Community & Customer Experience Lead | Colombia

Peak Support; Cambridge (MA); Remote; USD 120,000 - 180,000; Full time

Job summary

Peak Support is seeking a Community & Customer Experience Lead to own community engagement, influencer partnerships, and customer experience across channels. This role starts hands-on and offers growth into leading a small team as the company scales its mission-driven consumer brand.

You will build authentic relationships with creators, manage outreach and content programs, and implement scalable processes, AI-assisted workflows, and feedback loops to improve support and advocacy.

Qualifications

• Strong experience building communities and managing creator relationships.
• Proven ability to design customer experience programs across channels.
• Excellent communication and relationship-building skills.

Responsibilities

• Identify and recruit creators, influencers, ambassadors, and brand advocates.
• Develop authentic, long-term relationships and scalable outreach programs.
• Own customer experience processes, FAQs, templates, and workflows.
• Collect feedback and communicate insights to marketing, product, and leadership.
• Turn customer experiences into reviews, referrals, and advocacy.
• Build and monitor systems to track relationships, outreach, content and results.

Skills

Community building

Influencer relations

Customer experience

Communication

Tools

CRM software

AI tools

Job description

Description

At Peak Support, we are passionate about delivering exceptional service to our customers and clients. As a rapidly growing services provider, we offer a wide range of services including customer support, sales operations, and business process outsourcing to high-growth companies. Our commitment to providing outstanding customer experience and supporting our clients as they grow and scale is at the heart of everything we do.

We’re Looking For a Community & Customer Experience Lead Who Will Own Two Closely Connected Areas Of a Mission-driven Food Company

• Community & Influencers: Building relationships with creators, influencers, customers, ambassadors, partners, and people who genuinely connect with what the company stands for.
• Customer Experience: Making sure customers receive fast, thoughtful, helpful support and that what we learn from customers gets communicated back into the business.

We don’t want community to simply mean having followers. We want to build real relationships with people who believe in our products, mission, and values and want to become part of the brand story.

Community & Influencers

• Identify and recruit creators, influencers, affiliates, ambassadors, and potential brand advocates
• Build genuine, long-term relationships rather than relying only on transactional influencer campaigns
• Manage outreach, product seeding, follow-ups, communication, and ongoing relationships
• Develop systems for consistently finding and engaging new creators
• Encourage and organize user-generated content, testimonials, reviews, and customer stories
• Engage with our community across social channels and other relevant platforms
• Identify highly engaged customers who could become advocates for the brand
• Develop programs and initiatives that give people reasons to participate in and share the brand community
• Track relationships, outreach, content, and results

Customer Support & Experience

• Initially handle customer support directly across our primary customer channels
• Respond quickly, professionally, and empathetically to customer questions and problems
• Resolve issues while protecting and strengthening the customer relationship
• Identify recurring questions and problems and develop systems to address them
• Build FAQs, templates, workflows, and processes that improve response quality and speed
• Collect customer feedback and communicate important insights back to marketing, operations, product, and leadership
• Look for opportunities to turn great customer experiences into reviews, referrals, testimonials, and long-term relationships

Building Community

Community is more than social media and influencer outreach. We’re looking for someone who can build genuine connections, spark conversations, identify brand advocates, and turn customers into an engaged community around shared interests, values, and the brand’s mission.

Our community includes allergy-aware families, people interested in gut health and clean nutrition, active individuals and athletes, parents, creators, and people who connect with our social mission. The goal is to bring these people closer to the brand and to one another.

AI, Automation & Tools

We expect this person to actively use AI and modern tools for creator research, outreach personalization, customer-support workflows, response drafting, CRM and relationship management, follow-up systems, feedback analysis, reporting, and documentation.

AI should make you more effective at building relationships. It should never make those relationships feel automated.

You must be able to recognize when a situation requires human judgment, empathy, creativity, or a personal response.

From Execution to Leadership

This is initially a hands-on role, with the opportunity to grow into managing a small team. As the company grows, you’ll lead functions across customer support, creator and influencer outreach, community engagement, and affiliate and ambassador relationships. You’ll also build processes, systems, and expectations while eventually training and managing team members. We’re looking for someone who can build and grow the function from the ground up.

What Success Looks Like

Success means building an engaged community, strengthening creator and customer relationships, and delivering an excellent customer experience. Over time, this includes increasing advocacy, reviews, referrals, and user-generated content while improving support, systems, and processes. Most importantly, we want someone who genuinely enjoys building relationships and can scale the function without losing the personal connection.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements

What We’re Looking For

• Strong written and verbal communication skills
• Experience with community building, influencer/creator relationships, customer experience, or related work
• Genuine enjoyment of communicating and building relationships with people
• Strong understanding of social media and creator ecosystems
• Ability to communicate professionally while still sounding human
• Strong organizational, follow-up, and problem-solving skills
• Comfortable using AI, automation, CRM, and modern productivity tools
• Ability to create systems, improve processes, and learn new technology quickly
• Able to work independently without constant direction
• Potential and desire to eventually manage a small team
• Experience with food, wellness, CPG, ecommerce, nutrition, or mission-driven consumer brands is a plus

Expectations & Accountability

• Follow through consistently and communicate proactively
• Respond to customers and partners in a timely manner
• Treat every customer interaction as an opportunity to strengthen the relationship
• Build relationships rather than simply send outreach
• Keep systems, records, and follow-ups organized
• Bring ideas and solutions rather than waiting for instructions
• Use AI and tools intelligently without becoming dependent on them
• Identify opportunities to improve systems and processes
• Learn from results and continually improve
• Work with urgency while maintaining quality, empathy, and attention to detail

Note:

This position is currently on pooling status. We are accepting applications to build a pool of qualified candidates for potential upcoming hiring needs. Please note that there is no definite timeline for when the position will move forward. Applications will be reviewed as opportunities become available, and shortlisted candidates may be contacted for the next steps.