Peak Support

Compensation

Full Description

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