Community & Customer Experience Lead (For Pooling)

Accountabilities:: Build and nurture genuine, long-term relationships with creators, influencers, affiliates, ambassadors, customers, partners, and potential brand advocates. Identify and recruit relevant creators and community members while developing consistent systems for outreach, product seeding, follow-ups, and relationship management. Encourage and organize user-generated content, testimonials, reviews, customer stories, referrals, and other forms of brand advocacy. Engage actively with communities across social media and relevant platforms, creating meaningful conversations and opportunities for participation. Identify highly engaged customers and develop initiatives that encourage them to become long-term advocates. Initially provide hands-on customer support across primary channels, responding quickly, professionally, and empathetically to questions and issues. Resolve customer concerns while protecting and strengthening the overall customer relationship. Identify recurring customer questions and challenges, then create FAQs, templates, workflows, and processes to improve support quality and efficiency. Gather customer feedback and communicate relevant insights to marketing, operations, product, and leadership teams. Use positive customer experiences to generate opportunities for reviews, referrals, testimonials, and deeper engagement. Leverage AI, automation, CRM platforms, and modern productivity tools for research, outreach personalization, support workflows, response drafting, follow-ups, feedback analysis, reporting, and documentation. Use technology thoughtfully while recognizing when human judgment, empathy, creativity, or personal communication is essential. Establish systems, processes, standards, and expectations that allow the community and customer experience functions to scale effectively. Over time, take on broader leadership responsibilities, including training and managing a small team across customer support, creator outreach, community engagement, affiliate, and ambassador programs. Requirements Experience in community building, influencer or creator relationships, customer experience, customer support, or a closely related field. Strong written and verbal communication skills, with the ability to communicate professionally while maintaining a natural, human tone. Genuine enjoyment of communicating with people and building authentic, long-term relationships. Strong understanding of social media platforms and creator ecosystems. Excellent organizational, follow-up, problem-solving, and relationship-management skills. Comfortable working with AI tools, automation, CRM platforms, and modern productivity technologies. Ability to build systems, improve processes, document workflows, and quickly learn new technologies. Strong sense of ownership and the ability to work independently without requiring constant direction. Consistent follow-through, proactive communication, and the ability to work with urgency while maintaining quality and attention to detail. Ability to identify opportunities, bring forward ideas and solutions, and continuously improve based on results. Interest in developing into a people-management role and the potential to eventually lead a small team. Experience in food, wellness, consumer packaged goods (CPG), ecommerce, nutrition, or other mission-driven consumer brands is a plus. Benefits Fully remote work opportunity from Brazil. Opportunity to build a community and customer experience function from the ground up. High level of ownership and autonomy in a hands-on role. Exposure to AI, automation, CRM, and modern tools used to scale customer and community operations. Opportunity to work across community, customer experience, creator partnerships, and brand advocacy. Potential to grow into a leadership position managing a small team as the function expands. Supportive, encouraging, and performance-driven remote work environment. Opportunities for professional growth and development within an established remote organization. Pooling status: applications are being accepted to build a qualified candidate pool for potential upcoming hiring needs. There is currently 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 next steps.