AI Support Training & Quality Specialist

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

B2B • SaaS • eCommerce

Peak Support is a boutique Business Process Outsourcing (BPO) company, providing scalable solutions for customer service, technical support, sales, marketing, and back-office operations. With a presence in the Philippines, United States, Colombia, and Eastern Europe, they support fast-growing and innovative brands across multiple industries such as eCommerce, financial services, gaming, healthcare, and technology. Peak Support is dedicated to delivering exceptional quality and personalized attention by maintaining a highly skilled workforce and fostering a strong company culture. Their mission is to empower teams to innovate and exceed client expectations while ensuring data security and operational efficiency.

📋 Description

• Play a critical role in building, evaluating, and continuously improving the AI-assisted support experience before broad customer deployment. • 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

• Candidates should possess 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. • Deep expertise across all device categories is not required. • Strong 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

• 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. • Positive, encouraging and performance-driven culture that enables team members to build rewarding, long-term careers. • Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.