Peak Support, a rapidly growing outsourcing firm serving some of today’s most innovative companies, is seeking exceptional Team Lead 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 1,100 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. . 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.
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.
You Will:
- 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 and 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 processProject 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.
Job Type: Full-time
Pay: $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Holidays
- Weekend availability
Experience:
- Customer Support & Client Services Managers: 1 year (Preferred)
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Preferred)
Work Location: Remote
