Community & Customer Experience Lead | Honduras

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.

Were 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 dont 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 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. Were 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 brands 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 youll lead functions across customer support creator and influencer outreach community engagement and affiliate and ambassador relationships. Youll also build processes systems and expectations while eventually training and managing team members. Were 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 dont 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. Were 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.

What Were 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