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Community & Customer Experience Lead | Colombia

L5

peak supportSomerville, MAyesterday

Occupations

Customer Service RepresentativesMarketing ManagersSocial and Community Service Managers

Industries

Software PublishersCustom Computer Programming ServicesTelemarketing Bureaus and Other Contact Centers
Job Description:
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.
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Apply now (opens in a new tab)

Level

SeniorL5

Location

Somerville, MA

Occupation

Customer Service Representatives

Industry

Software Publishers

Posted

yesterday

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