Peak Support

Oversee and optimize a phone-based customer support team, develop workflows, and ensure high-quality service. | Proven experience in managing customer support teams, strong communication skills, and ability to build processes from scratch. | Description: We are looking for a highly skilled and people-focused Team Leader to oversee a growing customer support team. This role plays a critical part in building and managing the company’s first-ever phone support function, ensuring exceptional service delivery, operational stability, and a compassionate customer experience. The ideal candidate is experienced in managing phone-based customer support, comfortable operating without historical call volume data, and able to build structure, processes, and forecasting models from the ground up. Work Hours: Monday–Friday, 9:00 AM–5:00 PM EST Support Channels: Primary – Phone; Secondary – Email Tech Stack: Aircall, Shopify, HelpScout Key Responsibilities Team Leadership & Operations • Lead, mentor, and manage a team of customer support agents handling primarily phone support, with email support as needed. • Develop scheduling strategies and staffing plans despite limited historical data by monitoring trends, call behaviors, and real-time volume. • Oversee the successful implementation and optimization of the Aircall phone system. • Maintain high-quality service standards tailored to customers who may need extra patience, clarity, and guidance. Customer Support Excellence • Ensure that agents can confidently assist customers with: • Placing orders over the phone • Answering product and sizing questions • Payment and online ordering support • Questions or follow-ups for existing orders • Monitor communication quality across phone and email interactions. • Handle escalations, complex customer concerns, or sensitive situations with professionalism and empathy. Process & Knowledge Management • Create and refine workflows, scripts, and process documentation suitable for customers. • Oversee updates to the knowledge base and internal training materials. • Identify gaps in tools, processes, or information and propose solutions. Performance & Reporting • Track team performance metrics, quality scores, customer sentiment, and operational KPIs. • Provide insights on call volume, emerging customer issues, and team productivity. • Deliver regular reports and recommendations for improvement to leadership. Cross-functional Collaboration • Partner with Product, Operations, and eCommerce teams to surface customer insights, sizing/product confusion trends, and common payment obstacles. • Support special projects, data entry, and other operational tasks when call volume is low. Requirements: • Proven experience leading a customer service or call center team, ideally in a phone-heavy environment. • Strong understanding of customer support operations, including queue management, scheduling, and forecasting. • Excellent English communication skills—both written and verbal. • Exceptional empathy, patience, and ability to support customers with kindness and clarity. • Experience using Aircall, Shopify, and HelpScout is highly preferred. • Ability to build structure and processes in a fast-evolving, low-data environment. • High attention to detail, strong problem-solving skills, and ability to stay calm under pressure. Success Indicators • High customer satisfaction and trust. • A smoothly functioning phone support team with strong quality scores. • Improved operational visibility through accurate reporting and forecasting. • Well-trained, confident agents who deliver consistent service excellence. • Efficient workflows, documentation, and knowledge resources supporting daily operations. Peak Support and our Work-from-Home PLUS model At Peak Support, 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. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. 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.

Oversee and optimize customer support team performance, develop workflows, and partner with cross-functional teams to improve customer experience. | Proven leadership in customer service or call center environments, strong communication skills, experience with relevant tools, and ability to build processes in a low-data environment. | Job Description: • Oversee a growing customer support team • Lead, mentor, and manage a team of customer support agents handling primarily phone support • Develop scheduling strategies and staffing plans despite limited historical data by monitoring trends, call behaviors, and real-time volume • Oversee the successful implementation and optimization of the Aircall phone system • Monitor communication quality across phone and email interactions • Handle escalations, complex customer concerns, or sensitive situations with professionalism and empathy • Create and refine workflows, scripts, and process documentation suitable for customers • Track team performance metrics, quality scores, customer sentiment, and operational KPIs • Partner with Product, Operations, and eCommerce teams to surface customer insights Requirements: • Proven experience leading a customer service or call center team, ideally in a phone-heavy environment. • Strong understanding of customer support operations, including queue management, scheduling, and forecasting. • Excellent English communication skills—both written and verbal. • Exceptional empathy, patience, and ability to support customers with kindness and clarity. • Experience using Aircall, Shopify, and HelpScout is highly preferred. • Ability to build structure and processes in a fast-evolving, low-data environment. • High attention to detail, strong problem-solving skills, and ability to stay calm under pressure. Benefits: • Positive, encouraging and performance-driven culture • Ability to work from home • Opportunities for growth

Handling customer inquiries via multiple channels, ensuring high-quality service, and maintaining detailed records. | 1-2 years of customer service experience, strong communication, technical aptitude, and adaptability. | Description Are you passionate about delivering exceptional customer service and ready to grow your career with a company that truly values its people? Peak Support is looking for talented Customer Service Associates with e-commerce or retail background to join our team in the Philippines! We're Looking For Individuals With • Proven experience in customer service, preferably in a BPO setting • Strong oral and written communication skills • Versatility in managing inquiries via email, chat, phone, and other platforms • Adaptability and ability to thrive in fast-paced environments • Flexibility to work in voice, non-voice, or blended programs • Proficiency in Microsoft Office applications, with at least average skills in MS Excel • High attention to detail and strong organizational skills • Analytical thinking and problem-solving abilities, with some technical aptitude • Ability to work independently and reliably with minimal supervision • Commitment to completing all required initial training • Willingness to work on shifting schedules, including weekends and holidays Requirements To be successful, you must possess the following: • Experience: 1–2 years of customer service experience is required. • Exceptional attention to detail and accuracy. • Ability to perform repetitive tasks while maintaining focus and consistency. • Strong problem-solving skills and the ability to approach issues with a solution-oriented mindset. • Adaptability to evolving procedures and processes. • Excellent communication skills, with the ability to convey technical concepts to non-technical audiences effectively. • Empathy and patience in handling customer inquiries and concerns. Peak Support and our Work-from-Home PLUS model At Peak Support, 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. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. 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.

Leading and managing customer service teams, analyzing performance data, and ensuring service quality according to client standards. | The role requires prior tax experience, team leadership skills, proficiency in Excel and Google Sheets, and the ability to work flexible hours, which do not match your profile. | Description: Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking 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. 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 in our first five years, we grew entirely through client 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 we can, we get together in person. We believe that building offline relationships is critical to successful online work. We’re looking for individuals who: • 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. What you'll do: • 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, manage and review reports to understand the performance of all team members (Attendance, Client KPIs, and any internal Metrics). • Comfortably talk about the numbers during business reviews with the clients or with the Peak Support Leaders. • Send end of day/end of week reports. • Monitor team attendance on a daily basis. • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed. • Create and maximize relationships with client partners. • Create a positive work environment through member engagement; resolve member relation issues in a professional and timely manner. • 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 adjust meet changing requirements. • Update the leadership team on any issues/updates about the accounts. • Ad hoc tasks as required. Requirements: This is a seasonal position looking to be filled from December 2025 - April 2026. This person MUST be able to work weekends and possible evening shifts.

Lead and manage an off-hours support team, oversee triaging and escalation of customer inquiries, and optimize support processes. | Experience in technical support leadership, excellent communication skills, familiarity with SaaS tools like Zendesk and Slack, and a customer-first mindset. | Description We are looking for an experienced and proactive leader to oversee our Off-Hours Product Support team. This role is ideal for someone who is highly detail-oriented, an exceptional communicator, and skilled at guiding teams through fast-paced customer support environments. As the Off-Hours Support Team Lead, you will ensure that every customer inquiry received outside standard business hours is handled with urgency, accuracy, and professionalism. In this leadership role, you will manage team performance, optimize workflows, and serve as the primary escalation point for complex or critical issues. You will play an essential part in driving service quality, team engagement, and operational excellence across our support function. What You’ll Lead & Achieve • Lead, mentor, and coach a team of Off-Hours Support Analysts to ensure high performance, alignment, and engagement. • Oversee triaging of customer inquiries, ensuring accurate severity assessment and timely response. • Drive escalation management, particularly for Severity One issues, ensuring rapid internal escalation and clear communication to stakeholders. • Ensure quality and consistency in customer communications, including use of help center resources and recommended solutions. • Monitor team KPIs and SLAs, analyzing trends and implementing improvements to enhance customer experience. • Partner cross-functionally with Product, Engineering, and Customer Success teams to surface customer insights and recurring issues. • Own and refine off-hours support processes, documentation, and operational standards to optimize efficiency. • Provide regular reporting on team performance, volume trends, and escalation metrics. Attributes of a Great Team Lead Candidate • Background in technology or B2B SaaS, with strong familiarity in customer-facing technical support environments. • Proven leadership experience—leading teams, coaching individuals, and driving accountability. • Excellent communication skills, with the ability to model and teach customer-centric communication practices. • Strong sense of urgency and the ability to guide the team through high-pressure or time-sensitive situations. • Problem-solver mindset, with the ability to assess issues quickly, make decisions, and provide clear direction. • Customer-first approach, consistently advocating for customer needs while balancing internal processes. Peak Support and our Work-from-Home PLUS model At Peak Support, 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. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. 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. Requirements Attributes of a great candidate: • Experience in the technology industry or a B2B SaaS startup environment preferred • You are a skillful communicator, and recognize the opportunity for every interaction to be a • positive one • You always have the customer’s needs in mind and always act with a sense of urgency • Experience with some of the key software utilized by customer-facing groups: • Zendesk or equivalent ticketing system Slack, Google Workspace or equivalent productivity tools • Preferably with SaaS or Tech knowledge

Provide customer support by triaging inquiries, escalating urgent issues, and assisting with help center resources. | Experience in SaaS or tech support, excellent communication skills, familiarity with customer support tools, and a customer-centric attitude. | Description This role is a great fit for someone who is detail-oriented, passionate about communication, and adept at navigating customer inquiries. We are looking for a savvy communicator to join our growing Product Support team. In the role of Off Hours Support Analyst, you will have a direct impact on the business by ensuring our customers receive a prompt reply to all inquiries during our off hours. You’ll need to be able to quickly assess customer inquiries and triage them based on our defined severity levels. For inquiries that are most urgent, Severity One issues, you will need to be able to act with a sense of urgency to escalate those internally. Equally important, you’ll need to use your exceptional communication skills to provide assistance to customers using our help center resources. What You’d Achieve Provide excellent support to customers by triaging customer inquiries, escalating urgent requests and providing appropriate help center articles. Requirements Attributes of a great candidate: • Experience in the technology industry or a B2B SaaS startup environment preferred • You are a skillful communicator, and recognize the opportunity for every interaction to be a • positive one • You always have the customer’s needs in mind and always act with a sense of urgency • Experience with some of the key software utilized by customer-facing groups: • Zendesk or equivalent ticketing system Slack, Google Workspace or equivalent productivity tools • Preferably with SaaS or Tech knowledge Peak Support and our Work-from-Home PLUS model At Peak Support, 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. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. 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.

Triaging customer inquiries, escalating urgent issues, and providing help center support. | Experience in customer support, proficiency with SaaS tools like Zendesk, Slack, Google Workspace, and excellent communication skills. | Description This role is a great fit for someone who is detail-oriented, passionate about communication, and adept at navigating customer inquiries. We are looking for a savvy communicator to join our growing Product Support team. In the role of Off Hours Support Analyst, you will have a direct impact on the business by ensuring our customers receive a prompt reply to all inquiries during our off hours. You’ll need to be able to quickly assess customer inquiries and triage them based on our defined severity levels. For inquiries that are most urgent, Severity One issues, you will need to be able to act with a sense of urgency to escalate those internally. Equally important, you’ll need to use your exceptional communication skills to provide assistance to customers using our help center resources. What You’d Achieve Provide excellent support to customers by triaging customer inquiries, escalating urgent requests and providing appropriate help center articles. Requirements Attributes of a great candidate: • Experience in the technology industry or a B2B SaaS startup environment preferred • You are a skillful communicator, and recognize the opportunity for every interaction to be a • positive one • You always have the customer’s needs in mind and always act with a sense of urgency • Experience with some of the key software utilized by customer-facing groups: • Zendesk or equivalent ticketing system Slack, Google Workspace or equivalent productivity tools • Preferably with SaaS or Tech knowledge Peak Support and our Work-from-Home PLUS model At Peak Support, 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. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. 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.

Manage high-risk, sensitive member cases via phone and email, providing empathetic and professional support, and thoroughly documenting interactions. | Experience in escalation-level support, strong communication skills, discretion, and ability to work independently in a remote setting. | Description About the Role We are seeking an experienced and emotionally intelligent Escalation Tier 2 Support Specialist to manage high-risk, complex, and sensitive member cases via phone and email channels. This role serves as a second-level escalation point and requires excellent verbal and written communication, sound judgment, and the ability to navigate nuanced, emotionally charged conversations in real time. The ideal candidate is confident in handling live phone conversations, skilled in professional email communication, and comfortable addressing matters that may involve legal, medical, political, or reputational considerations. Key Responsibilities • Handle escalated member cases via phone and email channels • Conduct live phone conversations for sensitive or high-impact situations requiring real-time resolution • Respond to member emails involving complex, sensitive, or high-risk issues • Manage cases involving suspicious or inappropriate carrier or driver behavior • Respond to inquiries from industry experts, including physicians, nutritionists, and food safety professionals • Address legal-related communications, including BBB complaints, bank disputes, threatening reviews, and potential legal actions • Respond to politically sensitive, religious, or international affairs–related questions in alignment with company policies • Investigate and respond to spoofed or phishing emails impersonating the brand • Manage member cases involving hospitalization or medical bill reimbursement requests • De-escalate emotionally charged situations with empathy and professionalism • Document all phone and email interactions thoroughly and accurately • Collaborate with internal teams to resolve complex issues efficiently Requirements What We’re Looking For: • Candidates based in Toronto, Canada are highly preferred • Experience in Tier 2 or escalation-level member support, trust & safety, or risk-related roles • Strong phone presence with the ability to communicate calmly and clearly during sensitive calls • Excellent written communication skills for professional email correspondence • Sound judgment and discretion when handling sensitive or confidential matters • Ability to remain composed and empathetic under pressure • Strong documentation and organizational skills • Comfortable working independently in a remote environment • Availability to work Wednesday through Sunday, 12pm–8pm EST Peak Support and our Work-from-Home PLUS model At Peak Support, 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. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. 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.

Manage back-office porting operations with accuracy, resolve porting issues, communicate technical processes clearly to customers, and handle occasional phone communications. | 1-2 years customer support experience, strong communication and problem-solving skills, attention to detail, adaptability, and ability to explain technical concepts to non-technical audiences. | Description We are looking for an intelligent, confident, and approachable individual to join our team as a Customer Support - Porting Representative. In this role, you will become an expert in back-office porting operations, meticulously manage data and processes, and communicate effectively with customers to guide them through complex porting procedures. Your instructional tone and problem-solving skills will ensure a seamless experience for our customers. Key Responsibilities • Become proficient in all aspects of back-office porting operations, ensuring accuracy and efficiency. • Handle repetitive data entry tasks with a meticulous focus on detail and organization. • Troubleshoot and resolve porting-related issues, zooming out to view problems from multiple perspectives when needed. • Follow established procedures and processes closely while adapting to updates or changes effectively. • Clearly explain complex technical processes to customers in a way that is easy to understand. • Adjust communication style and instructions when needed to ensure customer comprehension and satisfaction. • Proactively seek assistance from team members or supervisors when faced with challenges that cannot be immediately resolved. • Handle customer communications over the phone from time to time to provide updates or address concerns (not 100% of the time). Requirements Qualifications: • Experience: 1–2 years of related experience, ideally handling porting tasks or similar responsibilities. • Previous experience in customer support or a similar role is required. • Exceptional attention to detail and accuracy. • Ability to perform repetitive tasks while maintaining focus and consistency. • Strong problem-solving skills and the ability to approach issues with a solution-oriented mindset. • Adaptability to evolving procedures and processes. • Excellent communication skills, with the ability to convey technical concepts to non-technical audiences effectively. • Empathy and patience in handling customer inquiries and concerns. What We’re Looking For • A natural problem solver who thrives on challenges. • Someone who understands when to escalate issues and collaborate to find solutions. • A confident communicator who embodies the project’s voice and tone: intelligent, confident, approachable, and instructional. 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 we can, we get together in person. We believe that building offline relationships is critical to successful online work.

Lead design and implementation of training programs, collaborate with HR and operations, manage trainers, and promote continuous learning in a remote BPO environment. | 3+ years managerial or 5+ years supervisory experience in L&D within BPO, expertise in instructional design and adult learning, collaboration skills, proficiency with LMS and e-learning tools, and remote training facilitation. | Description We are seeking a highly experienced Learning and Development Training Manager with a strong background in instructional design and corporate training within the BPO industry. This role requires strategic leadership, cross-functional collaboration, and a passion for upskilling and employee development. What You'll Do • Lead the design, development, and implementation of training programs tailored to BPO operations. • Collaborate closely with HR, Recruitment, and other departments to align training initiatives with organizational goals. • Conduct training needs analysis and develop learning strategies that support performance improvement and career growth. • Oversee the creation of instructional materials, e-learning modules, and blended learning solutions. • Monitor and evaluate training effectiveness using data-driven methods and feedback mechanisms. • Manage a team of trainers and instructional designers, providing coaching and performance oversight. • Champion a culture of continuous learning and professional development across the organization. Peak Support and our Work-from-Home PLUS model At Peak Support, 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. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. 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. Requirements We're looking for individuals with: • At least 3 years of experience in a managerial role or 5 years in a supervisory role in Learning and Development within the BPO industry. • Proven expertise in instructional design, adult learning principles, and training program development. • Strong collaboration skills with HR, Recruitment, and Operations teams. • Experience in corporate training, leadership development, and upskilling initiatives. • Excellent communication and presentation skills. • Proficiency in tools such as MS PowerPoint, LMS platforms, and e-learning authoring tools. • Ability to analyze training data and report on learning outcomes. • Familiarity with remote training delivery and virtual facilitation best practices.