Tier 1 Customer Support – Trailguide

🕒 July 28

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

📣 Marketing

💼 Consulting

Logistics • Marketing • Consulting

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

• Serve as the primary point of contact for customer inquiries through phone, chat, email, social media, and in-app messaging. • Assist customers with: Vehicle reservation questions and account updates, Reservation modifications and cancellations, Payment disputes and refund inquiries, Product and vehicle information, Event and marketing-related inquiries, Internal contact requests and partnership inquiries. • Research, resolve, and document customer issues accurately and thoroughly. • Take ownership of customer questions from first contact through resolution whenever possible. • Identify and escalate complex or sensitive cases requiring additional investigation. • Deliver a high-touch customer experience that is authentic, professional, and customer-focused. • Build trust through clear, honest, and straightforward communication. • Reduce customer effort by proactively anticipating needs and recommending next steps. • Demonstrate empathy and professionalism during challenging customer interactions. • Represent the Scout Motors brand positively in every interaction. • Navigate multiple systems and applications simultaneously while maintaining accuracy. • Utilize customer support platforms, knowledge bases, CRM systems, and internal tools to resolve inquiries. • Troubleshoot basic technical and digital-experience issues. • Maintain detailed case notes and customer records. • Follow established processes while using sound judgment to resolve unique customer situations. • Participate in coaching, quality reviews, calibration sessions, and ongoing training. • Collaborate with Team Leads, Quality Assurance, Workforce Management, and Training teams. • Share customer feedback and emerging trends that may improve customer experience, processes, or knowledge resources. • Adapt to evolving products, processes, tools, and customer expectations.

🎯 Requirements

• 2+ years of customer service, contact center, hospitality, retail, automotive, technology, or related customer-facing experience. • Exceptional verbal and written communication skills. • Strong problem-solving and critical-thinking abilities. • Demonstrated ability to take ownership of issues and drive resolution. • Strong multitasking and organizational skills. • Ability to work in a fast-paced environment while maintaining accuracy. • Proficiency using multiple computer applications simultaneously. • Minimum typing speed of 50 WPM with strong accuracy. • Excellent grammar, spelling, and written communication skills. • High school diploma or equivalent. • Preferred Automotive, mobility, roadside assistance, travel, retail, technology, or SaaS support experience. • CRM experience (Intercom, Salesforce, Zendesk, or similar platforms). • Experience supporting customers through phone, chat, and digital channels. • Technical troubleshooting experience. • Reservation, order management, billing, or payment support experience.

🏖️ 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.