Customer Support Associate, Email/SMS and Influencer Outreach

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October 1

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Pomelo

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B2B • Recruitment • SaaS

Pomelo is a talent sourcing and hiring platform that specializes in connecting businesses with top offshore talent. The company offers a wide range of highly-skilled professionals who can work remotely full-time, providing services in various roles including project management, marketing, and design. With a focus on cost savings, Pomelo ensures that companies can access the top 1% of talent at significantly reduced costs compared to traditional hiring methods, while managing all aspects of recruitment, compliance, and onboarding.

11 - 50 employees

🤝 B2B

🎯 Recruiter

☁️ SaaS

📋 Description

• Respond to customer questions via email and chat with empathy and accuracy • Troubleshoot order issues and escalate when needed • Keep customer communication friendly, human, and helpful • Set up, schedule, and monitor email and SMS campaigns using Klaviyo and Postscript • QA campaigns to ensure links, images, and copy are accurate • Track campaign performance metrics and share insights for improvement • Execute influencer outreach using provided scripts and sequences • Manage follow-ups and track outcomes in an organized system • Help build relationships to grow brand awareness and credibility • Wear multiple hats initially with opportunity to specialize as volumes grow

🎯 Requirements

• Bachelor’s degree in a relevant field • 3+ years of experience working in DTC/e-commerce (ideally with a Shopify-based brand) • Advanced proficiency with CX platforms (Gorgias, Zendesk, etc.) and AI-driven support tools • Demonstrated experience in at least two of the three areas: customer support, email/SMS campaigns, or influencer outreach • Strong written English skills (clear, professional, approachable) • Comfortable working full-time on US business hours • Tech-savvy: quick to pick up tools (we use Klaviyo, Postscript, Shopify, Slack, and outreach tools) • Reliable internet connection and a quiet workspace • 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 in US time zone, Monday to Friday (8 hours per day; 40 hours per week) • 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 world’s best companies