Seasonal Team Leader - Customer Service Representative

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. Apply tot his job