About the Role
Partner Support Representative
Location
Remote
Type
Full time
Department
CS Support
With over $3 billion in bookings of experiences, thePeek.complatform combines powerful business software with an award-winning marketplace for consumers to book fun things to do like wine tours, watersports, skydiving, art classes, and more.
The Peek Pro software suite provides world-class online booking, point-of-sale, and hundreds of automation tools such as inventory management, dynamic pricing, waivers, and marketing analytics. Thousands of operators like the Museum of Ice Cream, Artechouse, and Jam NOLA have grown their businesses and automated their operations with our technology.
Peek follows a remote-first philosophy, with our team of over 250 Peeksters distributed across exciting locales such as San Francisco, New York, Austin, Nashville, Salt Lake City, Santiago, Medellin, and beyond. Having secured funding exceeding $100 million from esteemed backers like Westcap and Goldman Sachs, we continue our mission to connect the world through experiences.
PS: In 2021, Peek was not only recognized with a coveted position on Forbes America’s Best Startups Employer list but also celebrated an honor fromNewsweek with their Future of Travelaward . And the accolades don’t stop there! We’re ecstatic to announce our #14 ranking on the a16z Marketplace 100 for 2023!
Peek is hiring a friendly, passionate, and self-motivated Partner Support Representative to help our activity partners grow their businesses using Peeks SaaS platform PeekPro. The Partner Support Representative acts as the first line of defense for product questions and technical troubleshooting.
The ideal candidate adapts well to a fast-paced environment, provides a high degree of professional responsiveness and follow-up to our existing and potential partners, and demonstrates strong problem-solving. This full-time role is entirely remote. Regular weekend hours may be required based on shift schedule. Our collaborative and rapidly evolving team will rely on the Associate to make our partners day by solving issues completely, quickly, and correctly.
Our Customer Support team is available during the following hours: Mon – Fri 8 am to 11 pm; Saturday 9 am to 8 pm; Sunday 10 am to 8 pm (All Times are Eastern Time). A 5 day schedule will be assigned after training.
Responsibilities
- Follow-up and see-through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests.
- Author informative and thorough how-to messages using excellent communication skills to maintain a high CSat.
- Represent the voice of our customers internally at Peek by sharing customer feedback using Zendesk processes.
- Learn Peeks rapidly evolving products; contribute suggestions from your built experience on updating our Helpdesk and templates to keep pace with these changes.
- Work in unison with other Support team members, as well as provide information reviewed by our Product and Engineering teams as they work to improve PeekPro.
Skills you already have
- 2+ years of experience in customer service and/or technical support
- Must be able to work at least one weekend day
- Excellent English written, oral, and interpersonal communication skills (minimum 50 WPM on typing exam)
- Natural enthusiasm for helping people solve technical problems
- Patience and ability to troubleshoot and teach new software to non-tech savvy operator partners.
- Ability to work in a dynamic environment without skipping a beat.
- Must be punctual and reliable.
- Strong deductive reasoning skills, with an ability to uproot the cause of a reported issue.
- Discretion in handling potentially sensitive information about a partner, partners account, or business.
Nice to haves
- Interest in the travel/tourism industry
- Experience working within ZenDesk or other support tooling
- Experience working with Salesforce, JIRA, Slack and/or G-Suite
- Experience in a similar role