Technical Support Representative

With over $3 billion in bookings of experiences, the Peek.com platform 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 from Newsweek with their Future of Travel award . And the accolades don't stop there! We're ecstatic to announce our #14 ranking on the a16z Marketplace 100 for 2023!

The Role

Peek is hiring a friendly, passionate, and self-motivated Partner Support Representative to help our activity partners grow their businesses using Peek’s 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 skills. The Partner Support Associate will 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. This full-time role is entirely remote and will report to a Team Lead in the United States.

Our collaborative and rapidly evolving team will rely on the Associate to make our partners’ day by solving issues completely, quickly, and correctly.

Responsibilities

• Follow-up and see through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests, while maintaining a high customer satisfaction rating.

• Craft informative, timely, and instructional messages in response to product- and tech-related queries.

• Active participant in team meetings and in assisting other colleagues across the company.

• Represent the voice of our customers internally at Peek by sharing customer feedback using Zendesk processes.

• Learn Peek’s rapidly evolving products; contribute suggestions from your built experience on updating our Helpdesk and templates to keep pace with these changes.

• Meet monthly Items per month, CSat and QA minimums and develop consistent performance.

Skills you already have

• 2+ years of experience in customer service and/or technical support

• Full-time availability; Ability to work 5 consecutive days (possible schedule to include 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, partner’s account, or business. 

• Consistent and dependable WiFi in a personal workspace that allows for distraction-free environment.

Nice to haves

• Spanish language fluency

• Interest in the travel/tourism industry

• Experience working within ZenDesk or other support tooling

• Experience working with Salesforce, JIRA, Slack, and/or G-Suite

Compensation

• Mex$ 20.400 gross monthly salary

• Health Coverage through Allianz

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.

Perks & Benefits

Peek invests in our employee’s health and well-being. We’ve built our benefits package around our Peekster’s needs including full health care, dental, and vision plans, paid parental leave, company recharge at the end of the year, and competitive compensation packages that include significant equity upside that allows you to share in Peek’s long-term success.

This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data. Beginning on July 1, you may locate and view the UnitedHealthcare MRFs on the UnitedHealthcare public site by going to transparency-in-coverage.uhc.com.

Peek Travel Inc. is an equal-opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to apply because of incompatible assistive technology or a disability, please contact us at [email protected].  We will make every effort to respond to your request for disability assistance as soon as possible.