Peak Support

Ecommerce

• Assist customers with placing orders over the phone
• Provide clear information about products, sizing, and availability
• Support customers with payment concerns and website navigation
• Handle inquiries related to existing orders
• Perform supplemental tasks during low call volumes

E-Commerce Customer Support Representative

Customer Support

• Seeking a Bilingual Customer Service Associate (Malagasy) to join our team
• Provide exceptional customer support via email, chat, and phone
• Collaborate with teammates to achieve corporate and client goals

Bilingual Customer Service Associate – Malagasy

• Oversee a growing customer support team
• Lead, mentor, and manage a team of customer support agents handling primarily phone support
• 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
• 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
• Track team performance metrics, quality scores, customer sentiment, and operational KPIs
• Partner with Product, Operations, and eCommerce teams to surface customer insights

Team Leader – Customer Support, Phone & Email

• Lead, coach, and motivate a team to meet and exceed performance targets
• Oversee customer interactions via phone, email, live chat, and back-office channels
• Resolve escalated issues related to orders, promotions, product quality, shipping, and refunds
• Monitor KPIs such as CSAT, QA scores, and adherence to processes
• Collaborate with internal teams to identify and implement process improvements
• Ensure accurate documentation and timely reporting of team performance

Customer Care Team Leader

Accountant

• Maintain accurate financial records
• Manage accounts payable operations
• Support month-end close activities
• Process vendor invoices and employee expense reports
• Ensure accuracy and compliance with company policies
• Execute timely vendor payments and maintain strong vendor relationships
• Perform monthly vendor reconciliations and resolve discrepancies
• Monitor AP aging reports and follow up on outstanding items
• Maintain organized AP filing system and documentation
• Perform daily accounting transactions in QuickBooks Online (QBO)
• Reconcile bank accounts, credit cards, and other balance sheet accounts monthly
• Record journal entries for accruals, prepayments, and reclassifications
• Maintain accurate and organized general ledger accounts
• Assist with monthly close process and ensure deadlines are met
• Prepare account reconciliations and supporting schedules
• Review financial data for accuracy and completeness
• Identify and investigate variances or unusual transactions
• Support preparation of financial reports in Tableau
• Ensure compliance with US GAAP principles
• Assist with annual audit preparations
• Support tax preparation and insurance renewal processes
• Identify opportunities to streamline accounting processes
• Document procedures and maintain internal controls
• Work closely with the Controller and finance team members
• Coordinate with operations team on customer billing and contract alignment
• Assist with onboarding new customers into accounting systems
• Respond to internal inquiries regarding financial matters

Staff Accountant

Manager

• Directly manage the scheduling, forecasting, and reporting functions
• Ensure service level agreements across all projects are met or exceeded
• Develop, implement, and maintain effective workforce management strategies
• Forecast workload and staffing needs
• Create and manage scheduling plans
• Monitor, analyze and report on key performance metrics
• Provide coaching and training to staff
• Manage employee performance, attendance, and adherence

E-Commerce Customer Support Representative

Bilingual Customer Service Associate – Malagasy

Team Leader – Customer Support, Phone & Email

Customer Care Team Leader

Staff Accountant

Workforce Manager