What is Peak Support?
Peak Support is a business process outsourcing (BPO) company. In plain terms, it hires, trains and manages support agents who answer your customers under your brand's name. Its homepage pitch is "Scale Faster with Expert CX Outsourcing", and the logo now carries a small "a ubiquity company" line underneath.
It positions itself as the boutique alternative to giant call centers. The homepage section on this is titled "Big BPOs Don't Want Your Business", and it promises "highly attentive support, regardless of your size". That's a fair description of who it has served: mostly small and mid-sized brands. On Clutch, 40% of its clients are small businesses and 45% are midmarket (Clutch).
The key facts, from Peak's own pages unless noted:
| Founded | 2015, Cambridge, Massachusetts (Ubiquity release) |
| Size | 2,000-person team at acquisition (Ubiquity); 1,000 to 9,999 employees on Clutch |
| Locations | "the U.S., the Philippines, Colombia, India and Eastern Europe" (About) |
| Services | Customer service, technical support, trust and safety, back office, sales and marketing, accounting, tech and AI (About) |
| Languages | 12 listed on Clutch, including Spanish, French, German, Japanese and Mandarin |
| Security | "PCI and HIPAA certified, GDPR compliant, and SOC 2 certified" (ecommerce page) |
| Owner | Ubiquity Global Services, since September 18, 2025 |
Peak's headline claims are about people. It says agents average "8 years of experience", its average QA score is 95%, and team leads "manage just 10 people each" (About). It also says it is very picky about hiring, though the figure depends on which page you read. The customer service page says "We only hire 1 in every 30 applicants", while the homepage says it "only accept[s] 1 in 50 applicants".
Who's behind Peak Support
Jonathan Steiman founded Peak Support in 2015 and is still listed as Founder and Chief Executive Officer. His wife, Hannah Steiman, is President and Chief Strategy Officer. She was "the first U.S. hire" (About), and she answered questions herself in the company's Reddit AMA.
The rest of the leadership team on the About page includes:
- Daniel Gutierrez, Chief Financial Officer
- Stephen Lowe, Chief Information Officer (a September 2026 press release calls him CTO)
- Whitney Collurafici, SVP of Client Success
- George Tillotson, SVP of Client Solutions
One thing we like: the founders are reachable. In the company's own Reddit AMA, Hannah Steiman wrote:
"Put simply: we go to the mat for our clients. This is what our clients truly praise - it's the spirit of partnership that we bring to each engagement. Every client can reach out directly to me (I'm our President, Hannah Steiman) and/or to our CEO, Jonathan Steiman."
Hannah Steiman, President, Peak Support, r/PeakSupport, August 2025
At a big BPO, you'd rarely get the CEO's attention.
The Ubiquity acquisition, and what it changes
This is the biggest change since Peak was founded, and most older reviews don't mention it.
On September 18, 2025, Ubiquity Global Services announced it had acquired Peak Support (press release). Ubiquity is a New York outsourcer whose CEO, Matt Nyren, co-founded it in 2012 (WSJ). No price was disclosed. Peak's adviser on the sale, Canaccord Genuity, describes Ubiquity as "a portfolio company of BV Investment Partners" (Canaccord Genuity). BV is a private equity firm, and its investment valued Ubiquity at "more than $325M" (Ubiquity).
Here's a detail most buyers won't spot. BV Investment Partners also backed SupportNinja, whose 2022 Bolton Remote deal was "supported by a growth investment from BV Investment Partners" (SupportNinja). So two outsourcers you might shortlist against each other share a backer.
So what actually changed for clients? Based on everything public:
- The founders stayed. Jonathan Steiman is still CEO on the About page. Peak's own announcement said "The name's new", but its "team, leadership, and people-first DNA" are "still here" (r/PeakSupport).
- More delivery locations on paper. Peak says it now has access to "Ubiquity's global delivery network across Latin America, Africa, Europe, Asia, and the U.S." (r/BPOinPH). Ubiquity lists sites from Guatemala and Honduras to Ghana and India (Ubiquity).
- A bigger AI toolkit next door. Ubiquity runs Aigent, "the AI layer built into every Ubiquity program", for agent assist, QA scoring "across 100% of interactions" and forecasting (Ubiquity). We found no page saying Peak clients get Aigent yet.
- The parent is still buying. Ubiquity agreed to acquire AI data company Shaip in February 2026 (Ubiquity).
- Pricing and terms: nothing published has changed, because nothing was published before either.
Steiman was candid about how big the move was. In a LinkedIn post three months after the deal, he wrote:
"Three months ago, Peak Support was acquired by Ubiquity. Selling Peak Support was the biggest professional decision of my life. It was also a decision that profoundly affected 2,000 remarkable people, ..."
Jonathan Steiman, Founder and CEO, LinkedIn (excerpt from search results)
What this means for you: if you sign now, you're signing with a boutique team inside a larger, private-equity-backed group. That's not bad news on its own. But ask who your account manager reports to, and whether your contract terms are Peak's or Ubiquity's.
Peak Support's services and channels for ecommerce
Peak's customer service outsourcing covers "email, phone, chat, SMS, in-app messaging, social media". It works inside your tools rather than moving you onto its own. Its own ecommerce advice says "at Peak Support we prefer to use our clients' tools" (Peak Support blog). Its team holds Gorgias, Zendesk, HubSpot, Salesforce and Freshworks certifications (Tech and AI page). In September 2026 it became a "Founding Member and Certified Partner of Kustomer" (Peak Support).
Clients back this up. Trashie's Clutch review says Peak managed "email-based support tickets through our Gorgias helpdesk" (Clutch). Public Rec's case study lists Aircall, Kustomer, Trustpilot and Yotpo (Peak Support). If you're on Gorgias or Kustomer, you won't have to switch.
The ecommerce page leans on results rather than features:
The case studies are where Peak is strongest. They're vendor-published, so read them as best cases, but they're specific:
| Client | What Peak does | Published result |
|---|---|---|
| Wildgrain (bake-from-frozen subscription) | Email, social comments, retention | 60,000+ tickets at 4.88/5 CSAT; team grew from 3 to 34 in two years; saves "as many as 45%" of members who ask to cancel |
| Public Rec (apparel) | Whole support function since 2017 | About 2,900 tickets a month at 90% CSAT; 7 core agents, up to 12 for BFCM |
| American Exchange Group (smartwatches) | Technical support in Zendesk | CSAT from about 60% to 96% |
| Embark (pet DNA) | Tuned the client's chatbot | 96% of chatbot engagements resolved, 97% CSAT (Tech and AI page) |
Wildgrain's story is the one we'd point a subscription brand to. The VP of Marketing "intensively trained the first Peak Support team member", who then trained everyone after. "By the time I handed it off, the Peak team was answering tickets in my voice," she said (Peak Support). That's the Peak model at its best: one well-trained lead, a stable team, and a brand voice that survives the handover.
How onboarding works
Peak doesn't publish a step-by-step setup page, but its ebook and its clients fill in the picture.
| Step | What Peak says | Source |
|---|---|---|
| Speed | "we can often launch a new team for a startup in as little as one week," adding "as many as 150 per week"; the service page says a team "within weeks" | Ebook, service page |
| Minimum | "our minimum team size is 1 full-time employee, but we specialize in building teams ranging from 5-50 agents" | Ebook |
| Training | "Typically, you only need to train a BPO representative once, and then they'll handle the onboarding of other agents going forward" | Ebook |
| Agent matching | Candidates pass a per-client "CS validation" interview or assessment before joining your account (agents' accounts) | r/BPOinPH |
Plan for a ramp-up anyway, even with a good partner:
"Like any new partnership, there was a brief initial ramp-up period as the team learned our brand and systems, but Peak Support was very responsive and proactive in quickly getting up to speed."
Customer Service Manager, Trashie, Clutch, June 2025
A G2 reviewer's advice was to "give yourself ample time to train and teach the work flows so all is understood" (G2).
Peak is also refreshingly honest about when not to outsource. Its ebook says a dedicated agent handles "from 15 to over 100 tickets per day", so "if your volume is below that, outsourcing may be a waste of money" (ebook). We'd add one thing: low volume spread across many channels and hours is exactly where per-hour staffing gets expensive. It's the gap AI-run support was built for (more on that in our guide to AI customer service outsourcing).
Where AI fits in Peak Support
Peak calls its AI offer the "CX Accelerator" on the homepage and the "AI Accelerator" on its Tech and AI page. It has six parts:
Most of it helps human agents do better work. The CX Agent Assistant "reviews customer tickets and agent responses to ensure agents accurately answered all questions." The automation runs in the Island browser. And the dashboards add sentiment analysis (Peak Support). Peak says its agent assist tool "costs $0 and requires zero engineering effort" for clients (r/PeakSupport). That's a nice freebie.
The AI chatbot work is real too. The Embark result above came from Peak tuning a client's bot. But the model is clear: at Peak Support, you're paying for people, and the AI makes those people faster. If you want AI to answer and act on most conversations on its own, that's a different product. We cover the options in the best AI for Shopify customer support.
Peak Support pricing in brief
Peak Support doesn't publish prices. Every button on the site says "Book a Consultation" or "Talk to Sales". Here's everything we could pin down:
| What | Figure | Source |
|---|---|---|
| Billable unit | An hourly price that wraps in recruiting, training, QA, HR and workforce management | Peak Support ebook |
| Hourly rate | Under $25 an hour (reported) | Clutch |
| Minimum project | $10,000+ (reported) | Clutch |
| Minimum team | 1 full-time agent | Peak Support ebook |
| Contract | "most clients" can "cancel any time, for any reason, and pay only for hours already worked" | Peak Support on Reddit |
| Small team, 2020 | Western Rise: "around $2,000 a month" for three people including a team lead | Clutch review |
| Larger team, 2019 | Public Rec: "Last year, we spent $200,000" with 8 to 12 agents | Clutch review |
The cancel-anytime term is generous for a BPO, and Peak deserves credit for it. That's unusual for a BPO. Get it in writing, though, because "most clients" isn't "all clients".
To turn those numbers into a budget: Public Rec's $200,000 a year works out to about $16,700 a month, or roughly $1,390 to $2,080 per agent. Covering one inbox 24/7 usually takes about five full-time agents (we show the shift math in our outsourcing cost guide). At those per-agent rates, that's roughly $6,900 to $10,400 a month. Those are 2019 figures, so treat them as a floor.
The value case for Peak isn't the cheapest hourly rate, and Peak says so itself. Ministry of Supply's CEO put it this way: "Initially, I found the proposition to be quite high - but after further evaluation and competitive analysis, its clearly in line - if not better" (Clutch). For a fuller comparison of outsourcing rates, see our customer service outsourcing cost guide.
What clients and employees say: Peak Support reviews by platform
Here's the finding that surprised us most. If you search "Peak Support reviews", almost every result is written by people who work there, not by brands that hire it. Google's first page is Indeed, Glassdoor, Jobstreet and a Filipino BPO subreddit.
That isn't useless. With an outsourcer, the agents are the product, so how they feel shows up in your CSAT. But it means you should read the two sides differently.
Client reviews (Clutch, G2, Trustpilot)
Clutch gives Peak 4.9/5 from 10 verified reviews, with Quality 4.9, Schedule 5.0 and Cost 4.7. The reviews are detailed, often from named people, and six of the ten are from ecommerce or retail brands. The catch is age. Six were written in 2020, and two of the four recent ones come from the same client, 24 Hour Home Care.
The most recent ecommerce reviews are glowing:
"Peak Support consistently delivers on time, adapts quickly to changes, and is highly responsive to our needs."
Customer Service Manager, Trashie, Clutch, June 2025
The one criticism that keeps coming back is turnover. Clutch's own summary notes "issues with team stability and turnover, which can lead to time spent training new agents." The clearest version is from a menswear brand that otherwise loved the service:
"Their only area for improvement's team stability. They tend to move people around a bit. While we've had the same team lead, the turnover's higher than we'd like it to be. It doesn't negatively affect us but it takes time to train new agents."
Ian Jarolimek-Summers, Customer Experience Manager, Western Rise, Clutch, July 2020
To be fair, another client said the opposite. Ministry of Supply's CEO wrote that "turnover seems to be low or non-existent" (Clutch). Peak itself puts attrition at "about 3% to 3.5% per month, all in" (r/PeakSupport). That's good for a BPO, but it compounds to roughly a third of agents a year, so expect some retraining.
G2 shows 4.8/5 from 48 reviews, with 44 five-star and no one- or two-star ratings. Look closer at the dates, though.
Of the 10 reviews G2 shows first, nine are dated October 6 to 9, 2026, and seven carry G2's "Incentivized" label, most with "Source: Seller invite". That's allowed on G2. It does mean the score leans on reviewers Peak invited. The useful bits are in what they dislike:
"These sessions are currently focused on KPIs that we can already access through Gorgias analytics. It would be more beneficial if these meetings were tailored to provide insights that aren't readily available to us."
Verified User, small business, G2, October 2026
"The base knowledge of our industry is low. This can create some hardships but overall team members are open to learning and take time to learn."
Phil C., mid-market, G2, October 2026
Trustpilot is a dead end. It shows 3.7 from a single 2021 review that reads "I have ordered NAC from peak supports its good one" (Trustpilot). That looks like a supplement order meant for a different company, so ignore it.
Employee reviews (Glassdoor, Indeed, Reddit)
Employee reviews aren't client reviews, but here they're the biggest pile of evidence there is. Peak leans on them too: its pages call its Glassdoor score "the highest Glassdoor rating in the industry".
| Platform | Rating | Ratings counted | What stands out |
|---|---|---|---|
| Glassdoor | 4.4/5, 90% recommend, 94% CEO approval | 490 | Culture and work-life balance 4.5; senior management lowest at 4.3 |
| Indeed | 3.3/5 | 18 | Culture lowest at 3.1 |
| Jobstreet Philippines | 4.5/5 | 6 | Summary flags training "needing to be more comprehensive" |
Glassdoor's 4.4 is strong for a BPO. Glassdoor puts the average for similar employers at 3.8. Peak's own pages overstate it slightly: the service pages say "96% CEO approval" against 94% live, and a September 2026 release says "4.5 rating on Glassdoor" (Peak Support).
The negative reviews cluster around job stability, which matters to you as a client because it's the same thing as turnover:
"management pretends to care about you and acts like the company is people first but it is absolutely not."
Former product support specialist, Glassdoor, July 2026
On Reddit, the picture is warmer. A former agent's review in r/BPOinPH rates the company 8.5/10:
"The CEO is really friendly, understanding and easy to approach. He is always joining company events and loves hearing feedback and suggestions from his employees."
u/Perfect_Start_6944, r/BPOinPH, November 2025
The same post adds a useful caveat: "my account was great, until it wasn't but that's due to the client and not the management." Further down that thread, people hired onto one account said they joined as an "independent contractor via Upwork" (comment) without 13th-month pay or paid leave (comment). We can't tell from outside how common that is. Since it affects how long agents stay, ask whether your team will be employees or contractors.
LinkedIn and X
There's no independent client chatter on either. LinkedIn is mostly leadership posts, like Steiman's acquisition reflection above. Peak's X account has 179 followers and posts client shout-outs, like this one during Customer Service Week:
"Great bread gets people talking. Thoughtful care gives them another reason to love Wildgrain."
Peak Support (company account), X, October 2026
Pros and cons
| Pros | Cons |
|---|---|
| Consistently high client ratings: 4.9/5 on Clutch, 4.8/5 on G2 | Thin and dated independent reviews: 10 on Clutch (6 from 2020); recent G2 reviews mostly incentivized |
| Real ecommerce track record, such as Wildgrain's team growing from 3 to 34 at 4.88/5 CSAT | No published pricing; Clutch only reports under $25 an hour and a $10,000 minimum |
| Works in your helpdesk, with Gorgias, Zendesk and Kustomer certifications | Turnover means retraining, the most repeated client complaint |
| Small minimum (1 agent) and, per Peak, cancel any time and pay for hours worked | New owner: now part of private-equity-backed Ubiquity |
| Strong employee ratings (Glassdoor 4.4/5 from 490) and reachable founders | AI mostly assists agents; you still pay per human hour |
| Security credentials: PCI, HIPAA, SOC 2, GDPR | Some vendor claims don't match live data (1 in 30 vs 1 in 50 hires; 96% vs 94% CEO approval) |
Peak Support review verdict
Peak Support is a legitimate, well-liked outsourcer with a real ecommerce pedigree and a genuinely people-first reputation. Its best clients have stayed for years. Public Rec has been with it since 2017, and Wildgrain since 2021. If you want a small team of named humans who learn your brand voice, it belongs on your shortlist. That goes double if your support is phone-heavy, technical or judgment-heavy. Ask for references from clients who signed after the Ubiquity deal, and get the cancellation terms in writing.
Where we'd hesitate is the typical Shopify brand with a repetitive queue. If most tickets are "where is my order", size exchanges and refund requests, Peak's model has you paying by the hour for work an AI agent can resolve in seconds. You'd also have to wait through training and live with some turnover. And 24/7 coverage across email, DMs, SMS and reviews needs about five full-time agents.
Alternatives to Peak Support
If Peak isn't quite the right shape, these cover most of the other cases. Each is framed against Peak.
| Alternative | Best for | Published price | Versus Peak Support |
|---|---|---|---|
| eesel Managed Support (ours) | Ecommerce brands up to about 5,000 conversations a month | $5,000 a month flat | AI answers and acts on every channel, eesel's team handles escalations; live in about a week; month to month |
| Influx | Brands that want human agents at public rates | From $1,400 per agent a month for Level 1 digital support in APAC (Influx) | Same people-based model, but prices are published and it's month to month |
| LTVplus | Ecommerce brands that want a managed human team with a trial | $1,980 a month for a non-voice agent | Published rates; 3-month pilot, then 30 days' notice to scale |
| PartnerHero | Brands that need US-based agents | From $4,900 per full-time onshore agent a month | Onshore option at a published price |
| SupportNinja | Multilingual or technical queues | Quote-only | Similar managed model; shares a private equity backer with Peak's parent |
We'd lean toward eesel Managed Support when the queue is repetitive and spread across email, DMs, SMS and reviews. We'd lean toward a human team (Peak, Influx or LTVplus) when most contacts are long calls or tricky judgment calls.
For the full field, see our guides to ecommerce customer service outsourcing, Influx alternatives and call center outsourcing alternatives. We've also reviewed TalentPop, Helpware and Chatdesk.
Try eesel Managed Support
eesel Managed Support is our done-for-you option for brands that want support handled without hiring or managing anyone. eesel's AI agents answer every email, Instagram, Facebook and TikTok DM, SMS, WhatsApp message, review and call inside the tools you already use. They take real actions, like tracking orders, creating exchanges and issuing refunds within your limits. eesel's own team watches over the AI and handles anything sensitive, and you get a weekly briefing on what customers are telling you. It's $5,000 a month flat, with no setup fee and no contract. It's built for brands with up to about 5,000 conversations a month.
It's new: a founding-partner beta with 30 spots, so there are no customer results to show yet. It's not the pick for phone-first, regulated or very high-volume operations. If you'd rather run the AI yourself, the self-serve eesel AI plans include an AI ecommerce agent you set up in your own helpdesk. Otherwise, tell eesel your store and your channels, and a founder will tell you straight whether it's a fit.