Job Description

Peak Support, a rapidly growing outsourcing and consulting firm serving some of today’s most innovative companies, is seeking an Email Support Agent to join our team and work on a high-growth account.

As an Email Support Agent, you will work with members of a large social media platform to enforce community guidelines. Your role is vital to ensuring that the platform remains safe and welcoming to all users. This social media platform is made up of smaller communities that are uniquely affected by our current climate, and the ideal candidate would be educated and knowledgeable on current news.

If you are skilled at community moderation, have prior email experience and enjoy staying up to date with current events, we want to hear from you! Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we now have approximately 1300 team members in the Philippines and the U.S. You can review our mission, vision, and core values here: https://www.peaksupport.io/about/.

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. You can read our response letter about Black Lives Matter here: https://tinyurl.com/yxl6srpd. 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.

RESPONSIBILITIES:

• Respond to contacts from members in a timely and constructive manner via email
• Review member reported content and review for policy compliance
• Provide exemplary professional customer service
• Interpret and enforce community standards and policies
• Educate members on community guidelines
• Stay knowledgeable and up to date on all current events

REQUIREMENTS:

• High level of empathy and compassion
• Ability to generally remain composed and productive when dealing with long-term exposure to content that may be offensive, discriminatory, and/or disturbing
• Prior experience in a Customer Support / moderation environment
• Experience in Email support
• Excellent communication skills
• Adept at dealing with ambiguity and using advanced judgment, negotiation, and creative problem-solving skills to resolve customer issues
• Experience with positioning sensitive issues and handling escalations through to resolution
• Reading comprehension to identify user issues in email and anticipate additional questions

Company Description

Peak Support is a rapidly growing customer service and business process outsourcing firm. We are dedicated to providing exceptional support to some of the most exciting and fastest-growing companies in the U.S. We are a team of extreme professionals. We show up, dive in, and stay it for the clients we serve and for our fellow team members, who inspire us every day. We are also committed to providing our team members with competitive compensation and benefits, exceptional professional growth opportunities, and work-life balance.