Community & Customer Experience Lead; Pooling) |Mexico

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Community & Customer Experience Lead (For Pooling) |Mexico

Community & Customer Experience Lead (For Pooling) |Mexico
Fully Remote

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.

• 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

• 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

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.

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…