Study Start-Up Manager, Malaysia (Remote)
ICON plc
Lead clinical trial site start-up and activation for ICON plc in Malaysia. Manage study start-up teams, regulatory submissions, timelines, budgets, and process improvements.
Open
Peak Support is a business process outsourcing company that builds and operates multilingual teams for customer experience and business operations. Its services span customer service, technical support, trust and safety, content moderation, back-office and accounting work, and sales and marketing support. The company also provides technology solutions such as chatbots, robotic process automation, sentiment analysis, and dashboards. With teams across the Philippines, the United States, Colombia, and Eastern Europe, Peak Support serves companies worldwide. Its work brings together customer operations, technology, and data-informed support, with security certifications including PCI and SOC 2.
Remote Non-Voice Customer Support Specialist
Provide remote product support to users, non-users, and advertisers, resolving account and platform issues. This full-time role is based in the Philippines.
Description
- Answer questions from users, prospective users, and advertisers
- Investigate problems and deliver accurate, prompt resolutions
- Help users access accounts, manage profiles, and navigate the platform
- Resolve account recovery, registration, and account management requests
- Assess and address customer concerns under company policies and procedures
- Refer complex cases to the relevant teams
- Keep accurate records of customer conversations and case outcomes
- Contribute to content review and platform safety work as needed
- Spot recurring problems and trends to help improve customer experience
- Protect customer confidentiality when handling sensitive information
Requirements
- Excellent written English communication
- Strong command of grammar, spelling, and punctuation, with close attention to detail
- Strong problem-solving and critical-thinking abilities
- Able to manage multiple tasks in a fast-paced setting
- Customer service experience is preferred
- Comfortable working independently from a remote setting
- Proficient at using several systems and applications at once
- Able to respond to customer questions with professionalism, empathy, and timeliness
- Able to investigate and troubleshoot account, product, and technical problems
- Able to document customer interactions and resolutions accurately
- Able to meet quality, productivity, and service-level targets
- Able to protect confidential information and handle sensitive customer data responsibly
Benefits
- Work from home in a fully remote role
- Join an established organization
- Opportunities to grow
- A positive, supportive, performance-focused culture
- Long-term career opportunities
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