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.