Technical Support Representative

About the role

Peek is the operating system powering the experiences industry - from museums and attractions to tours and activities. With over $7B in bookings, Peek's AI-powered platform has helped thousands of merchants to increase revenues, save time, and deliver seamless guest experiences. Customers include MoMA, Whitney Museum, Seattle Aquarium, Bryant Park & Looping Group. The company has raised over $150 million from institutional investors Westcap, Goldman Sachs, and SpringCoast Partners. Learn more at www.peek.com http://www.peek.com.

As a remote-first company recognized by Forbes as one of America's Best Startup Employers and by Built In as a 2025 and 2026 Best Place to Work, we are a global team of "Peeksters" who "Obsess Over Our Customers," "Accomplish Big Things," "Collaborate With Purpose," and "Get Better Every Day.

The hire owns the end-to-end resolution of partner inquiries, ensuring issues are solved completely, quickly, and correctly to protect the customer experience. They own the first line of defense for product questions and technical troubleshooting, acting as a critical buffer between partners and the product team. This role owns the consistent application of Peek's support processes, including Zendesk ticket management and communication standards. The Partner Support Representative owns the voice of the customer internally, translating partner feedback into actionable insights for product and engineering improvements. They own the mastery of Peek's rapidly evolving products and contribute directly to the optimization of helpdesk workflows and templates. This role owns the achievement of individual performance metrics, including items per month, CSat, and QA standards, to drive partner satisfaction. Ultimately, the hire owns the success of partners using PeekPro, enabling them to grow their businesses and deliver exceptional guest experiences.

Key facts

Location: Mexico

Engagement: Full-time

Compensation: $20.800 MXP gross monthly salary

Health Coverage through Allianz

What you'll do

• 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.
• Act as an 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.
• Provide clear and empathetic communication to partners who may have varying levels of technical familiarity.
• Troubleshoot product issues by isolating variables and testing hypotheses to identify root causes.
• Maintain detailed and accurate records of all interactions and resolutions within the support platform.
• Escalate complex issues to the appropriate internal teams while maintaining partner trust and transparency.
• Utilize internal knowledge bases and tools to deliver accurate and efficient resolutions.
• Collaborate with cross-functional teams to improve product documentation and user flows.
• Monitor system updates and communicate changes to partners proactively to minimize disruption.
• Demonstrate ownership by taking initiative to improve support processes and partner education materials.

Requirements

• 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 have

• 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

Practical notes

This is a fully remote role based out of Mexico City with standard business hours aligned to the support schedule. The successful candidate must be available to work a 5-day schedule that may include a weekend day as required by the coverage plan. All support agents are required to be reachable during the defined customer support hours of Mon

Fri 8 am to 11 pm; Saturday 9 am to 8 pm; Sunday 10 am to 8 pm, all times in Eastern Time. Travel is not required for this position. No visa sponsorship is provided for this role. Applicants must ensure they are able to work the specified hours and schedule.