Seasonal Team Leader - Customer Service Representative

Seasonal Team Leader - Customer Service Representative

Join to apply for the Seasonal Team Leader - Customer Service Representative role at Peak Support.

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking a Seasonal Team Leader - Customer Service Representative to join our team in the U.S. Peak Support manages customer service and back‑office teams for high‑growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S.

Peak Support is dedicated to providing exceptional service to our clients and an exceptional work environment for our team members. Our clients range from early‑stage startups with fewer than five employees to unicorns with valuations well over $1 billion to established companies re‑imagining themselves. We have been profitable from day one and are proud that we grew entirely through client referrals.

Peak Support is 100% remote; we built a culture and processes that support remote team success. When possible, we meet in person to build offline relationships critical for online work.

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.

• 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.

• 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,…