Offer summary

Qualifications:

Bachelor’s degree in a relevant field., At least 3 years of experience in DTC customer support, preferably with a Shopify-based brand., Advanced proficiency with CX platforms like Gorgias or Zendesk and AI support tools., Strong writing skills and content management experience..

Key responsibilities:

Manage customer support via email, chat, social media, and product comments.

Respond to social comments and questions in real time, maintaining brand voice.

Track and report on customer experience KPIs and suggest improvements.

Assist with content tagging, archiving, and collaborating with marketing and creative teams.

Job description

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 world’s top companies operate.

About the Role

We’re looking for a Customer Experience & Community Support Specialist who’s equal parts problem solver, tech operator, and content 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 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

Qualifications

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