Customer Experience - Community Support Specialist

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July 4

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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

• Customer Support (Primary Focus) • Own day-to-day customer service across email, chat, social DMs, and product comments, using Gorgias, Zendesk, or similar platforms • Leverage AI tools, automations, macros, and helpdesk integrations to drive fast, helpful responses • Track and report on CX KPIs (response time, ticket volume, CSAT, etc.) • Proactively suggest and help implement new automations, macros, and workflows to improve CX efficiency • Maintain and evolve the knowledge base, FAQ content, and response templates • Community Management • Respond to comments and questions on social platforms (Instagram, TikTok, etc.) in real time, using our brand voice guidelines • Flag any customer complaints, PR risks, or sensitive issues for escalation • Support community engagement during product launches, campaigns, and sales events • Content Tagging & Archiving (Initial Project Focus) • Dive into our library of 2,000+ videos and photos and tag each asset by product, theme, usage rights, format, and creator • Work inside Google Drive, Airtable, Notion, or our DAM system (TBD) to create a clean, searchable archive • Collaborate with the marketing and creative teams to align on tagging structure and content filters • Cross-Team Feedback Loop • Capture and relay customer insights, trends, and common questions to Marketing, Product, and Ops teams • Help shape customer-centric campaigns, landing pages, and product FAQs based on frontline experience

🎯 Requirements

• Bachelor’s degree in a relevant field • 3+ years in DTC customer support (ideally with a Shopify-based brand) • Advanced proficiency with CX platforms (Gorgias, Zendesk, etc.) and AI-driven support tools • Experience with community management and social moderation • Strong writing skills with an ability to mirror brand voice across platforms • Comfort with content management tools (Google Drive, Airtable, Notion, or DAM systems) • Organized, fast learner, and obsessed with improving customer experience and response speed • Bonus: Experience in content 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 in US 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 world’s best companies