About Us
Pomelo places the best offshore talent with top brands, startups, and agencies across the globe. We enable hard-working and ambitious talent to work remotely from their home countries, while gaining exposure into how the worlds top companies operate.
About the Role
Were looking for aCustomer Experience & Community Support Specialistwhos equal partsproblem solver,tech operator, andcontent organizer. This role is perfect for someone who thrives in fast-paced DTC environments, loves leveraging technology (including AI), and enjoys being close to both the customer and the content.
Responsibilities
Customer Support (Primary Focus)
- Own day-to-day customer service acrossemail, chat, social DMs, and product comments, usingGorgias, Zendesk, or similar platforms
- LeverageAI tools, automations, macros, and helpdesk integrationsto drive fast, helpful responses
- Track and report onCX KPIs (response time, ticket volume, CSAT, etc.)
- Proactivelysuggest and help implement new automations, macros, and workflowsto improve CX efficiency
- Maintain and evolve theknowledge base, FAQ content, and response templates
Community Management
- Respond tocomments and questions on social platforms (Instagram, TikTok, etc.)in real time, using ourbrand voice guidelines
- Flag anycustomer complaints, PR risks, or sensitive issues for escalation
- Support community engagement duringproduct launches, campaigns, and sales events
Content Tagging & Archiving (Initial Project Focus)
- Dive into ourlibrary of 2,000+ videos and photosandtag each asset by product, theme, usage rights, format, and creator
- Work insideGoogle Drive, Airtable, Notion, or our DAM system (TBD)to create a clean, searchable archive
- Collaborate with themarketing and creative teamsto align on tagging structure and content filters
Cross-Team Feedback Loop
- Capture and relaycustomer insights, trends, and common questionsto Marketing, Product, and Ops teams
- Help shapecustomer-centric campaigns, landing pages, and product FAQsbased on frontline experience
Qualifications
- Bachelors degree in a relevant field
- 3+ years in DTC customer support(ideally with a Shopify-based brand)
- Advanced proficiency withCX platforms (Gorgias, Zendesk, etc.)andAI-driven support tools
- Experience withcommunity management and social moderation
- Strong writing skills with an ability tomirror brand voice across platforms
- Comfort withcontent management tools (Google Drive, Airtable, Notion, or DAM systems)
- Organized, fast learner, andobsessed with improving customer experience and response speed
- Bonus: Experience incontent tagging, CMS, or media asset management
- Professional fluency in English with excellent written, reading, and speaking skills
- Access to a laptop/desktop with reliable and fast Internet connection
- Ability to work inUS time zone, Monday to Friday (8 hours per day)
- Previous experience working the overnight shift
Benefits
- Competitive pay, always in US dollars
- Work remotely from the comfort of your home
- Health & wellness benefit
- Paid holidays and time off
- Performance and referral bonuses
- Global exposure to the worlds best companies