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Remote
£30,000 - £40,000 per year
Full-time
Permanent

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Job description

About HOST 

HOST is a not-for-profit social enterprise dedicated to unlocking the power of people and communities to drive meaningful change. We believe that real transformation happens from the ground up — and that grassroots activists and movements are key to tackling today’s most urgent environmental and social challenges. 

And we know that our partners face barriers. That they don’t always have access to the right resources, networks, or operational solutions. That’s where we come in. HOST provides the infrastructure, strategic development expertise, and tailored support they need to thrive. 

We exist to make their lives easier, taking care of essential back-office responsibilities — financial, legal, and administrative — so they can get on with the difficult challenges. And we offer strategic guidance to help them build momentum, strengthen their impact, and sustain their work for the long term. 

In the face of an ever-changing world of systemic challenges, we strive to create meaningful connections and support shared progress — so our work is rooted in collaboration, inclusivity, and trust. Together, we enable the people and projects driving change to navigate complexities, overcome barriers, and make a lasting impact for a more just and equitable future. 

Since 2020, we’ve supported over 350 changemakers in more than 90 countries. Because we believe in doing the right thing, acting with urgency, and working alongside change-makers to create a better world. 

About the Role

As Community Support Lead: Development & Onboarding, you will lead the design, delivery, and continuous improvement of the Hosted Partner (HP) journey — from first contact to successful onboarding and integration into HOST’s global community. 

You’ll ensure that new partners are welcomed with clarity, confidence, and care, and that HOST’s systems, materials, and communications evolve to meet their changing needs. Working closely with the Partnerships and Delivery teams, you’ll turn insights from partners into practical improvements, ensuring that every process reflects HOST’s empowering, expert, and empathetic values. 

This is a role for someone who loves creating systems that work for people — combining process design, service delivery, and human connection to help change-makers get started and grow. 

Core Responsibilities

1. Hosted Partner Onboarding and Development 

  • Lead the full onboarding process for new Hosted Partners (HPs), ensuring smooth, compliant, and welcoming transitions into HOST’s systems. 

  • Conduct Welcome, Onboarding, and Set-up calls with HPs to explain key services, tools, and responsibilities. 

  • Ensure all onboarding documentation, contracts, and systems are completed accurately. 

  • Collaborate with the Finance and Legal teams to ensure hosted partners meet compliance requirements before activation. 

  • Track onboarding milestones and ensure timely transitions from application to full hosting. 

2. Hosted Partner Journey Development 

  • Lead the design, development, and improvement of the Hosted Partner Journey materials and forms — from initial enquiry through onboarding, active hosting, and renewal. 

  • Map and refine partner touchpoints, ensuring clarity, consistency, and accessibility across services. 

  • Work with the Communications Team to ensure all HP-facing materials and guides reflect HOST’s tone and values. 

  • Collaborate with the Product Manager (HOSTHub Lead) to digitise, automate, and improve onboarding workflows. 

3. Partner Communication and Engagement 

  • Maintain consistent, high-quality communication with partners throughout the onboarding and early development process. 

  • Ensure partners have access to the right guidance, templates, and training resources. 

  • Gather feedback from new HPs to identify trends, challenges, and opportunities for service improvement. 

  • Contribute to the Project Hosting Bulletin and updates for new HPs. 

4. Documentation, SOPs, and Training 

  • Develop and maintain clear Standard Operating Procedures (SOPs) for onboarding and HP journey management. 

  • Support internal training for Community Support Leads and relevant teams on new onboarding tools, systems, and processes. 

  • Contribute to knowledge-sharing sessions and capacity building within the Partnerships Circle. 

5. Risk Identification and Escalation 

  • Conduct initial screening and due diligence checks for new Hosted Partners, identifying potential operational, reputational, or compliance risks. 

  • Escalate risk concerns to the Community Support Manager or relevant leads for review and mitigation 

  • Maintain accurate documentation of risk assessments and onboarding decisions. 

6. Collaboration and Service Improvement 

  • Work with the Training Lead to integrate onboarding insights into HealthChecks and workshops for new HPs. 

  • Collaborate with the Finance, Legal, and Tech teams to align onboarding workflows and systems. 

  • Support cross-team projects to improve the efficiency and consistency of the Hosted Partner experience. 

7. Growth and Learning Areas (Development Focus) 

  • Develop leadership in onboarding design and service improvement. 

  • Contribute to testing and adoption of HOSTHub features that enhance the HP journey. 

  • Support the Partnerships Circle in developing standardised partner support materials. 

Required Experience 

  • 3 years experience in customer services, account management or partner management — ideally within a not-for-profit, social enterprise, or global NGO environment. 

  • Proven experience designing and delivering onboarding, training, or service delivery processes for clients or partners. 

  • Strong background in relationship management, with the ability to build trust and communicate clearly with partners from diverse cultural and professional contexts. 

  • 2+ years’ experience using and maintaining digital systems (project management and CRM platforms such as ClickUp and Zendesk) to manage workflows or client data. 

  • Excellent written and verbal communication skills, with the ability to present complex information clearly and empathetically. 

  • Demonstrated ability to improve or document processes — developing SOPs, templates, or resources that strengthen service quality and consistency. 

  • Experience coordinating across teams (Finance, Legal, Tech, or Communications) to deliver high-quality partner or client experiences. 

  • Strong organisational skills and attention to detail, with the ability to manage multiple onboarding cycles simultaneously. 

  • Experience handling compliance checks, screening, or due diligence processes is highly desirable. 

  • Comfortable working in a remote-first, international team, with strong self-management, accountability, and collaboration skills. 

At HOST, we believe change starts with people who care.

If you’re passionate about building systems that help others thrive — and want to play a key role in supporting change-makers around the world — we’d love to hear from you.

Posted by
HOST — "ally for action" View profile Organisation type Non Charity Employer Company size 11 - 20

We believe in the power of people to do extraordinary things. Our mission is to host the world's change-makers, enabling climate and social action.

Posted on: 24 October 2025
Closing date: 23 November 2025 at 10:57
Tags: Communications, Project Management, Customer Service, Operations, Climate Change, Customer support, Environment / Animal, Human Rights, Justice, Partnerships