Peak Support

Customer Success Manager

• Establish and maintain a governance model for multiple client accounts within the assigned portfolio.
• Lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company and client goals.
• Oversee staffing, production and process improvement efforts, and program financials to ensure key objectives are met.
• Ensure Peak Support’s policies, and procedures, as well as the clients, are followed.
• Work alongside multiple individuals in preparing weekly, monthly, and quarterly business reviews and presenting the data to the client.
• Conduct business reviews with Clients and Peak Support Executives (Weekly, Monthly, Quarterly) to evaluate historical trends and ensures that action plans are integrated into the process improvement initiatives.
• Evaluate the performance of each client and partners with support members and the Cabinet (WFM Training, Quality Assurance, and Business Analytics) to implement glidepaths or cure plans for any underperforming metric or task.
• Create strategic plans for process improvements, headcount planning, and other account-specific requirements.
• Partner with the Client Success Executive to identify opportunities for new business with existing clients and account growth.
• Remain engaged with the IT and Technology team to ensure that all tools are running efficiently (internal and client-side) and that security and compliance measures are being followed.
• Help in promoting team engagement through planning, coordinating, communicating, and participating in engagement, rewards and recognition activities.
• Responsible for the performance, growth, and development of all direct reports (Team Leads, Training, and Quality and other roles required to promote overall account performance).

Client Success Manager

Customer Support

• Deliver timely, accurate, and high-quality support to members through live chat, email, ticketing systems, messaging platforms, social media, and phone channels
• Utilize internal tools, systems, and knowledge resources to efficiently investigate issues and provide effective resolutions
• Guide members through the platform and benefits offerings with confidence and expertise
• Identify customer trends, recurring issues, and process improvement opportunities, and share insights with relevant teams
• Escalate complex concerns appropriately while advocating for the best possible member experience
• Maintain clear, professional, and empathetic communication throughout every customer interaction
• Demonstrate patience, positivity, and professionalism while handling inquiries and resolving concerns
• Collaborate with teammates and cross-functional partners to improve support processes, documentation, and member journeys
• Effectively manage priorities and performance expectations in a fast-paced environment
• Serve as a brand ambassador by representing the client’s values in every customer and team interaction
• Adapt to evolving tools, workflows, and business priorities in a growing global organization
• Maintain flexibility with work schedules, including potential shift adjustments and occasional weekend coverage to support a global customer base

Customer Support Specialist

• Deliver timely, accurate, and high-quality support to members through live chat, email, ticketing systems, messaging platforms, social media, and phone channels
• Utilize internal tools, systems, and knowledge resources to efficiently investigate issues and provide effective resolutions
• Guide members through the platform and benefits offerings with confidence and expertise
• Identify customer trends, recurring issues, and process improvement opportunities, and share insights with relevant teams
• Escalate complex concerns appropriately while advocating for the best possible member experience
• Maintain clear, professional, and empathetic communication throughout every customer interaction
• Demonstrate patience, positivity, and professionalism while handling inquiries and resolving concerns
• Collaborate with teammates and cross-functional partners to improve support processes, documentation, and member journeys
• Effectively manage priorities and performance expectations in a fast-paced environment
• Serve as a brand ambassador by representing the client’s values in every customer and team interaction
• Adapt to evolving tools, workflows, and business priorities in a growing global organization.
• Maintain flexibility with work schedules, including potential shift adjustments and occasional weekend coverage.

System Administrator

• Manage endpoint and server patch management for MacOS and Windows computers, as well as Windows and Linux servers.
• Utilize PowerShell scripting for automation and management tasks.
• Administer Microsoft Entra (Azure Active Directory) and Microsoft 365, including user management and configuration.
• Build virtual machines, manage Azure resources, and configure policies and profiles.
• Hands on design and implementation of user and device policy using Microsoft Entra.
• Patch and deploy desktop applications using Microsoft Intune.
• Deploy policies and restrictions to ensure security and compliance.
• Collaborate with IT management to define overall desktop management strategy and support requirements.
• Integrate best practices and emerging technologies such as VDI, thin client technology, and enterprise mobility management.
• Oversee asset lifecycle management, including inventory management, asset refresh, reporting, and audit.
• Serve as an escalation point for 3rd party helpdesk and internal staff regarding desktop and service desk issues.

• Maintain current clients and grow customer base
• Keep accurate correspondence records and update client details
• Provide process improvement recommendations
• Establish and maintain a governance model for client accounts
• Oversee staffing, production, and process improvement efforts
• Conduct business reviews and present data to clients
• Evaluate client performance and implement plans for improvement
• Partner with Client Success Executive for account growth

Human Resources

• Align HR practices with organizational goals
• Act as a liaison between employees and leadership
• Provide day-to-day HR support
• Contribute to strategic initiatives for employee experience and engagement
• Build strong relationships with managers for operational needs
• Support execution of performance management processes
• Assist in implementation of engagement programs and surveys
• Track and analyze HR metrics and provide insights

HRBP Generalist

Analyst

• Manage tasks within the Microsoft 365 Admin Center and Azure AD, including user account creation, modification, and deactivation; group management; security configurations; and access control
• Provide technical support and troubleshooting for end-user hardware and software issues, including laptops and peripheral devices
• Respond promptly to user inquiries, diagnose and resolve technical issues efficiently, and escalate complex problems to the appropriate teams when necessary
• Process user onboarding and offboarding, ensuring proper account provisioning, access management, and equipment support
• Provide end-to-end support during high-priority incidents or outages to ensure timely resolution and minimal business disruption
• Deliver immediate technical assistance for VIPs or executive users when required
• Assist users with software installations, updates, and configuration settings, ensuring compatibility and compliance with organizational policies
• Collaborate with cross-functional teams to implement and maintain IT infrastructure, including network connectivity, email systems, and security measures
• Perform routine system maintenance, including monitoring system performance, applying security patches, and coordinating software updates
• Assist in responding to security incidents and vulnerability management tasks to ensure risks are promptly mitigated and reported to the appropriate teams
• Create and maintain accurate documentation of IT procedures, user guides, and knowledge base articles to support self-service resources
• Liaise with external vendors and service providers to coordinate support and troubleshoot issues when necessary
• Handle ad hoc tasks, projects, and assignments as directed by IT Operations management
• Perform other duties as assigned by management.

IT Service Desk Analyst

Business Analyst

• Conduct business process analysis to identify improvement opportunities and optimize workflows
• Gather, document, and manage business and functional requirements
• Design and develop interactive dashboards and reports to support data-driven decisions
• Prepare and deliver business case presentations to stakeholders
• Translate complex data into clear insights for both technical and non-technical audiences
• Collaborate with cross-functional teams to implement analytics solutions and process enhancements

• Deliver exceptional customer service
• Collaborate with peers, supervisors, and management to achieve goals
• Adapt to a changing work environment

Client Success Manager

Customer Support Specialist

Customer Support Specialist

System Administrator

Client Success Manager

HRBP Generalist

IT Service Desk Analyst

Business Analyst

Customer Service Associate