Peak Support · 3 days ago
Team Leader – Customer Support (Phone & Email) | US
United States
Full-time
Remote
Mid, Senior LevelPeak Support is a company focused on providing exceptional service to clients while offering a supportive work environment for its team members. They are seeking a Team Leader for their customer support team to oversee phone and email support, ensuring high-quality service delivery and operational stability.
Business DevelopmentCustomer ServiceOperating Systems
Responsibilities
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
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
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
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
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
Qualification
Required
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
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
Preferred
Experience using Aircall, Shopify, and HelpScout is highly preferred
Benefits
Exceptional work environment for our team members
Positive, encouraging and performance-driven culture
Tremendous opportunities for growth
Company
Peak Support
Peak Support provides customer service, sales operations, and business process outsourcing to high-growth companies.
Founded in 2015
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-09-18Acquired
Leadership Team
Jonathan Steiman
Founder & CEO
Hannah Steiman
Co-Founder & Head of Growth
Recent News
PR Newswire
2023-10-26
Company data provided by crunchbase