant logs, and employee forms. 
• Issuing employment contracts and verifying completion and compliance. 
• Conducting employee orientations. 
• Explaining employee benefits. 
• Responding to HR-related queries within the company. 
• Maintains manager and employee confidence by keeping human resources information confidential. 
• Assisting with the distribution of training material and policy roll-outs 
• Ensure adherence to all company policies, processes, procedures and ensure compliance with the company’s management system. 
• Perform other productive tasks and roles related to the business needs.  

HR Associate 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. 
• Advanced knowledge of Labor Law.  
• Attentiveness and honesty. 

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.