Seasonal Team Leader – Customer Service Representative

November 7

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Peak Support

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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.

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

📋 Description

• 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. • 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. • Act as the main point of contact to all team members asking specific information on products, services, policies, quality, etc., and explain not only how things are done, but why. • Communicate any challenges and updates to the Client Success Manager. • Provide insights on how the team works, analyze the data, identify opportunities and come up with action plans to improve. • Track, manage and review reports to understand the performance of all team members (Attendance, Client KPIs, and any internal Metrics). • Comfortably talk about the numbers during business reviews with the clients or with the Peak Support Leaders. • Send end of day/end of week reports. • Monitor team attendance on a daily basis. • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed. • Create and maximize relationships with client partners. • 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 adjust meet changing requirements. • Update the leadership team on any issues/updates about the accounts. • Ad hoc tasks as required.

🎯 Requirements

• Have prior tax experience—ideally having worked at a tax firm or possessing a strong understanding of federal and state tax regulations. • Are comfortable working with Personally Identifiable Information (PII) and Tax Return Information (TRI), maintaining the highest standards of confidentiality. • Possess strong emotional intelligence, including the ability to self-regulate, demonstrate empathy, and be self-aware in customer interactions. • Are fast learners with the ability to quickly grasp different processes, products, and services. • Are resourceful and capable of thinking outside the box to find solutions. • Demonstrate a strong work ethic and operate with integrity. • Possess above-average oral and written communication skills. • Thrive as independent workers with minimal supervision and can make or recommend sound decisions in challenging situations. • Have excellent interpersonal skills and can collaborate effectively with team members and clients. • Are skilled in coaching and can effectively communicate with team members about strengths and areas for improvement. • Exhibit strong analytical and problem-solving abilities. • Are detail-oriented and committed to accuracy. • Are open to shifting schedules, flexible with work hours, and willing to work on holidays as needed. • Align with the company's core values. • Can positively communicate process changes with team members. • Are proficient in multitasking and can handle multiple responsibilities efficiently. • Have advanced knowledge of Excel and Google Sheets. • Can create detailed and insightful reports for analysis and decision-making. • Are proactive in identifying and addressing issues before they escalate.

🏖️ Benefits

• Work from Home • Opportunities for growth • Exceptional work environment