Job Description

Job Description

Job Description

Description:

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking Contract Customer Support Representative (Tax) T1 - Temporary 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.

About The Role

We are looking for a Contract Customer Support Representative (Tax) T1 - Temporary to provide a broad spectrum of support to our customers. You are the first line of defense, helping US taxpayers navigate through one of the most challenging times of the year. You will be responsible for providing world-class product support to our customer base, without providing tax advice. We help our customers navigate our app and provide resources to answer any questions via live chat and email.

This is a temporary position looking to be filled from January 2025 - April 2025 . This person MUST be able to work weekends and possible evening shifts.

What you’ll do:

• Answer customers' concerns in a quick and accurate manner via email and live chat, providing product support without tax advice.
• Participate in meetings and provide feedback.
• Expectation to cover evenings and weekends on a schedule within the tax season (January to April).

We're looking for candidates with:

• 3 years of experience in a customer-facing role, including proficiency with live chat and ticketing platforms.
• A strong ability to work within customer service metrics, such as CSAT (Customer Satisfaction) and First-Time Response SLAs (Service Level Agreements).
• Exceptional written communication skills, with the ability to guide customers through complex issues clearly and effectively—without providing tax advice.
• A proactive approach to sharing insights and suggestions on improving processes and enhancing customer experience.
• Prior tax experience—ideally having worked at a tax firm or possessing a strong understanding of federal and state tax regulations.
• Comfortable working with Personally Identifiable Information (PII) and Tax Return Information (TRI), maintaining the highest standards of confidentiality.
• Strong emotional intelligence, including the ability to self-regulate, demonstrate empathy, and be self-aware in customer interactions.
• Strategic judgment when making decisions, balancing immediate customer needs with long-term goals and organizational priorities.
• Outstanding verbal communication skills, including active listening and the ability to communicate information clearly and effectively.
• An authentic curiosity for who we are as a company and the future we are creating for the U.S. taxpayer.

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