Offer summary

Qualifications:

Bachelor’s degree in a relevant field., Over 4 years of experience in customer service/support for e-commerce/Shopify brands., Deep expertise with Shopify platform and customer experience design., Proficiency in social media engagement, crisis management, and data analysis..

Key responsibilities:

Respond to customer inquiries across multiple channels to resolve issues.

Maintain organized support tickets and document customer interactions.

Gather customer feedback to identify areas for improvement and communicate insights.

Support the development of customer experience infrastructure and participate in special projects.

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 Service & Community Engagement Specialist with amazing communication skills and customer empathy to join a new e-commerce/Shopify brand. Initially, you'll focus on social engagement - finding relevant conversations, building relationships, and making our brand feel human. As we scale, you'll shift to handling customer inquiries across all channels while keeping light community management duties. You'll build our entire CX infrastructure from scratch, including documentation, SOPs, and knowledge bases.

Beyond reactive support, you'll proactively reach out to customers, anticipate common issues, and handle escalations or PR situations with grace. You'll be our customers' voice internally - gathering feedback, spotting trends, and working with product, marketing, and fulfillment teams to improve the experience. This isn't a ticket-answering job. You'll shape how customers experience our brand, influence product decisions with customer insights, and grow into a leadership role as we scale

Responsibilities

Respond promptly to resolve customer inquiries or issues regarding order status, product information, shipping details, returns, customer accounts, website functionality, payment methods, technical difficulties, and more
Process customer inquiries and concerns thoroughly, record and file all required documents, and coordinate with other departments as needed
Maintain organized customer support ticket and follow-up system, assign Ticket Fields and SKU tags to tickets accurately
Review and process customer feedback on review platforms
Coordinate with internal teams and warehouse team to support customer needs
Maintain accurate records of customer interactions, including feedback and complaints
Actively listen to customer feedback and gather insights to identify areas for improvement in the customer experience, communicating customer feedback to the appropriate teams to improve customer satisfaction
Perform ad hoc administrative, business operations, and special projects tasks as needed

Qualifications

Bachelor’s degree in a relevant field
4+ years in a customer service/support role for an e-commerce/Shopify brand
Deep experience with Shopify
Customer experience design and journey mapping
Social media engagement and crisis management
Tech stack setup and integration
AI implementation and monitoring
Data analysis and customer insights
Cross-functional collaboration
Process documentation and training
Proactive customer success strategies
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 any US time zone, Monday to Friday (8 hours per day)
Previous experience working the overnight shift

Benefits