Customer Experience & Community Support Specialist (for E-Commerce Brand)

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

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