Job Description

This program supports local businesses in growing and managing their online presence through e-commerce solutions. The team provides business owners with the tools and support they need to attract, serve, and retain online customers.

As a Customer Support Specialist, you’ll support business partners through phone, chat, and email, assisting with website functionality, order management, product inquiries, deliveries, and account implementation. You may also provide back-office support related to website management, content updates, and other e-commerce activities.

What You'll Do

• Provide timely, professional, and customer-focused support through phone, chat, and email.
• Assist customers and business partners with inquiries related to online orders, deliveries, accounts, and services.
• Actively listen to concerns, ask appropriate questions, identify the root cause, and provide accurate and effective solutions.
• Research and troubleshoot customer concerns using internal systems, tools, and available resources.
• Coordinate with internal teams and third-party delivery partners when additional assistance or escalation is required.
• Support delivery-related concerns, including order status, delivery issues, address updates, and other service requests.
• Accurately document customer interactions, actions taken, follow-ups, and resolutions.
• Manage multiple customer inquiries across phone, chat, and email while maintaining quality, accuracy, and responsiveness.
• Follow established processes and procedures while using sound judgment when handling unique or complex customer concerns.
• Identify recurring issues and share relevant customer feedback, trends, and insights with the appropriate teams.
• Maintain up-to-date knowledge of Promenade’s products, services, processes, and support tools.
• Meet established quality, productivity, accuracy, and customer experience expectations.
• Participate in training, coaching sessions, team meetings, and process updates to continuously improve performance.

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

What We're Looking For

• Customer service or support experience, preferably in e-commerce, retail, delivery, hospitality, or a similar environment.
• Strong verbal and written communication skills.
• Comfortable handling phone, chat, and email interactions.
• Strong active listening and problem-solving skills.
• Customer-focused, patient, and professional when handling challenging situations.
• Strong attention to detail and accuracy.
• Comfortable navigating multiple systems and learning new technology and processes.
• Able to manage multiple priorities in a fast-paced environment.
• Reliable, adaptable, and able to work independently while collaborating with a team.

Preferred Experience

The following are a plus but not required:

• E-commerce or online marketplace experience
• Order management or delivery support
• Multi-channel customer service experience
• Experience supporting phone, chat, and email
• Experience working with third-party delivery providers
• Experience supporting restaurants, retail, florists, liquor stores, butcher shops, or pet stores