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Customer service outsourcing for high-growth companies

Client Services Associate - Remote

$60k – $90k
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Peak Support, a rapidly growing outsourcing and consulting firm serving some of today’s most innovative companies, is seeking a Client Services Associate to join our team.

Peak Support manages customer service and back office teams for high-growth companies. Founded in 2015, we now have more than 200 team members in the Philippines and the U.S.

This role is primarily focused on ensuring the success and growth of client accounts. The Client Services Associate will play a key role in building out the client services function at Peak Support, as well as influencing the direction and growth of the company as a whole.

This is an ideal role for someone who wants autonomy but also wants to work as part of a team; who wants to work in a high-performance culture but also values work-life balance; who wants to work in the startup/innovation world but also wants the stability of working for a profitable company with a proven business model. You can review our mission, vision and core values at https://www.peaksupport.io/about/

We are based in Cambridge, Mass. but the candidate could work remotely from anywhere in the U.S., as long as they are able to travel (typically monthly) to meet clients and/or connect with the rest of the Peak team.

To apply, include a cover letter explaining why you are interested in the role. You may also want to review our job application tips at http://bit.ly/2uhE24L.

ABOUT 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-imaging themselves. We onboard a small number of clients each year because our goal is to serve companies we deeply believe in and be an integral part of their growth.

We have also been profitable from day one and we are proud that nearly 100% of our clients have come from referrals, meaning that our growth to this point has required very little investment in sales or marketing.

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 committed to creating a diverse, equitable and inclusive company. We value applicants who share this commitment. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

RESPONSIBILITIES

Responsibilities include:

-Serve as the key point of contact for clients, eventually managing 8-10 accounts
-Ensure the team lead for each account has resources they need to succeed
-Identify and execute on opportunities for growth or improvement within accounts
-Analyze data to ensure we are meeting our performance commitments to our clients. If the team slips, work with the team lead to understand how to get back on track
-Attend conferences and events to build relationships with potential customers
-Work with the team to hold sales calls
-Additional projects as needed

CANDIDATE QUALIFICATIONS

The ideal candidate has 3-5 years of experience with customer service operations, sales, client services, or account management. The person should be an exceptional communicator; good with data; excited about joining a growing company; and aligned with Peak Support’s core values.

Specific qualifications include:

-Exceptional communication skills (written and verbal)
-Ability to develop and manage relationships with clients
-Moderate to advanced aptitude for Excel & data analysis
-Ability to look at data and identify issues, errors, and trends
-Desirable: Proven ability to use data to diagnose and solve operational problems
-Desirable: Experience scaling customer service teams
-Desirable: Management experience

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