Community & Customer Experience Lead | Honduras

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, Creators & Influencers Identify and recruit creators, influencers, affiliates, ambassadors, and potential brand advocatesBuild genuine, long-term relationships rather than relying only on transactional influencer campaignsManage outreach, product seeding, follow-ups, communication, and ongoing relationshipsDevelop systems for consistently finding and engaging new creatorsEncourage and organize user-generated content, testimonials, reviews, and customer storiesEngage with our community across social channels and other relevant platformsIdentify highly engaged customers who could become advocates for the brandDevelop programs and initiatives that give people reasons to participate in and share the brand communityTrack relationships, outreach, content, and results Customer Support & Experience Initially handle customer support directly across our primary customer channelsRespond quickly, professionally, and empathetically to customer questions and problemsResolve issues while protecting and strengthening the customer relationshipIdentify recurring questions and problems and develop systems to address themBuild FAQs, templates, workflows, and processes that improve response quality and speedCollect customer feedback and communicate important insights back to marketing, operations, product, and leadershipLook 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 Requirements What We’re Looking For Strong written and verbal communication skillsExperience with community building, influencer/creator relationships, customer experience, or related workGenuine enjoyment of communicating and building relationships with peopleStrong understanding of social media and creator ecosystemsAbility to communicate professionally while still sounding humanStrong organizational, follow-up, and problem-solving skillsComfortable using AI, automation, CRM, and modern productivity toolsAbility to create systems, improve processes, and learn new technology quicklyAble to work independently without constant directionPotential and desire to eventually manage a small teamExperience with food, wellness, CPG, ecommerce, nutrition, or mission-driven consumer brands is a plus Expectations & Accountability Follow through consistently and communicate proactivelyRespond to customers and partners in a timely mannerTreat every customer interaction as an opportunity to strengthen the relationshipBuild relationships rather than simply send outreachKeep systems, records, and follow-ups organizedBring ideas and solutions rather than waiting for instructionsUse AI and tools intelligently without becoming dependent on themIdentify opportunities to improve systems and processesLearn from results and continually improveWork with urgency while maintaining quality, empathy, and attention to detail