AI Support Training and Quality Specialist

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🏢 Enterprise

B2B • Enterprise

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• Review and evaluate AI-generated support responses for accuracy, completeness, and customer experience. • Identify, document, and annotate errors, inconsistencies, and knowledge gaps within AI interactions. • Provide actionable feedback to improve AI performance, response quality, and troubleshooting effectiveness. • Develop and maintain knowledge materials, troubleshooting workflows, and support documentation. • Partner with cross-functional teams to refine support processes and enhance AI training efforts. • Support pilot operations by validating AI recommendations and assisting with escalation scenarios. • Monitor trends and recurring issues to identify opportunities for process improvements. • Contribute to the development of quality standards, evaluation frameworks, and best practices for AI-assisted support. • Assist in creating scalable knowledge assets that will support future customer service operations.

🎯 Requirements

• Strong experience in one or more of the following areas: Security cameras and surveillance systems • Smart home devices and IoT ecosystems • Thermostats and home automation products • Gaming systems and peripherals • Home networking, routers, and Wi-Fi troubleshooting • Connected consumer electronics • Experience in technical support, technical operations, quality assurance, knowledge management, or related functions. • Proven ability to troubleshoot hardware, software, networking, or connected technology products. • Experience reviewing customer support interactions and identifying areas for quality improvement. • Experience providing feedback, coaching, or recommendations to improve support outcomes. • Experience creating or maintaining process documentation, workflows, SOPs, or knowledge base content.

🏖️ Benefits

• Exceptional work environment • Positive, encouraging and performance-driven culture • Opportunities for growth • 100% remote work since day one • Glassdoor rating of 4.5 in the Business Process Outsourcing industry