Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Support
Date Posted
February 28, 2026
Full Job Description
đź“‹ Description
- • Join Peek Travel Inc., a trailblazer in the experiences industry, as a Technical Support Representative and become an integral part of our mission to empower businesses with our cutting-edge SaaS platform, PeekPro. Peek is the operating system that revolutionizes how museums, attractions, tours, and activities operate, having facilitated over $7 billion in bookings. Our AI-powered platform is designed to significantly boost merchant revenues, streamline operations, and elevate guest experiences, serving renowned clients like MoMA, the Whitney Museum, Seattle Aquarium, and Bryant Park. As a remote-first company, we pride ourselves on a culture that fosters innovation, customer obsession, and continuous improvement, recognized by Forbes as one of America's Best Startup Employers and by Built In as a 2025 and 2026 Best Place to Work.
- • In this pivotal role, you will be the primary point of contact for our valued activity partners, providing them with exceptional support as they navigate and leverage the PeekPro platform. You will be instrumental in ensuring our partners can maximize their business potential through our technology. This position demands a proactive, friendly, and self-motivated individual who thrives in a fast-paced, dynamic environment. Your ability to offer professional responsiveness, meticulous follow-up, and adept problem-solving will be key to your success and the success of our partners.
- • As a Technical Support Representative, you will be the first line of defense, addressing a wide range of product questions and technical challenges. You will work collaboratively with a dedicated Support team and liaise with our Product and Engineering departments, providing crucial insights gleaned from your direct interactions with partners. This is a full-time, entirely remote position, reporting to a Team Lead based in the United States. Your contributions will directly impact our partners' daily operations and their overall satisfaction with Peek.
- • Your core responsibilities will include:
- • Providing comprehensive follow-up and ensuring complete resolution for partner inquiries received through various channels, including phone calls, emails, and Helpdesk tickets. Your commitment to maintaining a high customer satisfaction rating is paramount.
- • Skillfully crafting clear, informative, and timely responses to product- and technology-related queries, ensuring partners understand solutions and next steps.
- • Actively participating in team meetings, sharing knowledge, and offering assistance to colleagues across different departments to foster a collaborative work environment.
- • Serving as the internal voice of our customers by diligently collecting and relaying customer feedback through established Zendesk processes, influencing product development and service improvements.
- • Committing to continuous learning of Peek’s rapidly evolving products and proactively contributing suggestions based on your hands-on experience to update our Helpdesk documentation and response templates, ensuring they remain current and effective.
- • Consistently meeting and exceeding monthly performance metrics, including items handled per month, Customer Satisfaction (CSat) scores, and Quality Assurance (QA) minimums, demonstrating a commitment to consistent, high-quality performance.
- • Developing a deep understanding of the PeekPro platform's functionalities, troubleshooting common issues, and guiding partners through complex technical processes with patience and clarity.
- • Building and maintaining strong relationships with our activity partners, understanding their unique business needs, and proactively identifying opportunities to enhance their experience with Peek.
- • Contributing to a positive and supportive team culture by sharing best practices, offering constructive feedback, and celebrating team successes.
- • Embracing the remote-first work environment, maintaining excellent communication and collaboration with team members and stakeholders across different time zones.
- • Demonstrating a keen eye for detail in documenting issues, resolutions, and customer interactions, ensuring accurate and thorough record-keeping.
- • Taking ownership of issues from initial contact through to final resolution, ensuring partner confidence and satisfaction.
- • Staying informed about industry trends and best practices in customer support and technical assistance to continuously improve your skills and contributions.
- • Upholding Peek’s core values of obsessing over customers, accomplishing big things, collaborating with purpose, and getting better every day in all your interactions and work.
- • Playing a key role in onboarding new partners by providing initial setup assistance and training on the PeekPro platform, setting them up for success from day one.
- • Identifying trends in support requests and escalating recurring issues or potential product improvements to the relevant internal teams for further investigation and action.
- • Ensuring all partner interactions are handled with the utmost professionalism, empathy, and efficiency, reflecting Peek’s commitment to outstanding customer service.
- • Proactively seeking out opportunities to improve processes, tools, and resources within the support team to enhance overall efficiency and effectiveness.
- • Contributing to a knowledge base that empowers both partners and internal teams with readily accessible information and solutions.
- • Acting as a trusted advisor to our partners, helping them leverage PeekPro to achieve their business objectives and drive growth.
- • Maintaining a high level of technical proficiency with the PeekPro platform and related technologies, staying updated on new features and updates.
- • Demonstrating resilience and adaptability in handling challenging customer situations, turning potentially negative experiences into positive outcomes.
- • Collaborating with sales and account management teams to ensure a seamless transition for new partners and to address any ongoing support needs.
- • Contributing to a culture of continuous learning and development within the support team, sharing insights and expertise with peers.
- • Ensuring the security and confidentiality of partner data and business information at all times.
- • Proactively identifying and addressing potential issues before they impact partner operations, demonstrating a commitment to preventative support.
- • Championing the value of Peek’s platform by effectively communicating its benefits and capabilities to partners.
- • Contributing to the overall success of Peek Travel Inc. by ensuring our partners receive world-class support, enabling them to thrive in the experiences industry.
- • This role offers a unique opportunity to make a significant impact on the success of our partners and contribute to the growth of a leading technology company in the experiences sector. If you are passionate about technology, dedicated to customer success, and thrive in a collaborative, remote environment, we encourage you to apply.
🎯 Requirements
- • Minimum of 2 years of experience in a customer service and/or technical support role, with a proven track record of resolving customer issues effectively.
- • Full-time availability, with the flexibility to work 5 consecutive days per week, potentially including weekend days, to cover operational hours.
- • Excellent command of the English language, both written and oral, with strong interpersonal communication skills and a typing speed of at least 50 WPM.
- • Demonstrated patience, strong deductive reasoning skills, and a natural enthusiasm for troubleshooting and teaching technical concepts to users of varying technical proficiencies.
- • Ability to thrive in a dynamic, fast-paced, and evolving work environment while maintaining punctuality and reliability.
- • Consistent and dependable WiFi connection in a dedicated, distraction-free personal workspace.
🏖️ Benefits
- • Gross monthly salary of $4.850.000 COP.
- • Comprehensive Health Coverage through Allianz.
- • Opportunity to work remotely for a Forbes-recognized, award-winning company.
- • Be part of a global team with a strong culture focused on customer success and continuous improvement.
- • Professional development opportunities within a rapidly growing tech company.
Skills & Technologies
Remote
About Peek Travel Inc.
Peek Travel Inc. provides a SaaS booking platform for tours, activities and attractions. Its cloud software equips operators with online storefronts, real-time inventory, payment processing and marketing tools. Travelers discover and reserve experiences via web and mobile interfaces, while merchants manage pricing, scheduling and customer data. The company serves thousands of activity providers across the United States and internationally.
